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RETURNS & EXCHANGES

Due to the nature of our products and quality control process, returns and exchanges are accepted strictly under the conditions outlined below. PLEASE READ ALL CAREFULLY BEFORE SUBMITTING A REQUEST.

ELIGIBILITY PERIOD

Returns and exchanges must be requested within 7 days of delivery.
This timeframe is firm and cannot be extended. Requests submitted after 7 days are not eligible and will be declined.

HOW RETURNS & EXCHANGES WORK

All returns and exchanges are managed through our self-serve returns portal.

You can access the returns portal in any of the following ways:

  • Via the “View your order” link in your order confirmation or shipping emails
  • From your order status page
  • Through your customer account or the Shop app, if used

To submit a request:

  1. Select the item(s) you would like to return
  2. Choose your reason for return
  3. If you would like an exchange, select “Other” and specify your desired size or colour in the notes section
  4. Submit your request for review

All requests are reviewed before approval. You will be notified once your request has been approved or declined.

EXCHANGES

We offer exchanges for the same product only, in a different size or colour.

Please note:

  • Exchanges must be selected when submitting your return request
  • Your desired size or colour must be clearly specified in the notes
  • Exchanges are subject to stock availability at the time of processing
  • If the requested size or colour is unavailable, the exchange will be processed as a refund instead
  • Customers are charged a flat return shipping fee of 9.95 AUD
  • KNOWSUBTLE covers shipping costs for the new exchanged item

Exchanges are processed only after the original item has been received and approved following inspection.

RETURNS

If you choose to return your item for a refund:

  • Customers are charged a flat return shipping fee of 9.95 AUD
  • Approved refunds are issued to the original payment method
  • Refunds are processed within 3–5 business days after approval

Returned items must meet all eligibility and condition requirements to be approved.

CONDITION REQUIREMENTS

All return and exchange items must be in their original, flawless condition.

Items must be:

  • Completely unworn
  • Unwashed
  • Free from marks, deodorant, makeup, scent, lint, or stretching
  • Returned with tags attached exactly as received
  • In original packaging

Items showing handling wear, creasing, altered or reattached tags, or signs of use will be declined.

FAULTY OR DAMAGED ITEMS

All items undergo a thorough quality inspection prior to dispatch.

If you believe you have received a faulty or damaged item, submit a return request through the same self-serve returns portal and select the relevant reason.

Please note:

  • All faulty item requests are reviewed on a case-by-case basis
  • Manufacturing faults will be assessed fairly and reasonably
  • General wear and tear, damage caused by washing, stretching, fading, or marks that occur after use are not considered manufacturing faults

If you believe there is a genuine manufacturing fault outside the 7-day return window, please contact us at support@knowsubtle.com so the issue can be reviewed.

Requests that do not meet the above criteria may be declined.

SHIPPING & PROCESSING
  • A return shipping label will be provided once your request is approved
  • A flat return shipping fee of 9.95 AUD will be deducted from your refund or exchange value
  • We strongly recommend ensuring items are securely packaged
  • Items lost or damaged during return transit cannot be refunded or exchanged

Once received, all returned items undergo inspection.
Inspection and processing may take up to 14 business days.

For approved requests:

  • Refunds are processed within 3–5 business days after approval
  • Exchanges are dispatched after the returned item has been received and approved
WHAT WE CANNOT ACCEPT

Return or exchange requests will be declined if:

  • Submitted outside the 7-day eligibility period
  • Tags are removed, damaged, altered, or reattached
  • The item shows signs of wear, scent, staining, creasing, or stretching
  • Original packaging is missing or damaged
  • The item is poorly packaged and arrives damaged
  • There is evidence of unreasonable handling or use

Items returned without approval, or that do not meet the above requirements, may be rejected and returned to the customer.