Returns & Exchanges

Returns & Exchanges Policy

We hope you love your new Imagination Wardrobe pieces! However, if something isn’t quite right, we’re here to help.

Our Policy
  • We accept returns for store credit or exchange within 14 days of the delivery date.
  • We do not offer refunds unless an item is considered faulty.
Eligibility for Returns & Exchanges

For us to accept your return or exchange, your item must meet the following criteria:

  • Condition: Items must be in their original condition—unworn, unwashed, and free from any perfumes, deodorants, makeup, or pet hair.
  • Tags: All original tags must be attached and intact.
  • Packaging: Items should be returned in their original packaging whenever possible.
  • Proof of Purchase: A valid proof of purchase, like your order number or invoice, is required.
Non-Returnable Items:
  • Sale items are final sale and cannot be returned or exchanged unless they are faulty.
  • For hygiene reasons, we cannot accept returns or exchanges on undergarments, swimwear, or accessories (including jewelry and hair accessories), unless they are faulty.
How to Initiate a Return or Exchange
  1. Contact Us: Email us at returns@tiwshop.com within the 14-day window. Please include your order number and the reason for the return or exchange.
  2. Get Authorization: Once we approve your request, we will give you a Return Authorization (RA) number and instructions for sending your item back. Do not send items back without an RA number.
  3. Package Your Item: Securely package your item(s) to prevent damage. Be sure to clearly write the RA number on the outside of the package.
  4. Ship Your Item: You are responsible for the return shipping costs. We recommend using a trackable service, as we are not responsible for lost return shipments.
Processing Returns & Exchanges

Once we receive and inspect your returned item, we will notify you whether your return is approved or rejected.

  • If approved, your store credit will be issued to your email within 5-7 business days. This credit is valid for 12 months.
  • For exchanges, your new item will be shipped within 3-5 business days of approval, provided it is in stock. If the item is out of stock, we will issue you a store credit instead.
Faulty Items

We take pride in the quality of our garments. If you receive a faulty item, please contact us immediately at info@tiwshop.com with your order number and clear photos of the fault.

  • We assess faulty items on a case-by-case basis. If your item is deemed faulty, you will be offered a replacement, repair, store credit, or a full refund, which will include your return shipping costs.
  • Faults must be reported within a reasonable time frame (generally within 7 days of delivery).
Need Help?

Our customer service team is here to assist you! Please don’t hesitate to reach out if you have any questions.

  • Email: [returns@tiwshop.com]
  • Business Hours: Monday – Friday, 9:00 AM – 5:00 PM AEST