What is Country Road’s online returns policy?

Unwashed, unworn, or unused items in original condition may be returned upon presentation of your original invoice up to 14 days after receiving your order.

To view our full returns policy visit our Returns page.

What should I do if my item is faulty?

If you believe your item is faulty, our in-store team members are in the best position to assist you.  Please take the item back to your local store, where one of our team members can assess first hand what has caused the problem and work with you to resolve the issue.

If you can’t make it back to a Country Road store, you’re welcome to post the item back to the store of purchase with a note about the problem and your contact information.  Country Road will happily reimburse your postage costs if you include a postage receipt.

A full listing of store locations and contact details is available via our Store Locator.

If you purchased online, you are also welcome to post the item back to our Online Returns address with a detailed note about the fault:
Country Road Returns
197-205 Boundary Rd
Laverton North, 3026
VIC, Australia

For all International Orders – please ensure you email customerservice@countryroad.com.au and they will advise you of how we will handle any return or exchange

To ensure that our team are in the best position to assist you, please bring along or include your original receipt and/or Country Road Cardholder details.

How much is delivery, how long does it take and how do I track my parcel?

All deliveries are made by registered courier and will require a signature. Delivery cost of orders under $200 AUD is calculated based on the order weight. You will be notified of the delivery cost as you complete the checkout process. Orders of $200 AUD or more will automatically receive free delivery.

We endeavour to ensure that your package will be delivered within 3-5 working days, depending on the weight and destination.

Deliveries within Australia

Orders between 0kg - 3kg - $10.00AUD - 3-5 working days

Orders between 3kg - 5kg - $15.00AUD - 3-5 working days

Orders 5kg+ - $19.00AUD - 3-5 working days

Orders over $200AUD - Free - 3-5 working days

Deliveries within New Zealand

Orders any - $10.00NZD - 3-5 working days

Orders over $200NZD - Free - 3-5 working days

International Deliveries

Orders any - $15.00AUD - 5-10 working days

Orders over $200AUD - Free - 5-10 working days

Cardholders with VIP Status
Cardholders with VIP Loyalty Status will automatically receive free delivery for all online orders (Australia and New Zealand only).

For more information about the Cardholder program, please visit our Cardholder page.

What are my online payment options?

The following payment methods may be used for purchases online:

  • Visa
  • MasterCard
  • American Express
  • Diners
  • Paypal

Unfortunately we cannot accept cheques, money orders or gift cards as payment.

How can I apply my Cardholder offer?

All Cardholder offers will appear at the Bag Summary stage of check-out, after you have logged in with your eligible account details.  To redeem your discount, simply tick the offer that you wish to apply and click ‘Apply Offers’.

If you have difficulty logging in, or are logged in and the offer still does not appear at the Bag Summary stage of check-out, please contact our Online Team for further assistance:

Phone:
(AUS) 1800 801 911
(NZ) 0800 105 655
(International) +61 3 9267 1527

Email:
customerservice@countryroad.com.au

Can I modify or cancel my order?

Unfortunately we are unable to alter your order once it has been placed. If you would like to cancel your order, please contact our Online Team ASAP on (AUS) 1800 801 911, (NZ) 0800 105 655 or (international) +61 3 9267 1527.

If you have ordered the wrong size, colour or style, you are also welcome to exchange or return any item in store or by post.  For full details, please view our Return Policy page.

It looks like I’ve been charged twice for my order. What should I do?

If you notice more than one charge on your online bank statement, your order has most likely been split and shipped from two or more locations.  If your order is split, you will receive email notification and a tracking number for each portion of your purchase as it is dispatched.

You will notice a ‘pending transaction’, ‘pre-authorisation’ or ‘hold’ on your online bank statement for the full amount of your order.  Please note that this is not a confirmed transaction and the funds will be released back into your account within 3-5 working days.

In the meantime, we will charge two or more lower amounts as each portion of your order is dispatched.  These will add to the correct amount of your original order.

If the original hold for the full amount of your order does not clear within 5 working days, please contact our Online Team on (AUS) 1800 801 911 or (NZ) 0800 105 655.

How do I update my membership details?

You can change your details at any time by logging in.  If you’ve never logged in before, your postcode will be your password.

Your local store team can also update your details the next time you visit.

Alternatively, you’re welcome to email your new details to customerservice@countryroad.com.au.  In order to ensure that we are able to access your account, please include your currently-registered details and/or Country Road card number.

How can I apply for a career with Country Road?

To find out more about Country Road and becoming a part of our successful team, please visit our Careers page.

Follow the link to ‘Job Search’ to search a listing of all current vacancies, where you can submit your application.

If you cannot find a suitable vacant position at present, please register your details for ‘Job Mail’.  We will then contact you via email as soon as a suitable job is posted and invite you to apply.

Unfortunately we are unable to accept paper resumes or expressions of interest for positions that are not vacant.

Is there a store near me? What are their trading hours?

To find your closest Country Road or Trenery store, with a full listing of store addresses, phone numbers and regular trading hours, please feel free to use our Store Locator.

We’ve also included helpful links to Google Maps, for comprehensive directions to any of our stores.

Why is there a $1 charge on my statement?

When you make a purchase with us we will take a pre-authorisation charge of $1 on your credit card. This is to ensure all the credit card details are correct..

We will only charge you the full amount once the goods have been dispatched to you.

Please note the pre-authorisation charge of $1 will expire between 3 – 5 days after placing your order depended on your bank practises.

If your order is split, you will receive email notification and a tracking number for each portion of your purchase as it is dispatched. Please note: you will see charges on your credit card statement as each order is dispatched. These will total the correct amount of your original order.

If the original hold for the full amount of your order does not clear within 5 working days, please contact our Online Team on (AUS) 1800 801 911 or (NZ) 0800 105 655.


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Head Office

Country Road Limited
658 Church Street
Richmond
Victoria, 3121 Australia
ACN 006 759 182
ABN 78 006 759 182

Customer Service

1800 801 911 (AUS)
0800 851 560 (NZ)
Operating Hours:
Monday - Friday 8:30am - 5:00pm (AEST)
Email: customerservice@countryroad.com.au