Return policy

Online Returns & Exchanges

To begin the exchange or return process, please email returns@highsandlows.net.au within 14 business days of receipt. Once approved, you will receive a return authorisation email with portal details. Alternatively, please feel free to come in-store and our staff can assist. 

All requests for return are considered on a case-by-case basis, and Highs and Lows reserves the right to refuse a return. 

• Returns are accepted on full-priced items within 14 days of receipt for a store credit, which will be issued with no expiry date.

• Items classified as Launches, Limited Releases, Special Releases or Sale items are not eligible for return, exchange, or refund, unless faulty or not fit for purpose.
  

• Return shipping is at the customer’s expense. We recommend using a reliable, trackable service as Highs and Lows is not responsible for items lost or damaged in transit.
  

• Shipping costs for change-of-mind returns or exchanges will not be refunded.

• If you’d like to make changes to your order, please submit your request within 1 hour of placing it, as we’re unable to accommodate modifications after this window. If an order is cancelled at the customer’s request before it has shipped, a $10 restocking fee will be applied to cover refund processing, handling, and packaging costs.
  

Condition of Returned Items

• All items must be in original condition: unworn, unused, unwashed, with swing tags attached. Returns are accepted at the discretion of our team.
  

• Footwear must be in original, undamaged boxes, with no markings or scratches on the soles

• Items deemed worn, washed, damaged, or without tags will be returned to the customer at their expense.

• Due to hygiene reasons, earrings, underwear, swimwear and socks cannot be returned unless deemed faulty.

Exclusions: Earrings & Bathers

• Due to hygiene and health regulations, we are unable to accept returns, exchanges, or refunds on earrings, pierced jewellery, or swimwear, unless the item is faulty.
  

For any further questions, please contact returns@highsandlows.net.au.

Damaged or Faulty Goods

All products are carefully checked before dispatch. If you receive a faulty or damaged item:

1. Contact returns@highsandlows.net.au as soon as possible with a description and photo of the fault.
   

2. Once assessed and deemed faulty, we will provide a replacement where possible.
   

3. If a replacement is unavailable, you will be eligible for a store credit or refund.
   

All claims are reviewed on a case-by-case basis, and in liaison with the manufacturer where applicable.

Incorrect Items

If you receive an item different to the one you ordered, please email returns@highsandlows.net.au with a description and photo of the incorrect product. Our team will assist in arranging the correct replacement.

Gift Vouchers

• Highs and Lows gift vouchers are valid for 36 months from the date of purchase.
  

• Gift vouchers are non-refundable and cannot be exchanged for cash.
  

• Vouchers may be redeemed in-store or online.
  

• Any remaining balance will stay on the voucher until expiry.