At Qantas Marketplace, we want to make sure you’re happy with your purchase.
In the event that you are not, submitting a return request is easy - simply email us via frequent_flyer@qantas.com.au within 30 days of purchase (exceptions apply, see Change of Mind below).
Please include your order number starting in QA or QN in the subject line,
Tell us what product(s) you would like to return and the reason (e.g. faulty, damaged in transit, not what I ordered, change of mind or warranty claims), and
Your preference for a refund or replacement.
Or, call us directly between the hours of 8am and 7pm (AEST), Monday to Saturday on the appropriate number below:
Australia 1300 662 859
New Zealand 0800 886 033
Other countries +61 2 8222 2562 (call charges may apply outside of Australia)
Our specialised team will process your request with priority and aim to contact you within two (2) business days.
Warranty
If your product is faulty, please Contact Us with the information below so we can best assist you as fast as possible:
Your Qantas Marketplace order number and the product name
Detailed description of the fault
Pictures of the fault if it’s physical in nature
Any reference numbers or contact you may have already had with the manufacturer of the product;
Your preference for a refund or replacement and
Your preferred contact details.
Incorrect items
If you believe you’ve received the incorrect product, please get in touch with us within 2 business days of receiving your delivery with the details below:
Your Qantas Marketplace order number;
The name of the product you ordered and a description and photo of what was received and;
The name of the product you were expecting to receive; and
Your preferred contact details.
Damaged products
If your product has arrived faulty, damaged or unfit for use, please Contact Us as soon as possible to arrange a replacement product or refund. Please provide:
Your Qantas Marketplace order number and the product name;
Description of the damage;
Pictures of the product and the packaging, if applicable
Your preference for a refund or replacement; and
Your preferred contact details.
If you’ve ordered bulky item(s) for e.g. whitegoods, televisions or sporting equipment we’ll need to arrange a collection. As such, please also include your preferred pick-up address, contact number and dates. We’ll then contact you to confirm and try our best to accommodate your preference with the courier.
Please provide as much information as possible. Such as whether or not you’ve reached out to a manufacturer and provide references and case numbers if so.
Change of mind
We’re happy to help with a return if you’ve changed your mind. For most orders we accept these returns within 30 days of receiving your order(s).
Prior to any purchase, we recommend checking the conditions below as there are some exclusions to this policy, including a 7 day timeframe to return some products. If your product can be returned, please get in touch within the required timeframe with these details:
Your Qantas Marketplace order number and the product name
Confirmation the product is unopened and in its original packaging (including any seals)
Confirmation you’ve reviewed our conditions below
Reason for return - we value your feedback and want to know what we can do to improve your experience and our range; and
Your preferred contact details.
Once we’ve received your request, we’ll provide you with an address for you to return the product(s) as soon as possible.
Conditions:
The product(s) must be in their original condition, meaning they are:
Not damaged in any way
New and not used, worn, or opened and have all original packaging and tags intact (including any packaging seals or plastic wrapping).
The product(s) are returned with all accessories, instruction manuals and packaging included.
For swimwear, bras, chemises and nighties, all hygiene stickers are intact.
For shoes, no visible scuffing or scratches to the sole, tried on a soft surface.
You’ll be responsible for the cost of returning goods, including the cost of return shipping, and any risk of goods being damaged or lost in transit. If the item is not received by us, you won’t be eligible for a credit or exchange. We recommend you use a tracked service to return your item.
For high-value items that you return for a change of mind we recommend you choose to purchase insurance with Australia Post when posting them.
If the returned item(s) does not meet the conditions of this policy, you’ll be responsible for the cost of delivery incurred to return them back to your nominated address.
Any discounts received at the time of purchase will be carried over to the refunded amount if eligible.
We don’t offer change of mind returns on the below, so please choose carefully:
Gift Cards, vouchers or experiences and Offset your Home and Car products
Personal care items including Face Masks
Electric toothbrushes
Shavers and hairbrushes
Pierced jewellery and watches
Underwear and bodysuits
Mattresses, bed toppers, bedding, quilts, pillow protectors and pillows
Surfboard products
Skincare products, makeup, aerosols and fragrance
Custom made, monogrammed, personalised and altered products
Charity donations
Big and bulky items, furniture and mattresses
Any product where the GST has been claimed under the Tourist Refund Scheme unless proof of repayment of the GST upon return to Australia is provided
Please note: These exceptions don’t apply to any returns made in accordance with the Consumer Guarantees, or otherwise as required by law.
