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Help Desk

Help Desk

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Returns & Exchanges Policy

Below is our refund and returns policy – please have a read over before you buy with us. We pride ourselves on being able to keep a close connection with all our customers, so we thought we’d fill you in on how things operate at our space before you join the Geedup family.

  • If a change of mind occurs, all items are subject to either an exchange or credit to the same dollar value, and these two options only.
  • Refunds are NOT provided, unless a purchased item is faulty and returned within 30 days of purchase. (See below for return address)
  • Item(s) must be unworn, unwashed, or otherwise unused with all original tags/labels attached.
  • Gift cards, sale, and clearance items are not eligible for a refund or exchange if you change your mind on anything around the purchase, including size. Please choose very carefully your size as discounted sale items are not eligible for an exchange.
  • If a refund does occur, the purchase price (excluding delivery charges for online) will be refunded to you using the original payment method, once we have received the returned item back and confirmed that it meets the conditions stated above.
  • You are responsible for any costs associated with returning the item to us.

All returns via post to our headquarters located at:

Geedup Co.
PO BOX 138
Moorebank NSW 1875
Australia

Below is a step by step process for all returns / exchanges:

1. Fill the returns form HERE.

2. We will then either confirm or decline your return application.

3. If confirmed, send your unwashed, unworn item along with proof of receipt to the above address.

4. Once we receive the returned items we will provide you with a CREDIT NOTE in the form of a GIFT CARD to the exact value of your original order - excluding shipping. This amount can be used over multiple orders until you have used the total amount.

5. You then use that code to purchase a replacement item/s. All exchanges are subject to stock availability. This means to process your exchange you must make another order via our web store, using the code we provide you with. This does not mean you will automatically receive the correct size in the original item.

Operating hours: Monday to Friday - 9am-5pm

IMPORTANT: Please fill this form out BEFORE you send your item back. Any items returned to us without this application we are not liable for.

RETURNS FORM: HERE

FAQ's (Frequently asked questions)
How long will my return take
Returns may take up to 15 full business days from when you lodge the parcel, to when it is processed in our Fulfilment Centre by our amazing Returns Team. You should receive your refund or credit note 1 - 3 business days after processing. We will keep you up to date throughout the whole process via email.
My item is faulty, what do I do
We are so sorry to hear this - let's get this resolved as quickly as possible.

You can reach out to our friendly Customer Service Team a number of ways, the easiest and fastest way to resolve this for you is to fill in the web form by clicking our 'Returns' tab at the bottom of this screen. Make sure you have your order number, email address and preferred outcome on hand ready to help us provide you with a quick resolution.

IMPORTANT: Please complete the returns form HERE BEFORE you send your item back. Any items returned to us without this ticket we are not liable for.
My address is wrong, can I update it
Don’t worry this can happen.

We have a small window before your order is shipped out where we can attempt to update the delivery address for your order. Orders that are dispatched from our Partner Providers require an extra step to request any changes to addresses but typically this can be amended without a worry.

Please create a support ticket (using the form above) as 'Wrong Address Given' and we will do our best to fix this up for you.
Gift cards
How does it work
  1. Choose the value of the e-Gift card from as little as $25
  2. Write your own personalised message
  3. Tell us the lucky recipient's email address
  4. Tell us when to send them the best-present-ever

When it's time to shop
Simple - Use your code to redeem your gift in the Payment section of our checkout

Where do I find the code
e-Gift cards: Check your email for your code

For more tips, tricks and answers to your questions, don't shake the 8-ball. Head back to the home page and open out 'Contact us' tab. :)

Missed out on high demand item
(Order processed after item has sold out)

Sadly this can happen - With high demand products comes an even higher traffic rate of visitors on the web store. Sadly what can happen from time to time is the item may have 10 pieces available and 15 visitors checking out at one time. Meaning some customers may miss out during that high frequency purchase period.

Our platform (Shopify, one of the worlds largest eCom platforms) still allows this purchase to go through when loading customer carts all at the same time. What then happens is when the orders are packed, the extra 5 purchases are place on back order.

We do endeavour to get back to any customer this may happen to within 24-72hrs. When and if this does occur the customer will receive a complete and full refund of the purchase and shipping amount.

How can you gain access to The Vault
  • “Tier 1 VIP customers” list consists of customers with $10,000 or more life time spend with the brand. When you reach this milestone or if you have already reached this milestone you will be automatically given access and notified. Once you have obtained your “Tier 1 VIP” status, access to The Vault is 24/7 and limited to your account only. Simply make sure you’re logged in which you can do from the footer of the website. If you don’t have a log in don’t worry, simply register with your customer details and it will be attached to your account.
  • Any customer that spends over the set access amount (this amount does change on a regular basis, for current amount please click on the cart a meter for entry will be listed) at any given time will gain a one-off 3 hour access code. That code will emailed to you after your checkout and order confirmation. The Vault email will have your code and log in details, simply follow the prompts and once you enter your code your timer will start. Please remember YOU DO NOT need to use your code straight away, feel free to use that access code whenever you wish.
How do I know I have gained access to The Vault
Each item you add to your cart a “Vault Meter” will calculate how far you’re away from gaining Vault Access.
What happens if I close my browser while in the Vault
If you close your browser window, or loose your browsing page. Not to worry. Your 3 hour access code will still work as long as 3 hours has not passed since originally entered. You can regain access by clicking the Vault link in the bottom footer of the webpage.
Can I buy as much as I want in The Vault
All Vault purchases will be limited to 2 items per style. So yes you can buy for gifts for other people but only two per style.

 

Quick shop:
Select Size
Quck buy all:

Select your sizes

Outerwear (Jumpers/Jackets/Vests)
Tops (Shirts/Singlets)
Bottoms (Shorts/Pants)
This will add 1 of every item in this delivery
(if available in the selected sizes) to your cart

Sorry

The sizes selected were unavailable.