Bought something from Witchery that broke too soon?
What does Witchery's warranty cover?
Witchery does not market a named warranty policy, but all purchases are protected under Australian Consumer Law (ACL). This means every Witchery item (from clothing and accessories to footwear) must be of acceptable quality, fit for purpose, and as described.
Witchery covers:
- Manufacturing defects: stitching coming undone, zippers or buttons failing, torn linings, broken trims, fabric tearing under normal use.
- Product faults on arrival: receiving an incorrect, damaged, or misaligned item.
- Reasonable lifespan: e.g. a $200 coat should last multiple seasons. If it falls apart in weeks, that is covered.
If a fault is:
- Major → you may choose a refund or replacement.
- Minor → Witchery may offer a repair or replacement in a reasonable timeframe.
This coverage applies to both full-price and sale items (unless explicitly sold as damaged stock).
How to claim a warranty with Witchery
- Stop using the item – Do not try to repair it yourself. Keep it in its current state.
- Gather proof of purchase – Receipt, online invoice, packing slip, or bank statement showing the transaction. Loyalty accounts can also help staff look up purchases.
- Choose how to claim:
- In-store: Bring the item and proof of purchase to any Witchery store. Most claims are inspected and resolved on the spot with a refund or exchange.
- Online/Customer Service: Contact Witchery by phone (1800 033 465) or email (customerservice@witchery.com.au). You may be asked for order details and photos. Witchery provides a free online returns portal with prepaid labels for mailing faulty items.
- In-store: Bring the item and proof of purchase to any Witchery store. Most claims are inspected and resolved on the spot with a refund or exchange.
- Provide the item for inspection – Staff or Witchery’s quality team will confirm the fault.
- Choose your remedy – Refund, exchange, or (in limited cases) repair, depending on stock availability and severity of the fault.
- Document interactions – Keep receipts, emails, and reference numbers in case you need to follow up.
Exclusions & limitations - when Witchery's warranty doesn't apply
Witchery covers genuine defects but not:
- Normal wear and tear: fading, pilling, stretched fabrics, or worn soles after reasonable use.
- Misuse or improper care: washing against care labels, storage damage, accidents (tears, burns, stains).
- Altered or repaired items: third-party tailoring or DIY fixes can void coverage.
- Change of mind or fit issues: not covered once worn unless faulty.
- Minor issues: loose threads or single missing trims may be repaired instead of refunded.
- Disclosed faults: outlet or seconds stock sold as-is cannot later be claimed as faulty.
- Proof of purchase missing: without any evidence of purchase, claims may be denied.
Witchery covers manufacturing faults, not misuse, accidents, or expected aging.
Required documentation for Witchery warranty claims
Prepare the following:
- Proof of purchase – Receipt, invoice, order confirmation, loyalty history, or bank statement.
- Product information – Style name/code, size, colour, order number, or store/date of purchase.
- Description of fault – Clear, factual explanation (e.g., “seam unravelled after one wear”).
- Photographic evidence (if online) – Close-up and wider shots of defects.
- Returns form/authorisation – For online returns, complete the form and include in parcel.
- Personal ID (sometimes) – May be requested for returns without receipt or large cash refunds.
How long does the warranty claim process take with Witchery?
- In-store: Same-day resolution. Refunds or exchanges can be processed immediately. Card refunds may take 2–5 business days to appear in your account.
- Online/mail:
- Lodging claim → instant confirmation.
- Shipping to warehouse → 2–7 days.
- Processing → up to 10 business days after item received.
- Refund to card → additional 3–5 days depending on your bank.
- Lodging claim → instant confirmation.
Typical timeline: 1.5–3 weeks online; same day in store. If delays occur, follow up with customer service.
Witchery cases submitted through Ajust
I bought a faux-leather skirt from Witchery and barely wore it, so I was shocked when the vinyl peeled off during a day at my new job. It was embarrassing and honestly not the quality I expect from a brand I’ve supported for years. Something that’s been worn only a handful of times shouldn’t fall apart like that. - Lina
Recent Witchery customer warranty experiences
Positive resolution: Shoppers often report smooth exchanges in-store for obvious defects, with staff offering immediate replacements. One customer praised head office for quickly restoring her lost rewards voucher.
Delays online: Some customers waited 15+ days for refunds, needing to chase Witchery for updates. Others reported being issued vouchers instead of refunds, requiring correction.
Claim denials: Occasionally, issues like stains or bubbling fabric were blamed on misuse rather than faults. In one case, staff asked a customer to wash a faulty item before refunding, which is unnecessary under ACL. Persistence led to a resolution.
Official Witchery Warranty Policies & Support Links
- Witchery Returns & Exchanges Policy
- Free Online Returns Portal (Australia Post)
- Customer Service: 1800 033 465 (Mon–Fri, 9am–5pm AEST)
- Email: customerservice@witchery.com.au
- Witchery Store Locator
- ACCC – Consumer Guarantees
Witchery Warranty FAQs
Does Witchery have a formal warranty, and how long are my rights valid under Australian Consumer Law?
Witchery doesn’t offer a named warranty, but every purchase is automatically covered under Australian Consumer Law with no time limit beyond the product’s reasonable lifespan. This means your rights apply as long as the item should reasonably last, depending on its price and quality. If something fails earlier than it should, you’re still entitled to a remedy. This helps you claim confidently even months later, especially for higher-value items expected to last multiple seasons.
What counts as a genuine manufacturing fault when making a Witchery warranty claim?
A genuine manufacturing fault is any issue that appears despite proper use, such as stitching failures, broken zips, torn linings or trims failing under normal wear. These faults differ from wear and tear because they indicate the product wasn’t up to acceptable quality from the start. Knowing this helps you push back if staff try to attribute clear defects to misuse, especially when the problem appears early in the item’s life.
Can Witchery refuse my warranty claim if I’ve worn the item?
Yes, Witchery can refuse a claim if the issue is caused by misuse, accidents, washing errors or normal wear and tear—not a defect. However, wearing an item doesn’t void your rights if it fails sooner than expected due to a fault. If stitching unravels after one use or a zip breaks within weeks, it’s still covered. This distinction helps you stand your ground when a store tries to dismiss a legitimate fault as “wear and tear.”
What should I prepare to make my Witchery warranty claim as fast and stress-free as possible?
To speed up your Witchery claim, gather proof of purchase, basic product details and a clear description of the fault before you contact them. If you’re claiming online, photos of the defect help avoid delays. Having everything ready means staff can verify the issue faster, reducing back-and-forth and helping you get to a refund or replacement sooner—especially useful for time-poor shoppers who want quick, hassle-free resolutions.
If you don’t act now, you might lose your rights.
We’ll help you file a complaint and use your warranty the way it was meant to work.