Returns Policy (NZ & International)

We know it's not always easy to get the right fit or feel when shopping online. Here's a quick overview of how returns work at STAX. for orders delivered outside Australia.

If you've changed your mind, you'll have 30 days from delivery to post your return.
You can choose a refund or 110% store credit.
In some countries, we'll send you a prepaid return label and a return fee applies.
Elsewhere, you'll send your return back to us yourself, at your own cost, with no return fee. Our returns portal shows which applies to you.
Items need to be unworn and unwashed, with tags attached. For hygiene reasons, we also can't process returns for underwear, socks and swimwear if you've changed your mind. Items in our Outlet are final sale.
You can start your return through our returns portal: returns.stax.com.au
If your item is faulty, we're really sorry. Lodge a claim in our returns portal or email help@stax.com.au, and we'll sort it out free of charge.

This policy applies to orders delivered outside Australia. If your order was delivered in Australia, please see our Australian returns policy.

Change of mind

Changed your mind? You can return items within 30 days of receiving your order (see “Return options”).

Before sending anything back, please check your items meet our return conditions, as some items can’t be returned (see “Items we can’t take back”).

How to return:

Start your return in our returns portal using your order number and postcode.
Pack your items in the original STAX. bag. To reseal it, peel the protective strip off the second adhesive seal and press it closed.
If a prepaid return label is available for your country, you’ll receive one through the returns portal. Attach it over the original label, then drop your parcel off at your local post office.
If a prepaid label isn’t available for your country, send your parcel to the address shown at the end of your return using a tracked service. Mark it as “returned goods” on the customs form, then add your tracking number in the returns portal so we can follow its progress.

Start a return

Return options

Full-price items can be returned for:

A refund to your original payment method
Store credit worth 110% of the amount paid

Exchanges aren’t yet available for orders delivered outside Australia. If you’d like a different size or style, choose store credit and use it on a new order straight away.

Good to know:

Sale items: change of mind returns are available as store credit only, unless you’re in the UK or EU (see “Your consumer rights”).
Outlet items: these aren’t eligible for change of mind returns (see “Items we can’t take back”).
Items paid with store credit or a gift card: these are returned at their original value (see “Your store credit”).

Refunds and store credit are issued in the currency you paid in. This doesn’t affect your rights under your local consumer laws if an item is faulty.

Items we can’t take back

To be returned for a change of mind, items need to be:

Unworn and unwashed
Tags attached
No make-up, tan or perfume marks

To make sure every item reaches its next owner in new condition, we can’t process change of mind returns that don’t meet these conditions.

For hygiene reasons, we also can’t accept change of mind returns on underwear, socks or swimwear.

Items in our Outlet are final sale, so we can't accept them for a change of mind return or exchange. If you're in the UK or EU, you can still cancel within 14 days (see “Your consumer rights”). If one of these items is faulty, we will still process a return for you (see “Faulty or damaged items”).

Return fees

Return options vary by location. When you start your return in our returns portal, you’ll see the option and any fee that applies to you before you confirm.

Prepaid label available: a return fee applies to all change of mind returns, including refunds and store credit. The fee is deducted from the amount returned to you.

Prepaid label not available: we’re working on adding prepaid labels for more countries. In the meantime, send your return using a postage provider of your choice at your own cost. No return fee applies, but return postage can’t be reimbursed.

Parcel forwarding services: if your order was delivered to a parcel forwarding service, you’ll need to arrange and pay for the return yourself.

Original shipping costs, duties and taxes aren’t refunded on change of mind returns.

Faulty items can always be returned free of charge (see “Faulty or damaged items”).

Processing times

We aim to process your refund or store credit as quickly as possible.

Delivery time for your return depends on your location and postage service, and may be longer during sales and public holidays due to postal and customs delays.

Once your return reaches our warehouse, we aim to process it within 5 business days and will email you when it’s done.

Store credit is available to use immediately. Refunds usually take 3–5 business days to appear, depending on your payment provider.

Faulty or damaged items

We take a lot of care to make sure every STAX. piece meets our quality standards, so we're really sorry if something isn't right with your order.

If your item arrives damaged, develops a fault, or isn't what you ordered, you can lodge a claim through our returns portal (returns.stax.com.au) or email help@stax.com.au. Either way, please include:

Your order number
Photos of the item
A short description of what's wrong

Our team will look into it for you. If your item is faulty, you can choose a refund, a replacement, or store credit if you prefer. Refunds also include your original shipping cost. Faulty returns are always free, and the change of mind time limit, conditions and fees don't apply.

Sometimes we'll ask you to send the item back so we can understand what went wrong and stop it happening on future orders. If we do, we'll send you a prepaid return label if one is available for your country. If not, please send it back with a tracked service and we'll reimburse your postage.

Your store credit

Store credit for change of mind returns is issued at 110% of the amount paid by card, PayPal or Afterpay, in the currency you paid in. You’ll receive an email confirming the amount once it’s issued.

Items paid for with store credit or a gift card are returned at their original value. Store credit can’t be exchanged for cash.

Store credit is valid for 3 years from the date of issue.

Your consumer rights

Our products come with consumer guarantees under the laws of the country you’re in. Nothing in this policy limits your rights under those laws.

In New Zealand, these include the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

If you’re in the UK or EU, you also have a legal right to cancel your order within 14 days of receiving it, for any reason. This applies to all items, including sale and Outlet items. For hygiene reasons, underwear, socks and swimwear supplied in sealed packaging or with a hygiene liner can’t be returned under this right once the seal or liner has been removed. To cancel, start your return in our returns portal within 14 days of delivery. We’ll refund the price you paid and standard shipping within 14 days of receiving your items back, or proof that you’ve sent them back, whichever is earlier. You’ll need to cover the cost of sending it back.

Where the rest of this policy gives you more, such as 30 days to return or 110% store credit, you can choose that instead.

Get in touch

If you have any questions about a return, our Customer Support team is happy to help. Email us at help@stax.com.au and we'll get back to you within 24 hours.

We may update this policy from time to time. The version in place when you placed your order is the one that applies.