Refund policy

Returns & Exchanges

At 29lines, we want you to absolutely love your purchase — but if something's not quite right, we're here to help.

Change of Mind or Exchange

If you've changed your mind or would like to exchange an item, we're happy to work with you to find a solution. Please contact us at twentyninelines@gmail.com within 14 days of receiving your order.

To be eligible for a return, your item must be:

  • Unworn and unused
  • In its original condition, with all tags and packaging intact
  • Accompanied by proof of purchase

Approved returns will receive a credit note to the value of the returned item. Please note that return shipping for change-of-mind returns is at your own expense. We recommend using a trackable service, as we cannot be responsible for items lost in transit.

Exchanges

To exchange an item, please contact us to initiate the process. Once we receive and inspect your returned item, we will issue a credit note to the value of the return within 3 business days. You will be notified by email once your credit note has been issued. You can then use your credit note to place a new order for the item you'd like.

Sale Items

Please note that items purchased during a sale are final sale and are not eligible for change-of-mind returns or exchanges — so please choose carefully! Of course, your rights under Australian Consumer Law always apply if an item arrives faulty or damaged.

Items Not Eligible for Return

The following items are not eligible for return:

  • Earrings — due to hygiene reasons
  • Hair accessories — due to hygiene reasons

Faulty or Damaged Items

If your item arrives faulty or damaged, we're truly sorry. Under Australian Consumer Law, you're entitled to a refund, replacement or repair at no cost to you. To arrange a resolution, please email us within 7 days of receiving your order at twentyninelines@gmail.com with the following:

  • Your order number
  • A brief description of the issue
  • A clear photo of the fault or damage

We'll get back to you promptly to organise a replacement, repair or refund. Please note that we will always assess faulty item claims in accordance with your rights under Australian Consumer Law.

Still have questions?

We're always here to help. Contact us anytime at twentyninelines@gmail.com.