Refund policy

Last updated: 9 October 2026

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Returns are free within the 30-day return policy.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at support@thehoursbetween.com. Please note that returns will need to be sent to the return address once you have contacted support.

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at support@thehoursbetween.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Email support@thehoursbetween.com with your order number and a photo of the item's condition. This applies to every item, including sale items.

Sale items and gift cards
Sale items and gift cards can't be returned or exchanged if you've simply changed your mind or ordered the wrong size, so please check the size chart before you buy. If a sale item is faulty, damaged or not as described, we will repair, replace or refund it as required by the Australian Consumer Law.

Other exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at support@thehoursbetween.com.

Your consumer rights
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded.