Exchange & Returns
Returns & Exchanges
Conditions of Return:
For the return/exchange of online purchases, regardless of whether they are faulty, change of mind or incorrect fit you must meet the following return/exchange policy conditions:
- The item/s must be returned within 7 days of delivery date
- The item/s must be unworn and unwashed in original saleable condition with all original labels/tags attached
- The Tax Invoice must be provided as proof of purchase
- No items which have make-up marks will be accepted for exchange or returns
- No stockings/Hosiery/Unitards/Hair/Makeup can be exchanged due to health regulations.
- Pointe shoes, demi pointe shoes, hair accessories, wigs, hosiery, under garments and clearance/sale items cannot be exchanged or returned unless deemed faulty or an incorrect item was received. Shipping costs will not be refunded due to change of mind returns and exchanges.
Sale/Clearance items bought on this website are final. This means there is no exchange or refund on these items.
Upstage Dancewear reserves the right to determine whether a product is faulty and conduct a production and quality check. If deemed faulty by Upstage Dancewear a replacement will be provided subject to stock availability, or a full refund including postage will be issued. Orders can be exchanged, but not refunded, through Upstage Dancewear retail stores.
I've changed my mind or selected the wrong size:
If you have changed your mind, or selected the wrong item you can request an exchange or store credit within 7 days of receiving your goods. We do not offer refunds. Your items must be returned unworn, in their original condition with intact labelling or packaging. Place your items in a postage satchel, or a prepaid satchel from Australia Post and We recommend that you send your return using with tracking.
Address your return to:
Upstage Dancewear & Costume Factory
149 Springvale Road,
Return shipping is at the customer's expense. Another postage charge applies to your new delivery, if we are sending another item in exchange. We will contact you to process your new shipping payment, please ensure we have your best contact details.
Please Note: Shipping Charges are non refundable.
- Original shipping charges are non-refundable.
- Where items have been shipped to you under our Free Shipping Offer, our actual incurred shipping charge (or part thereof if part of the original order is being returned) will be deducted from your refund/credit total. This amount will be advised when you lodge your intention to return an order.
I've received a faulty or incorrect item:
We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect or an incorrect item.Please email firstname.lastname@example.org with your name, contact details, order number, a description and photo of the fault. Our team will endeavour to respond and resolve the issue as quickly as possible.
We reserve the right to determine whether a product is faulty, a deemed for replacement, repair or refund.
All Items bought online in conjunction with a free item, bundle discount or promotional code can be exchanged but not refunded/credited.
Upstage Dancewear will not be held responsible if there is a delay in delivery.
In the event that your product is lost in transit, Upstage Dancewear will not be held liable and therefore recommends that you send all returns via registered post.
Please allow 7 business days from the date that we receive your parcel for your return to be completed.
You will be notified when your credit or exchange has been processed.
All items must be in the post within 10 days of your contacting us to process a return.
Cancelling an Order:
Delivery: if an order has been shipped we are unable to cancel the order.
Store Pick Up: if your order has been marked as ready for collection we may be unable to cancel this order, as some items may not stocked in our store, and ordered in especially to process your order.
Further Questions / Queries?
If you have any queries regarding the returns and exchanges process, please do not hesitate to contact us by email email@example.com
Alternatively, you can call our Team Monday-Friday, 10.00AM -5.00PM (AEST) on (03) 98783385