Still waiting on a

Peter Alexander

refund?

Peter Alexander's change-of-mind refund policy applies within 30 days of purchase, but a few key conditions determine whether your return will be accepted or turned away at the door.

You are eligible for a refund if:

• The item is returned within 30 days of purchase
• You have proof of purchase (original receipt or order confirmation email).
• The item is in original, unworn and unwashed condition with all tags, labels, and packaging intact
• For online orders, at least 48 hours have passed since delivery before you initiate the return

Items that cannot be refunded or exchanged for change of mind:

• Personalised or monogrammed items (unless the item is faulty)
• Gift cards are treated as cash and are non-refundable under any circumstances
• Items that have been worn, washed, or had tags removed
• Items returned outside the 30-day window (change-of-mind only; see Australian Consumer Law rights below)

Payment method restrictions:

• Afterpay, Zip, or Humm: in-store cash refunds are not available for these payment methods; items must be posted back to the online returns address. In-store, only an exchange or gift card is available
• PayPal: can be returned in-store for a refund or exchange with your invoice or confirmation email

Australian Consumer Law (faulty items):

• Peter Alexander's 30-day change-of-mind policy does not override your rights under the Australian Consumer Law
• Faulty, damaged, or incorrectly described items may be returned at any time regardless of when they were purchased

Christmas extended returns:

• Items purchased between 7 October and 24 December can be returned until 11 January (or a minimum of 30 days from the date of purchase)
• See Peter Alexander's Christmas extended returns policy for full details

For full eligibility details, see the Peter Alexander Returns & Exchanges policy.

There are three ways to submit a Peter Alexander return: in-store, by mail, or via an international returns portal. In-store is the fastest for most customers.

Return In-Store (Fastest)

1. Find your nearest Peter Alexander retail store in Australia.
2. Bring the item in original condition with all tags and packaging attached.
3. Bring your original receipt or email order confirmation.
4. A team member will process the refund at the counter.
5. Note: If you paid via Afterpay, Zip, or Humm, cash refunds are not available in-store. You'll be offered an exchange or gift card instead, or you can post the item back for a full refund.

Return by Mail (Online Orders)

• Repackage the item securely in original condition with all tags and packaging intact.
• Include a copy of your invoice or order confirmation inside the parcel.
• Post your return to: Peter Alexander Online Returns & Exchanges, 1 Roussos Place, Truganina VIC 3029
• Use tracked postage. Returns remain your responsibility until received by Peter Alexander.
• Expect a confirmation email once the return is received, then a second email when the refund is processed.

International Returns

1. Wait at least 48 hours after delivery before initiating a return.
2. Use the eShopWorld Returns Portal to generate your return label.
3. A flat fee of AUD $30 applies and will be deducted from your refund amount.

Need help?

• Phone: 1300 366 683 (Mon–Fri, 9am–5pm AEDT)
• Email: customerservice@peteralexander.com.au
• Help Centre: help.peteralexander.com.au

For step-by-step guidance, see How do I return an item? on the Peter Alexander Help Centre.

How long your Peter Alexander refund takes depends entirely on how you return the item.

In-store returns:

• Refunds are processed immediately at the counter
• Funds typically appear in your bank account within 1–3 business days depending on your bank

By mail (online returns):

• Allow up to 14 business days after your parcel is received for inspection and processing
• Allow a further 3–7 business days for the refund to appear in your account
• Total expected timeframe: up to 3 weeks from when Peter Alexander receives your return

What can speed things up:

• Returning in-store rather than by post
• Keeping all tags and original packaging intact before returning
• Including full proof of purchase with the parcel
• Using tracked postage so receipt can be confirmed without dispute

What can slow things down:

• Missing tags, labels, or proof of purchase may trigger additional review
• High-volume return periods such as post-Christmas
• Mail delays or untracked postage complicating receipt confirmation
• Afterpay or Zip purchases that must be returned by mail rather than resolved in-store

Note: Original delivery charges are not refunded for change-of-mind returns. International returns have a flat AUD $30 return fee deducted from the refund.

Peter Alexander refunds are issued to the original payment method used at purchase. The method you paid with also determines where you can return.

• Credit or debit card — Full refund in-store (immediate) or by mail (up to 14 business days + 3–7 days for funds to clear)
• PayPal — Refund available in-store with invoice or email confirmation, or by mail. See Peter Alexander's PayPal returns guide
• Afterpay — In-store: exchange or gift card only. Full refund available when item is posted back to the online returns address. See the Afterpay, Zip and Humm refund guide
• Zip or Humm — Same conditions as Afterpay: exchange or gift card in-store; full refund by mail only
• Gift card — Not refundable. Exchange or store credit only

Key conditions applying to all refund methods:

• Refunds are processed at the original purchase price, not the current retail price
• Delivery charges are not refunded for change-of-mind returns
• Standard delivery charges apply for exchanges sent back to customers, unless the item was faulty
• International returns incur a flat AUD $30 return fee deducted from the refund amount

• Tags removed or items already worn — The most common reason refunds are declined. Peter Alexander requires all items to be in original, unworn, unwashed condition with labels and tags intact. Keep tags on until you are certain you want to keep the item.
  
  
• Missing or lost receipt — Without proof of purchase, your refund request may be delayed or declined. Save your order confirmation email or original receipt before returning. If you've misplaced it, call 1300 366 683. Customer service may be able to verify the purchase in some cases.
  
  
• Afterpay and Zip customers expecting an in-store cash refund — A recurring source of confusion. Peter Alexander's policy is clear: Afterpay, Zip, and Humm purchases cannot receive a cash refund in-store. The item must be posted back to Truganina for a full refund. In-store, only an exchange or gift card is available.
  
  
• Slow response times and no communication after mailing a return — Some customers report waiting over two weeks with no update after sending an item back. Use tracked postage, keep your tracking number, and follow up by phone if no confirmation email arrives within 14 business days of your parcel being delivered.
  
  
• Faulty items disputed or refund delayed — For items that fail after a short period of normal use, Australian Consumer Law applies regardless of the 30-day window. Reference your ACL rights clearly in writing when contacting Peter Alexander. If the issue remains unresolved, contact the ACCC or your state's Fair Trading office.
  
  
• Return postage costs — Peter Alexander does not provide prepaid return labels for change-of-mind returns by mail. You pay postage. For heavier items or multiple pieces, this can add meaningful cost. Returning in-store is always free and considerably faster.