Had an issue with Showpo? Get a real response.
Online Australian women's fashion retailer, Showpo, offers clothing for every type of event. The retailer is strictly online only and no longer has any physical shopfronts in Australia.
Showpo offers two main methods for customers to submit complaints, which include a 24/7 live chat function and an email address. There is no phone or face-to-face support option. Showpo suggests keeping your order number, account email, and photos of the item at the ready when filing a complaint, which should help facilitate a speedy solution. It's also recommended that you keep a log of any interactions with online support that you can reference later should your complaint need a follow-up.
Online chat support is very responsive, with agents' first responses typically arriving within the first minute of contact. Simple fixes can be resolved in one conversation, but refunds may take up to 7 business days to appear.
A common complaint among customers is Showpo's firm 7-day refund policy, which only allows cash refunds within a week of purchase, and reverts to store credit after this window. Lost orders, delayed parcels, and faulty clothing are other issues customers may submit complaints about.
If Showpo's support isn't helping, requesting management or turning to a consumer body like the ACCC or State Fair Trading organisations offer viable methods of escalation.
How to submit a complaint with Showpo
Submitting a complaint to Showpo is straightforward. Here’s how to do it:
- Prepare your details: Have your order number, account email, and any photos (e.g., faulty items) ready.
- Contact support: Use Showpo’s 24/7 live chat via the Help page, or email info@showpo.com.
- State your issue clearly: Mention if it’s a “faulty item,” “late delivery,” etc., and include as many order details as possible.
- Use the Returns Portal: For refunds or faulty items, log into Showpo’s Returns Portal to lodge your case. Upload photos of the item if relevant.
- Keep records: Save chat transcripts, confirmation numbers, or email threads to follow up later.
💡 Tip: Showpo’s live chat is the fastest route. Agents typically reply within minutes.
Showpo’s customer service team handles all complaints. Their process is as follows:
- Fast replies: Live chat agents answer in ~26 seconds (on average); emails are usually answered within 24–48 hours.
- Case ownership: An agent logs your complaint and provides updates until it’s resolved.
- Resolution times:
- Simple fixes (order cancellations, address corrections) are handled instantly via chat.
- Refunds take up to 7 business days once approved.
- Complex cases (lost packages, escalated refunds) may take 1–2 weeks.
- Simple fixes (order cancellations, address corrections) are handled instantly via chat.
- Escalation: If the issue needs more authority, it’s passed to a senior agent or manager.
- Communication: You’ll get email confirmations or chat follow-ups as your case progresses.
Common complaints against Showpo
The most frequent Showpo complaints include:
- Sizing & fit: Inconsistent sizing leads forces customers to return items.
- Product quality: Faulty items (e.g., broken zippers, seams, poor stitching).
- Refunds & returns: Frustration with Showpo’s strict 7-day refund window (store credit only after that). Some customers report delays in receiving refunds.
- Shipping delays: Express or same-day deliveries sometimes arrive late, with lost-in-transit parcels reported.
- Customer service communication: While many praise quick replies, others complain of slow follow-ups or needing to chase refunds multiple times.
Showpo complaints submitted through Ajust
I returned a dress exactly how Showpo’s policy outlined, so getting an email saying my refund was refused felt incredibly frustrating. I’d followed every step and just wanted the issue resolved quickly, but instead I was left confused and chasing answers. It turned a simple return into a complaint I never expected to make. - Rose
I bought two dresses from Showpo for an event and was really disappointed when they arrived. The fabric felt poor and the stitching was already coming undone, which wasn’t what I expected at all. It left me stressed, without anything to wear, and needing to complain just to ask for a fair refund. - Shanice
How other consumers Showpo complaints got resolved
Delayed refund fixed: A customer waited over 2 weeks for a refund. After following up with chat and email, Showpo manually processed it and apologised.
Faulty item replaced fast: A shopper received a defective dress. Showpo covered return shipping and issued store credit the same day.
Refund policy dispute: A customer missed the 7-day refund window (returned after 10 days). Showpo stuck to its policy and offered store credit only, despite the customer's threats to escalate to the ACCC.
If your complaint isn’t resolved:
1. Ask for a manager: Request escalation to a senior team member for review.
2. Consumer agencies:
- NSW Fair Trading (or your state’s equivalent) can mediate disputes.
- ACCC accepts reports of unfair or unlawful practices (though they don’t resolve individual refunds).
3. Payment dispute: As a last resort, file a chargeback with your bank or PayPal if Showpo fails to deliver or refund.
- Australian Consumer Law (ACL): Guarantees your right to a refund or replacement for faulty products, regardless of Showpo’s internal 7-day policy.
- ACCC: Submit a complaint via Report a Consumer Issue. Used for identifying patterns of misconduct.
- State Fair Trading: NSW Fair Trading (13 32 20) or an equivalent state agency can intervene in retail complaints.
- International customers: NZ shoppers can contact the Commerce Commission. Other countries should use their local consumer protection agency.
- 💬 Showpo Help & Contact – 24/7 live chat and email (info@showpo.com).
- 📦 Showpo Returns Portal – Lodge returns, faulty item complaints, or refund requests.
- 📜 Showpo Refund & Returns Policy – Official terms.
- 📚 Showpo FAQ Help Centre – Answers to common issues.
- 🏛️ ACCC Complaint Form.
- 🏛️ NSW Fair Trading Complaints.
- 📝 Trustpilot Reviews – Public complaint responses.
Showpo Complaints FAQs
How do I submit a complaint to Showpo the fastest way?
The fastest way to submit a complaint to Showpo is through their 24/7 live chat on the Help page. Live chat agents usually reply within seconds, making it quicker than email. Have your order number, account email, and any photos ready so the agent can log your issue immediately. For refunds or faulty items, using the Returns Portal at the same time helps avoid delays and speeds up resolution.
What happens after I submit a complaint to Showpo?
After you submit a complaint, Showpo’s Customer Happiness Team logs your case and assigns an agent to manage it. Simple issues like cancellations or address changes are often fixed instantly via live chat. Refunds are processed within up to seven business days once approved, while complex cases such as lost parcels can take one to two weeks. You’ll receive email or chat updates throughout the process.
What are the most common reasons people complain to Showpo?
The most common Showpo complaints involve sizing and fit issues, faulty or poor-quality items, refund delays, and shipping problems. Many customers also raise concerns about strict refund timeframes, especially the seven-day window for cash refunds. Knowing these common issues helps you frame your complaint clearly, provide the right evidence, and push for a faster outcome from customer support.
How can I escalate a Showpo complaint if customer support doesn’t resolve it?
If Showpo doesn’t resolve your issue, you can ask for your case to be escalated to a senior agent or manager. You can also send a formal complaint to Showpo’s head office address in NSW. If that fails, Australian consumers can contact NSW Fair Trading or report the issue to the ACCC. As a last resort, a bank or PayPal chargeback may apply.
You’ve done your part, now it’s time to hold Showpo accountable.
Take the final step and submit a complaint that gets seen and responded to.