Refund policy

At NorthByOne we're confident in what we make, and we want you to feel the same way. If something arrives and it's not right for you, we'll make it easy to sort out. No awkward conversations, no fuss.

Our NB1 Promise Free returns within 30 days of purchase, no questions asked. We ask that items come back unworn, unwashed, with tags attached and in their original packaging. Proof of purchase is required in the form of your online order confirmation when processing the request.

NorthByOne reserves the right to decline a return if items are not returned in the condition outlined above.

How to start a return

1. Submit your return request via our Returns Centre: Request a Return
2. Post your parcel to: Online Returns, PO Box 904, Chatswood, NSW, 2067, Australia.
3. Once received, your return will be processed within 5 business days. You'll receive an email confirming the refund has been processed and returned to your original payment method. Please allow additional time for your bank or financial institution to process the refund.
Questions? Reach us at hello@northbyone.com.au we're happy to help

FREE RETURNS

We offer free returns for Australian customers. Once your return request has been submitted, a prepaid return label will be provided where applicable. Free returns apply to eligible change of mind and sizing returns that meet the conditions outlined above.

FAULTY OR INCORRECT ITEMS

We take great care to ensure orders leave us right, but sometimes mistakes can occur. If something arrives damaged, faulty or isn't what you ordered, we want to hear from you immediately. Contact us with your order number and a photo of the issue, and we'll make it right straight away. That's a promise.

ONLINE CANCELLATIONS AND ORDER AMENDS

We process orders quickly to get them to you as fast as possible, which means we're unable to make changes once an order has been placed. This includes changes to address, size, colour, items, discounts or full cancellations. Please take a moment to review your order carefully before confirming. If you do spot an error, contact us immediately and we'll do our best to help before it ships.

EXCHANGES

We don't process exchanges, the easiest way is to return your original order for a refund and place a new order for the size, colour or style you'd like instead. If you're worried about something selling out in the meantime, reach out and we'll do what we can to hold it for you.

CLEARANCE ITEM RETURNS

Clearance pieces are final sale and are not eligible for return or exchange, unless the item arrives faulty or is not as described. Please choose carefully, our Size Guide and product notes are there to help, and we're always happy to answer questions before you buy.

Quick Check - Return Conditions

✔ Returns accepted within 30 days of delivery
✔ Items must be unworn, unused, unwashed, with original tags attached and in original packaging
✔ Free returns available for Australian customers on approved items
✔ Proof of purchase required