Returns & Exchanges


If you’re unhappy with the products you received from The Way simply return them within 30 days of delivery and we’ll happily provide a refund or exchange (subject to availability). If the item purchased from The Way has a genuine manufacturing fault and/or does not correspond with descriptions given to you then we will offer to repair, replace or refund for the item in accordance with the Australian Consumer Law.

Please note returned products must (unless deemed faulty) be:

  • in the condition you received them;
  • unworn, unwashed and with all tags still attached so that it can be re-sold;
  • inside the original packaging which it was sent to you to ensure the product is protected during transit; and
  • undamaged ('damage' may include the presence of fake tan, make up or other marks and the presence of the smell of cosmetics, perfume, deodorant, washing powder or other product and odours on the item).

Unless deemed faulty, we do not accept exchanges or provide refunds for cosmetics, pierced earrings or hair accessories.

We do not accept returns on items marked as FINAL SALE.

Faulty Items

Although we do our best to ensure we only provide the best quality product, unfortunately from time to time faults can occur. In order to resolve problems as quickly and efficiently as possible, we kindly ask that you send the product back to us with a detailed description of the fault. Our quality care team will assess the damage and we will be in contact with you via email.

If you choose to send your items back to us, your original delivery fee is non-refundable. Any refund for a faulty item must be credited to the original card or account used at the time of purchasing the item.

If for any reason you would like to return your product, here are your options:

Paypal and Afterpay

If you purchased online using Paypal or AfterPay you will need to post this back to our Head Office address.

The Way does not support refunds with Afterpay purchases. All sales made through Afterpay are final. We are happy to issue a store credit valid for 6 months or exchange within 7 days of purchase. Any package being returned to us requesting a refund which has been purchased through Afterpay will automatically be issued a credit note. Afterpay is a separate entity, any queries in its regard must be emailed to them directly. 

By post

Please contact our Customer Service team at enquiries@theway.com.au to initiate your Return Request.

Pack all products, with your Exchanges & Returns form inside a secure carton or reuse the original packaging.

Our address is:

THE WAY
C/O The Way Returns
Building 7B / 2 Huntley Street
Alexandria NSW 2015

Attend your local Post Office and send the package back to us. For security and peace of mind, we strongly suggest registered post as unfortunately we are not liable for lost return parcels.

Processing Refunds & Exchanges

Once received, we will inspect and process your refund or exchange. Please allow up to 14 days for us to receive your product and action your request.

We will gladly cover the cost of delivering your new product if your requested exchange item is in stock.

If an exchange is requested for a different item than the one returned, it will be sold at the online price displayed at the time of processing. If you wish to take advantage of a sale price, we strongly suggest sending the original item back for a refund and purchasing the new item online yourself.

Any refunds required will be processed back via your original form of payment. Postage charges are non-refundable.

If an exchange item is out of stock, you will be notified via email and a refund via your original form of payment will be issued. We are unable to reserve stock, so to avoid disappointment we strongly suggest either contacting us to advise stock levels, or alternatively sending your original item back for a refund and placing an order for the new item.

Need more information? Contact Us.