If you are experiencing issues with your product, please refer to our Help
Centre : email@example.com first for instant answers to
frequently asked questions and product specific troubleshooting. If you are
unable to find an answer or solution to your issue, please contact our
Support team through firstname.lastname@example.org. After contacting
our Support team, you will receive an answer between 24-48 hours.
Please note that where Products are faulty or damaged upon delivery,
photographic evidence of the damage or fault must be submitted to
email@example.com within 3 days of receipt of the product.
Failure to do so may result in your claim being denied.
To lodge a claim:
Simply contact our Support team through
firstname.lastname@example.org and provide our team with a
description of the fault. To assist our team in providing you with a
speedy resolution, please include photos and/or a short video
demonstrating the damage or fault with your product.
Our Support team will review your claim and in the first instance,
attempt to troubleshoot and resolve the issue for you without the need
to return your product.
If it is determined via troubleshooting that your product may be faulty,
our team will provide instructions to have the product returned for
assessment. If the product does need to be returned, we will arrange
return shipping at no cost to you.
Once we receive the product, our experienced quality control
technicians will assess it and determine how to best resolve the issue.
As an online retailer and physical store, thestock.com.au does allow you to
return your genuine faulty products in store. Prior to this, it is important to
inform us with as much information as possible (including photos and/or
videos) to ensure your product fault can be diagnosed promptly, and so
that we can resolve your issue. The following steps explain the process for
returning a faulty product:
ENQUIRY & TROUBLESHOOTING
Customerservice@thestock.com.au will correspond with you to determine
the nature of the reported issue. In many cases claims are resolved via
correspondence. To assist our customer service team resolve your issue
as quickly as possible, please include photos and/or video of the issue
when you contact us.
If the item is deemed to have a genuine fault, your item may need to be
returned. Thestock.com.au offers: return in store exchanges, credit notes or
returned via a prepaid Australia Post label. We strongly recommend that
you keep your original packaging to assist in this returns process. Used or
damaged packaging may subsequently void any refund process.
Your item will be assessed by our quality control technicians. While we
endeavour to complete all assessments as quickly as possible, we request
that you allow up to 3-5 business days once we have received the item.
REPLACEMENT OR REFUND
We will replace the product if necessary. Depending on the nature of the
fault, you may be entitled to a refund or a replacement. For more
information please refer to our Warranty and Returns policy.
We will deliver any repaired items back to you or arrange a replacement if
necessary. If a refund is to be issued, this will be completed by reversing
the original transaction. The faulty item will become the property
In most instances, where you experience an issue with a product that
comes with a manufacturer’s warranty, the manufacturer will be able to
provide a faster assessment and remedy. Many manufacturers will have
dedicated Support centres with access to more detailed knowledge on their
respective products, in addition to better access to spare parts.
You may prefer to contact the manufacturer directly to seek a resolution.
If you would prefer thestock.com.au to assist you, and choose not to go to
the manufacturer, then our team will of course be happy to assist you and
you can contact us directly through email@example.com
If a product doesn’t fit and needs to be exchanged, thestock.com.au does
allow in store exchanges. Or if there is a online exchange please contact
our support team via firstname.lastname@example.org. To be eligible for
a size exchange, you must make the request within 5 days of receiving the
goods and you must return the product within 10 days of the request.
In order to make the exchange process as seamless as possible, please
have pictures of the goods ready to be assessed. Images can be uploaded
directly to email@example.com Please do not return the
product until the customer service team has provided you with the
relevant return details.
Clothing items must be returned in their original condition, unworn and
unwashed and with all tags on in order to be approved for exchange.
Footwear must be in its original box, original condition, unworn with all
packaging and tags.
Due to hygiene reasons, thestock.com.au cannot offer a size exchange for
socks, lingerie (bras, underwear and shapewear) or swimwear.
When returning a product for a size exchange, you will be responsible for
the cost of return postage, unless specified. It is essential to have a
efficient process you must comply with the directions provided by the
customer service team. The product will remain your responsibility until it
has been received at the address supplied by thestock.com.au customer
service team. Thestock.com.au does not accept any liability for any loss or
damage which may occur in transit.
Once the goods have been received and confirmed as being in as-new
condition, you will be issued with a store credit which can be redeemed on
any product sold at thestock.com.au