Had an issue with

Witchery

? Get a real response.

• Phone: Call 1800 033 465 (Mon–Fri, 9am–5pm AEST). State you’re lodging a complaint (product quality, online order, in-store experience). If the line is busy or unresponsive, use the channels below next.
  
  
• Email: Write to customerservice@witchery.com.au with your order number, dates, store location (if relevant), photos, and the outcome you want (refund, replacement, exchange).
  
  
• Online Contact Form: Go to Help & Support → Contact Us on witchery.com.au and submit the details.
  
  
• Live Chat / SMS: Witchery (via Country Road Group) supports chat and SMS during business hours. Use the site’s Chat icon or contact page instructions for quick responses.
  
  
• In-Store: Visit a store and ask for the manager on duty. Bring proof of purchase and the item. Managers can often exchange/refund or escalate internally on the spot.
  
  
• App: Use the Witchery app’s help section to reach the same support teams.
  
  
• Social DMs (backup): If other methods stall, send a polite Facebook/Instagram DM to prompt attention (don’t share personal details publicly).
  
  

Tip: In your first message include: itinerary/order number, dates, concise summary, evidence (photos/screenshots), and your requested remedy. Ask for a case/reference number.

• Acknowledgment: Immediate on phone/chat. Email confirmation arrives within a couple of business days.
  
  
• Investigation: Team checks warehouse/courier data (delivery issues), inspects quality claims, involves store or product teams as needed.
  
  
• Resolution & Response:
  
  
  • Refund/Exchange/Replacement (e.g., faulty product, order never arrived).
    
    
  • Rewards/Promo Fixes (manual points/voucher application).
    
    
  • Apology & Coaching for service issues, plus corrective steps.
    
    
• Timelines: Simple cases can resolve in a few days. More complex (lost parcels, stock errors) may take a week+. If you don’t hear back in 2–3 business days, follow up (or switch channels).
  
  
• Follow-Up: You’ll be told next steps (refund processing time, replacement tracking). If anything’s incomplete (wrong refund amount, no tracking), reply on the same case thread.
  

• Delivery delays / non-delivery: Orders arriving weeks late or cancelled due to stock errors with sparse updates.
  
  
• Hard-to-reach support: Phone not answered at times. Slow or generic email replies. Chat intermittently unavailable.
  
  
• Refund/return issues: Store credits instead of refunds, partial amounts, long processing times.
  
  
• Quality concerns: Items not matching description, fabric/finish issues, faults after minimal wear.
  
  
• Rewards & promos: Missing sign-up/birthday vouchers, codes not working, points not applied.
  
  
• Communication gaps: Unclear timelines, policy confusion (e.g., exclusions).
  
  

What helps: Use multiple channels, keep receipts/return lodgement proof, and document dates/names.