Need to contact

Country Road

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Country Road provides multiple ways to get help with purchases, returns, and product queries. Support channels include a toll-free phone line (1800 801 911), live chat, SMS text support (0485 866 828), and email. Phone and chat operate long hours (9am to 11pm AEST on weekdays, and 9am to 7pm on weekends) making it easy to connect outside standard work hours. Live chat and SMS are convenient for multitasking or avoiding hold times, and in-store staff can assist with many issues, especially in-person exchanges and loyalty queries.

While the brand’s premium image is reinforced by many positive service experiences, some online customers report occasional delays or the need for follow-up, particularly during major sales events. Country Road is part of the Country Road Group and adheres to Australian Consumer Law, ensuring customers’ rights are protected.

 The most frequently reported issues include:

• Delivery delays – Orders, especially during outlet sales, can take longer than the advertised 3–5 business days to dispatch.
  
  
• Stock cancellations – Some orders are later cancelled due to unavailable stock, sometimes after holding payment for over a week.
  
  
• Slow refunds – Refunds are generally processed in 7–10 days, but some customers report longer waits requiring follow-up.
  
  
• Communication gaps – Customers sometimes receive inconsistent information between online support and stores.
  
  
• AI assistant limitations – The virtual assistant can be unhelpful for anything beyond simple queries, requiring escalation to a human agent.
  

In contrast, in-store experiences are often praised, with staff resolving issues promptly and offering proactive help.

• 📞 Phone: Call 1800 801 911 (toll-free in Australia) Mon–Fri 9am–11pm AEST, Sat–Sun 9am–7pm AEST.
  
  
• 💬 Live Chat: Available via the Country Road Contact page during the same hours as phone support.
  
  
• 📱 SMS: Text 0485 866 828 with your query. Responses are sent during 9am–5pm weekdays, 9am–6pm weekends.
  
  
• 📧 Email: Send to customerservice@countryroad.com.au for general inquiries, or online@countryroad.com.au for online order issues.
  
  
• 📚 Help & FAQs: Check countryroad.com.au/help for quick answers on delivery, returns, and rewards.
  
  
• 🏪 In-store: Staff can assist with purchases, exchanges, and loyalty card issues, and guide you on online returns.
  
  

💡 Tip: Keep your order number or loyalty member number ready to speed up service.

• Returns: 30-day free returns for change of mind on most items (unworn, tags attached), with an extended 45-day postal window for online orders.
  
  
• Refunds: Processed to the original payment method within 7–10 business days after the return is received.
  
  
• Exchanges: In-store exchanges allowed; online purchases require return/refund, then placing a new order.
  
  
• Faulty Items: No strict time limit (Australian Consumer Law applies). Country Road covers return shipping and offers a refund or replacement.
  
  
• Cancellations: Contact support immediately. If the order has already dispatched it must be returned for a refund.
  
  
• Shipping: Free standard delivery over $100; $10 flat fee under. Standard delivery is 3–5 business days, longer during peak periods.