We want you to shop with confidence when you visit Westfield online. To support this, we offer a 14 day returns period on eligible items.
For more information, please also refer to our Customer Terms and Conditions.
1. How do I initiate and complete a return?
Please contact Westfield Support who will instruct you further.
You may return your item(s) by post.
By Post Westfield members are eligible for one free postal return per order. Members will need to log into their member account and follow the link to create the return label.
Once the parcel is ready for sending, simply drop it into an Australia Post Box or take it to your nearest Australia Post store. All items need to be sent back the way they were received. If items were received in multiple packages, you will receive separate shipping labels to return these items in the same manner.
2. How long do I have to return my item(s)?
We offer a 14 day returns period for eligible returns. Returns are accepted within 14 days from, the date you received your order by post, or the date you collected your order from a Westfield Centre.
3. What happens if a retailer’s return policy is more generous than 14 days?
In some instances, our retail partners may offer a more generous returns period.
If this is the case, please return your item(s) to the Westfield online team by post or in Centre and we will facilitate this return on your behalf with the retailer.
Please visit the retailer’s website to confirm their returns period.
4. What items am I unable to return?
Most items will be accepted on return if they are in new and resaleable condition. This means that the item(s) must be unworn, in original packaging with original tags attached.
However, there are some items which are unable to be returned. These include:
- Gift Cards
- Digital products (e.g. software)
- Underwear and swimwear
- Some beauty, hair & grooming products
- Some jewellery (e.g. earrings)
- Pet food
- Hazardous and flammable liquid & gases (e.g. perfume)
- Final sales item
- Products which have been worn or where product tags have been removed
- Items which have been returned outside the 14 day period (and the retailer does not accept returns beyond this period).
Once we have received your item(s) either via post or in Centre, we will confirm that the item(s) meets the returns eligibility criteria.
Please be aware that we and the retailer reserve the right not to accept a returned product which does not meet the accepted returns criteria, or any product that has been specifically marked as non returnable in the online product listing.
Please check the product listing at the time of purchase to confirm whether the item may be returned.
5. How long will it take for the refund to be processed?
Once the returned item(s) has been accepted and the refund initiated, please allow up to 10 working days for the funds to be deposited into your account. Funds can only be returned to the same account used for the purchase.
6. Can I return my item(s) to the retailer directly?
No. So that your return and refund are processed as quickly as possible, please return your item(s) to Westfield
7. Do you offer exchanges?
Unfortunately, we do not offer exchanges, but you may return eligible items for a full refund (excluding delivery).
8. Will the delivery fee be refunded?
Unfortunately, we cannot refund the cost of your purchase delivery unless you received the incorrect item(s), or your item(s) was damaged in transit. In either case, please contact us as soon as possible so that we may assist you in resolving the issue.
9. How do I pack the item(s) I am returning?
We hope that you can reuse the packaging you received with your purchase order for your return. But if this packaging is not able to be used, please appropriately pack the item(s) to ensure it remains safe and secure in transit.
All items need to be sent back the way they were received. If items were received in multiple packages, the items will need to be returned in the same manner.
Please also refer to the Australia Post packing guidelines for more information, especially to ensure that any dangerous goods are being sent in accordance with Australia Post’s requirements.
10. What happens if my return is not accepted?
If your returned item(s) is not accepted due to not meeting the eligibility criteria and requirements set out in this policy, we will contact you to provide you with the reason(s) why the item(s) is not being accepted. You will be able to collect the items from the centre that they were returned to, or we will arrange for the item(s) to be returned to you.
11. What happens if I am not happy with the decision not to accept my return?
If you are unhappy with the decision not to accept your returned item(s), please contact us as soon as possible so that we may do our best to assist you.
As stated above, we and the retailer reserve the right not to accept a returned product which does not meet the accepted returns criteria, or any product that has been specifically marked as non-returnable in the product listing. However, you may have additional rights in respect of the item(s) under the Australian Consumer Law.
In some circumstances, we may connect you with the retailer so that you may resolve the issue directly with them.
12. What do I do if I have a warranty claim or believe my product is faulty?
If you believe your product to be faulty or you have a warranty claim, please contact Westfield Support and we will liaise with the retailer in an attempt to resolve the matter.
You may be eligible for a refund, a replacement item or depending on the nature of the fault, the item may be sent for repair. The decision on how to resolve any defect or warranty claim will be a matter between you and the retailer, and as a consumer you may have certain rights under the Australian Consumer Law.
In some circumstances, we may connect you with the retailer so that you may resolve the issue directly with them.
13. I've lost my Return Slip, how do I get a new one?
If you have misplaced your Return Slip, please download a new one here. All postage returns must have a Return Slip included.
14. How can I track the status of my return?
Please contact Westfield Support if you have any enquires about your order.
15. I received a faulty/damaged item, what do I do?
Please contact Westfield Support if you have any enquires about your order.