Need to contact

Witchery

and make sure they reply?

Witchery offers customer service across online and in-store channels to support fashion shoppers.

• Support Channels: You can reach the team via email (customerservice@witchery.com.au), the advertised toll-free line (1800 033 465, Mon–Fri 9am–5pm AEDT), or through the online Contact Us page. In-store staff also assist with refunds, exchanges, and product queries.
  
  
• Reputation: Store staff often receive praise for being friendly, helpful, and proactive, while the Witchery Rewards loyalty program is widely appreciated for perks like birthday vouchers and member discounts.
  
  
• Challenges: Online support draws criticism for slow replies and difficulty reaching head office, with some customers feeling “ghosted” when chasing refunds or delivery updates.
  
  

Overall, Witchery delivers a strong in-store experience, though many shoppers say the online customer service infrastructure needs to match the quality of their fashion.

Shoppers report a set of recurring issues, particularly with online orders:

• Difficulty reaching support – Customers describe the phone line as disconnected or unanswered, live chat disabled, and email replies slow and generic.
  
  
• Refund delays – Refunds sometimes take weeks beyond the promised timeframe; in some cases, customers received partial or incorrect refunds.
  
  
• Order cancellations – Confirmed items have later been cancelled due to stock errors, even months after purchase.
  
  
• Delivery delays – Promised 3–5 day shipping stretching to weeks without proactive updates.
  
  
• In-store vs online confusion – Some store managers declined to process online order refunds, contradicting official policy.
  
  
• Quality concerns – Reports of cotton tees pilling after one wear or expensive shirts creasing badly, with support not always helpful in addressing quality complaints.
  
  

The main frustration is lack of responsive communication, followed by slow refunds and order fulfilment issues.

Here are the main ways to get help with Witchery:

• Email: Send queries to customerservice@witchery.com.au. Include your order number, item details, and issue. Responses typically come within weekdays, 9am–5pm AEDT. If you receive a generic response, reply requesting escalation.
  
  
• Phone: Call 1800 033 465 (toll-free, Mon–Fri 9am–5pm AEDT). Some customers report difficulties reaching this line, but it’s worth trying for urgent issues.
  
  
• Contact Us Form / Chat: Use the Contact Us page for queries. Witchery has tested text-based support systems. Provide details upfront each time.
  
  
• In-Store Assistance: Bring your invoice and items to any Witchery store for returns, exchanges, or product questions. Staff can process refunds or exchanges, though PayPal/ZipPay refunds may still be routed via head office.
  
  
• Rewards Hotline: For loyalty-related queries (missing rewards, tier issues, birthday vouchers), contact via the same customer service channels, specifying your Rewards account.
  
  
• Pro Tips: Save email copies, note call times and names, and use clear subject lines like “URGENT: Refund for Order #___”. If all else fails, escalate through social media posts or consumer authorities.
  

• Returns & Refunds: 30-day returns for change of mind, provided items are unworn, tagged, and in original condition. Returns can be free via Australia Post (through the returns portal) or processed in-store. Refunds go back to the original payment method.
  
  
• Exclusions: Earrings, cosmetics, underwear, and used/opened items (unless faulty) cannot be returned.
  
  
• Exchanges: Available in-store. Online returns are refund-only (re-buy required for exchanges).
  
  
• Refundid Option: Instant refunds are possible via Refundid if you use their portal.
  
  
• Shipping: Free standard delivery on orders over $100; otherwise, standard fees (~$9.95). Delivery estimated 3–5 business days, though delays may occur. Tracking is provided via email once shipped.
  
  
• Order Issues: Out-of-stock or cancelled items are refunded. Delays should be raised if delivery exceeds a reasonable timeframe.
  
  
• Loyalty Program – Witchery Rewards: Free membership with vouchers ($10–$35 based on spend), free returns, and birthday gifts. Silver and Gold tiers offer extra perks.
  
  
• Complaints: Escalate unresolved issues via email (add “Complaint” to subject) or through consumer affairs if needed.