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Friday - Sunday: 9am - 7pm (AEDT)

Monday - Thursday: 9am - 5pm (NZDT)

Friday - Sunday: 10am - 5pm (NZDT)

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FAQS

Online Order

Order Status

When placing an order, customers will receive regular email updates on their orders via the email address provided. Alternatively, as a Witchery member, you can view your order status by logging into our website and visiting the ‘My Orders’ tab. This will allow you to monitor the progress of any orders you have placed. Please note, you may not be able to view your order status while it is being updated.

Once your order has been completed, a dispatch email will be sent to you. This will contain a tracking number which can be used to track the progress of your delivery. Please note that items purchased from our third-party sellers will be sent directly from the seller and may have a separate tracking number.

Your tracking number may not be active via the courier’s website for up to 48 hours while it’s awaiting collection from the dispatch location, unless you have selected Same Day Delivery.

Invalid Card Number: Payment could not be processed for your order. An email with a link to re-enter payment information would have been sent to you. Please ensure you action this within 24 hours or your order will be cancelled.

Missing Item

From time to time we may be required to split your order. As a result, you may receive separate parcels. This will be specified on your online account or dispatch emails.

If your order has been sent in different parcels, then each packing slip will tell you the items you can expect to find inside. Please check the packing slip from each parcel to make sure you're not missing anything.

If you believe an item is missing, please contact our Customer Service team via Live Chat or SMS on 0488 886 052 with the order number and the missing item details. We will resolve the issue for you as quickly as we can.

Faulty Item

We aim to provide our customers with products of the highest standard and quality.

If you have received an item that is not up to standard, please contact our Customer Service team with your order number and item details as soon as possible.

We will require clear images of the item so we can guide you through the assessment process and help resolve the problem as swiftly as possible.

Please note, if your item was purchased in a Witchery store you will need to return in-store for an assessment.

Can I change or update my order?

Unfortunately, due to system constraints, we are unable to make any changes to your online order once it has been placed. This includes updating the address, applying a reward or promotion, cancelling the order or changing the delivery service.

In the event the incorrect delivery address has been provided, please contact our Customer Service team promptly and they will attempt to redirect your delivery once your order has been dispatched.

Please note, redirections are not guaranteed and your order may be delivered to the original address provided. Witchery is unable to refund or replace orders for unsuccessful redirections.

Witchery Welcome Offer

This offer is available to customers after joining the Witchery Rewards Program for their first time. To apply the offer, the promo code must be applied at checkout. This code is provided on the Member Details confirmation page upon sign up. This is a one-time use code and must be redeemed within 7 days from the date of issue. For more information, please click here.

Click & Collect

Our free Click & Collect service is available at most stand-alone Witchery stores near you. If the item/s needed to fulfill your order are available on hand in your selected store, your order will be completed as a Click & Collect Order, and will be available for collection within 8 business hours. If the item/s needed to fulfill your order need to be shipped to your selected store from our warehouse, your order will be completed as a Click & Collect Later order and will be available for collection within 3-8 business days. For more information, please click here.

Please note that Click & Collect is not available for the delivery of third-party products purchased on our website at this time.

Delivery

Order Tracking

Once your order has been dispatched, you will be emailed your dispatch confirmation which will contain your tracking number. Your tracking number may not be active via the courier’s website for up to 48 hours while it’s awaiting collection from the dispatch location.

If your tracking information hasn’t updated after 3 business days, please contact our Customer Service team so that we can investigate your delivery further.

New Zealand and International orders: you will receive your tracking number after your order has been dispatched and is on its way to you. If it has been more than 5 business days since dispatch and you are yet to receive your tracking number, please contact our Customer Service team so that we can investigate.

Authority to Leave

All Witchery online orders are dispatched with Authority to Leave (ATL) as the standard delivery method. This means your parcel may be delivered to your nominated shipping address and left in a safe place without requiring a signature.

Please note:

ATL is automatically applied to most orders and cannot be removed at checkout.
In some locations, Australia Post may apply a signature-on-delivery service (such as StarTrack Premium), which may override ATL preferences depending on your delivery postcode.
Delivery confirmation is based on tracking and updates provided by the delivery provider.
Witchery is not liable for any loss or damage that occurs after delivery has been completed under ATL; though we understand some situations may require further support. If so, please contact us via Live Chat for support.
If you have any concerns about the security of your delivery address, we recommend selecting Click & Collect (where available) or providing an alternate secure address during checkout.

If you have any concerns about the security of your delivery address, we recommend selecting Click & Collect (where available) or providing an alternate secure address during checkout.

Multiple Deliveries

If you have placed an order with multiple items, these items may only be available for dispatch from separate locations. Please note that orders including products from our third-party sellers will be sent to you directly from the third-party seller. In this instance, your order will be split into multiple orders, and will be delivered separately under different tracking numbers. Each time your order is split, you will receive an email notification with the new order details. There will not be any additional shipping charges applied to split orders for Witchery products, however a separate fee may apply to third-party seller products depending on their policy. This information will be outlined on the product description.