Exchange
The quickest option to process an exchange is by placing a new order for the products you’d like and initiate the return of the unwanted ones.
To submit a return request, simply email us via frequent_flyer@qantas.com.au.
Please include your Qantas Marketplace order number starting in QA or QN in the subject line.
Tell us what product(s) you would like to return and the reason (e.g. change of mind).
Your preference for a refund.
Brand specific return policies
Aidan The Brand
Luggage/suitcases (excluding bags and accessories) are guaranteed by a 5-year limited warranty on manufacturing faults. This warranty covers any cracks or breaks in the polycarbonate shell or aluminium alloy bumpers and any defects on handles, wheels, zips or interior compression pads.
Bags and accessories (excluding the Luggage Tag) are guaranteed by an 18 month limited warranty on manufacturing faults. This warranty covers any defects on handles or zips.
Apple
No change of mind allowed
No cancellations after order is placed.
Aromababy
No Change of mind allowed
No cancellations after order is placed.
Bassike
Change of mind on all orders is limited to 14 days from order date.
Bec & Bridge
Change of mind on all orders is limited to 21 days from order date.
Change of mind does not apply to swimwear/bodysuits and any discounted or final sales promotion.
Becker Minty
Change of mind on all orders is limited to 14 days from delivery date.
No change of mind on sale items
Country Road
Change of mind policy does not apply to the following merchandise:
Face masks
Earrings, hair pieces, hosiery and underwear.
Swimwear and Womens Bodysuits must be tried on wearing full briefs and returns will only be accepted in instances where the hygiene stickers and all tags are intact. All swimwear will be assessed prior to any returns being processed.
DigiDirect
DJI Drones and GoPro devices can take 3 to 4 weeks for assessment in case of warranty claims.
ESSE Studios
Change of mind on all orders is limited to 14 days from order date.
ERE PEREZ
No Change of mind allowed
HobbyCo
Change of mind on all orders is limited to 14 days from order date.
Lenovo
Change of mind on all orders is limited to 7 days from order date.
No cancellations after order is placed.
MCM House
No change of mind allowed
All MCM House product is quality controlled, however should a product be delivered that has a manufacturing fault, we will replace or repair the product at no cost to you. You are entitled to this policy if you contact us within 48 hours of your product delivery notifying us of the manufacturing fault. We do not offer any warranty on fabric or linen items.
Michael Lo Sordo
Change of mind on all orders is limited to 14 days from order date.
Peloton
All returns will be collected by Pelon’s delivery partner at no cost.
Due to hygiene reasons, the following merchandise cannot be returned or exchanged if they have been worn or used: headwear (hats, hair ties, headbands, bandanas), socks, underwear, water bottles, in-ear headphones, or shoes.
All tags must be attached to the item and all products must be shipped with the original packaging.
Rebecca Vallace
Change of mind on all orders is limited to 21 days from order date.
Scanlan Theodore
Change of mind on all orders is limited to 14 days from order dispatch date.
Intimates, jewellery and swimwear are not eligible for returns.
Shleep
No Change of mind allowed.
Sonos
No change of mind allowed.
No cancellations after order is placed.
Sparituals
No change of mind allowed on all beauty and skincare products.
The Skin Wardrobe
No change of mind allowed.
Viktoria & Woods
Change of Mind on all orders is limited to 30 days from receipt date.
Venroy
Change of mind is limited to 14 days from order receipt day.
No change of mind on Oliver Peoples eyewear.
Returns of footwear will not be accepted if the product has scuff marks or the original shoe box is damaged. Please try on all footwear on a soft carpeted surface before wear.
We recommend inspecting your order(s) as soon as you can.
And if there’s a problem, email our specialist team via frequent_flyer@qantas.com.au straight away and with as much detail as possible.
Please look at our Frequently Asked Questions or get in touch with us via the Contact Us page.