Bought something from Country Road that broke too soon?
What does Country Road's warranty cover?
- All product categories — apparel, footwear, accessories, and homewares — are covered under Australian Consumer Law guarantees.
- Covers manufacturing defects and faults in materials or workmanship (e.g., stitching failures, faulty zippers, adhesive issues, weaving flaws).
- No set “warranty period” — items must last a reasonable time given their nature and price.
- Remedies: refund, replacement, or repair (at Country Road’s discretion for minor faults).
- Applies to both in-store and online purchases, including Country Road Outlet for faults.
How to claim a warranty with Country Road
- Identify the fault and note when you purchased the item.
- Gather proof of purchase — receipt, online invoice, loyalty account record, or bank statement.
- In-store claim — bring the item and receipt to any Country Road store or outlet. Staff will assess and may offer on-the-spot resolution.
- Online/remote claim — contact Customer Service:
- Phone: 1800 801 911 (Mon–Fri 9am–5pm AEST)
- Email: online@countryroad.com.au
- SMS: 0485 866 828
- Online form: via countryroad.com.au/contact-us
- Phone: 1800 801 911 (Mon–Fri 9am–5pm AEST)
- If posting the item — Country Road will provide a Reply Paid label or reimburse postage for faulty items.
- Resolution — refund, exchange, store credit, or repair depending on the case and your preference under ACL.
Exclusions & limitations - when Country Road's warranty doesn't apply
- Change of mind outside the 30-day returns period.
- Normal wear and tear (e.g., fading, pilling, sole scuffs after extended use).
- Misuse or improper care (e.g., ignoring care label instructions, using indoors-only items outdoors).
- Accidental damage (e.g., spills, snags, stains).
- Known faults in seconds/samples disclosed at purchase.
- No proof of purchase — may limit resolution to exchange/store credit at current value.
- Purchases from other retailers — claims should be made via original retailer.
- Subjective issues (e.g., comfort or design preferences).
- Items outside a reasonable timeframe for expected lifespan.
Required documentation for Country Road warranty claims
- Proof of purchase: store receipt, online invoice, e-receipt, or loyalty account record.
- Product details: name, style code (on garment label).
- Visual evidence: item itself (in-store) or clear photos (for online claims).
- All components of the product (pairs, sets, etc.).
- Return form or RMA number (for online returns).
- Communication records or reference numbers from prior customer service contact.
How long does the warranty claim process take with Country Road?
- In-store — often immediate resolution for clear faults (10–15 minutes).
- Online/mail returns —
- Shipping to warehouse: 3–7 business days.
- Processing: up to 10 business days after arrival.
- Refund to bank/card: 1–5 business days after processing.
- Replacement shipping: 3–7 business days delivery.
- Shipping to warehouse: 3–7 business days.
- Total online process: typically 2–3 weeks from posting to resolution.
- Delays possible during peak retail seasons or if fault assessment is disputed.
Country Road cases submitted through Ajust
The handbag I received as a gift started showing wear and tear far sooner than expected. I’d always trusted Country Road for quality, so this was disappointing. I asked for store credit because I just wanted something that reflected the standard I’d paid for. Thankfully, Ajust helped me get things moving with Country Road. - Mary
I was excited to use my new Country Road handbag but after one use, the clasp broke. I couldn’t believe it from a brand known for durability. I requested store credit, hoping to replace it with something that lasts. It felt good to have my case backed up and taken seriously. - Mary
I only wore my gold and pearl Country Road earrings a few times before they turned black. It was frustrating because they looked so elegant at first. I asked for a refund since that kind of discolouration shouldn’t happen so quickly. Having a platform that made it easy to raise the issue was such a relief. - Sabina
Recent Country Road customer warranty experiences
Positive — Quick in-store exchanges for obvious defects. Goodwill credits issued even without receipt for loyalty members.
Neutral — Leggings were refunded after a seam failure. Store credit was given due to a missing receipt.
Negative — Country Road denied a jumper exchange due to suspected misuse (pulled threads).
Official Country Road Warranty Policies & Support Links
- Country Road – Returns & Refunds Policy
- Country Road – Contact Us
- Phone: 1800 801 911 (Australia)
- Email: online@countryroad.com.au
Country Road Warranty FAQs
What does Country Road’s product warranty actually cover under Australian Consumer Law?
Country Road’s warranty covers manufacturing defects or faults in materials and workmanship across apparel, footwear, accessories, and homewares. This includes stitching failures, faulty zippers, or weaving flaws. There’s no set warranty period—the product must last a reasonable time for its type and price. Remedies include refund, replacement, or repair. This coverage applies to both in-store and online purchases, including Country Road Outlet items, when a genuine fault is present.
How can I make a Country Road warranty claim for a faulty item?
To claim, identify the fault and provide proof of purchase like a receipt, invoice, or bank record. You can take the item to any Country Road store for assessment or contact Customer Service online, by email, phone, SMS, or via the contact form. If return postage is required, Country Road provides a Reply Paid label for faulty items. Depending on the case, you may receive a refund, exchange, repair, or store credit.
How long does it take for a Country Road warranty claim to be processed?
In-store warranty claims are often resolved immediately, usually within 10–15 minutes. Online or mailed claims take longer: shipping 3–7 days, assessment up to 10 business days, and refunds or replacements another 3–7 days. Most online resolutions take about two to three weeks from posting to outcome. Peak retail periods or disputed faults may cause delays, so keeping communication records can help track progress.
What isn’t covered under Country Road’s warranty policy?
Country Road’s warranty doesn’t cover change of mind after 30 days, normal wear and tear, misuse, or accidental damage. Ignoring care instructions or using products outside their intended purpose (like indoor shoes outdoors) voids coverage. Known faults disclosed at sale, subjective issues like fit, and missing proof of purchase may limit your remedy to store credit. Items bought from other retailers must be returned to the original seller.
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