Returns

Returns Policy

If you are unhappy with your order purchased from our website, we will gladly exchange it for something else or offer you a refund. Keep in mind that all returns are subject to inspection and must be in their original, unused condition and within 30 days of delivery date. Please note that these terms may differ for items purchased from third-party sellers on our website. Please refer to the third-party seller's policy which you can find on the product description page, or on your order confirmation.

Witchery will honour a refund or exchange on a change of mind item with the following conditions:

The merchandise is accompanied with the proof of purchase.
The merchandise is unworn, unwashed, unused and with its original tags intact.
Swimwear was tried on wearing full briefs with hygiene stickers and all tags intact.

If the exchanged item is of lesser value than the original item(s), any rewards used towards the original purchase will be forfeited in the exchange.

On any returned orders, any Rewards or Tier Spend earned in relation to these item(s) will be reversed. Further, any rewards redeemed as part of the original online order will not be reissued. See full member Terms & Conditions.

Exceptions to our Change of Mind Policy

Our change of mind policy does not apply to items marked as Final Sale, cosmetics, earrings and underwear due to hygiene reasons.

Please note that items marked as Final Sale or personalised items are not eligible for return or exchange, unless deemed to be Faulty.

See more details here.

How can I arrange to return or exchange a product?

Please visit our Returns & Exchange page which provides you with details on how to return to store or via Refundid.

Please note, any orders purchased via Afterpay, Alipay, Apple Pay or Klarna are unable to be exchanged at our Distribution Centre and will be refunded back to your original payment method. However, an exchange for these payment methods can be processed in-store.

Return Status

Please allow up to 10 business days from the day your parcel is delivered to our Distribution Centre for your return to be processed and your account to be credited.

Once your return has been processed you will be notified via the email address that was provided with your original online order.

Slight delays to return processing may be experienced during busy sale and promotional periods, due to higher volumes.

Please note that this timeframe and process may differ for returns direct to our third-party sellers.

In-store Returns

Witchery items (excluding items from our third-party sellers) which are purchased either in-store or online, may be returned in-store for an exchange or refund. Please kindly note, Witchery cannot accept refunds on Witchery products originally purchased via David Jones, The Iconic or Myer.

Items purchased at Forest Hill or ECQ Outlet store can only be returned/exchanged at the Forest Hill or ECQ Outlet store.

Please note that third-party seller purchases cannot be returned in-store and must only be returned via post, direct to the seller. This information is provided on the product description page, and your order confirmation. This does not limit your rights under the Australian Consumer Law in relation to faulty goods.

International orders cannot be returned to Witchery stores, they must be posted back to the advised returns address.

For more information, please click here.

Can I return my Final Sale item?

Items marked as Final Sale on our website and in-store are not eligible for return, refund, or exchange. All products marked as Final Sale at the time of purchase are considered final. This does not affect your rights under Australian Consumer Law if an item is deemed faulty or not as described. If you have received an item that is not up to standard, please contact our Customer Service team with your order number and item details.

Products Information

How do I find garment care information?

For all our online products, garment care is listed under the item description on each product page. All garments are also fitted with care labels to ensure they keep their original quality. For garments that specify dry clean only, including embellished pieces and delicate fabrics, we recommend the use of a specialty dry cleaner.

How do I select the right size?

Please visit our size guide shown on each product page to find information on our sizes. You can also visit your nearest store and our team will be happy to assist you.

Can I order gift cards online?

You can purchase an e-gift card by clicking here. If you would like to purchase a physical gift card, you can do so in-store. Please click here to find your nearest store.

In-store stock availability

Please contact us with the style number, size and preferred state and our customer service team will be happy to help. Alternatively, our friendly in-store staff can assist with locating products.

Extended Size Range

Witchery is very excited to extend our size offering, and now offer sizes from 4-18. Not all our boutiques receive the full range of sizes or styles in our collections, however we do invite you to shop them online.

Account

Missing Loyalty Reward

Witchery Rewards can take up to 48 hours to appear on your profile. If this time has passed and your reward is still not visible on your profile, please contact us. Please kindly note, for online orders your reward will be loaded to your account within 48 hours of order dispatch, not placement. This is in line with our Terms and Conditions – for further information please click here.

Update Personal Details

Witchery members can update their account details while logged in to our website using the ‘My Details’ tab. Please select the ‘Edit’ function to make any relevant changes and select ‘Save’.

Login Issues

If you are experiencing an issue with logging into your Witchery account, please contact our >Live Chat team with your email address for assistance.

Expired Rewards

All rewards that Witchery issue have a set expiry date. Members are required to redeem these rewards within the set valid period. Each type of reward will have varying expiry timeframes. You can view this information by logging into your online account, or our friendly in-stores taff will be able to provide you with this information by scanning or looking up your Witchery Loyalty account in-store.

Please note our in-store teams are unable to amend the expiry dates on rewards or redeem expired rewards.

How to Unsubscribe

Witchery members can update their email preferences while logged in to our website using the ‘My Email’ tab. Please select the relevant email preferences and select ‘Save’ to complete the process. This may take up to 5 business days to activate. If you are still receiving communications after 5 business days, please contact our Customer Service team.

Enquiries

Media & Corporate Sale Enquiries

For all media, press and corporate sales enquiries, please call 1800 033 465.