RETURNS & EXCHANGES

Returns will be issued with store credit (in the form of a gift card) or an instant exchange.

 To start a return or exchange:

1. Email info@newstaraus.com.au
2. Put “RETURN + your order number” in the subject line
3. Please tell us why you are requesting a return/exchange

We will respond with next steps within 2 business days

Return/Exchange Conditions

• Our return and exchange policy window is 30 days from order date. This means your return request needs to be submitted via email within 30 days from the order date.
• Orders sent back to us without first requesting a return will not be accepted.
• Returns and exchanges must be requested using original order number as proof of purchase.
• Returns and exchanges will only be accepted if the item is in brand new condition. This includes in its original packaging. Please be mindful of returning your item in a similar condition to when it arrived.
• Items that cannot be returned or exchanged for any reason include:
  • Final sale and clearance items as marked
• If you used a discount code on your original order, you will only be credited the amount you paid.
• At this time we are currently unable to offer exchanges for international returns. International orders are eligible for store credit only.
• Original shipping costs are non-refundable.
• Any shipping costs incurred for returning items are not covered or reimbursed by New Star Australia.
• You will be charged for the new item's shipping costs.
• Store credits and/or gift vouchers cannot be redeemed for cash.
• Once we receive your return, please allow 5-10 business days for your return to be quality checked and to be processed.
• Certain items in our inventory are highly delicate and require careful packaging to withstand rough handling. Items that are returned damaged will be rejected and sent back to the customer with an additional shipping charge.
• A restocking fee of $5 will be applied if the original packaging is not in a sellable condition.

Faulty Goods

In the unlikely event of receiving an item which is defective or damaged upon arrival, please send us an email as soon as possible and include photos of the fault. 

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within a reasonable timeframe subject to proof of purchase.

Personal wear and tear is not considered a manufacturing fault, and generally manufacturing faults will be apparent immediately.

Please email info@newstaraus.com.au prior to initiating a return if you believe the product is damaged or faulty. We will treat this with the highest priority.