Returns & Refunds
We want you to be completely satisfied with your purchase. If something isn't right, our team is here to help. For a complete guide to your spa and shopping experience, visit our Customter Care section.
Stephanies® offers a 30-day return policy on eligible retail products purchased through our online store or at any of our spa destinations.
To be eligible for a return, items must be:
- Unused and in original condition
- In original, unopened packaging
- Accompanied by proof of purchase (receipt or order confirmation)
Returns must be initiated within 30 days of the date of purchase or delivery.
For hygiene and safety reasons, the following items cannot be returned:
- Opened or used skincare, bodycare and beauty products
- Gift cards and digital vouchers
- Spa treatment bookings (see our cancellation policy)
- Sale or clearance items marked as final sale
- Personalised or custom items
To begin a return, please contact our concierge team:
- Email: concierge@stephanies.com.au
- Phone: 1300 DAYSPA (1300 329 772)
Please include your order number, the item(s) you wish to return, and the reason for the return. Our team will provide you with return instructions and a return authorisation.
Return shipping costs are the responsibility of the customer unless the item is faulty or was sent in error.
Once we receive and inspect your returned item, we will notify you by email regarding the status of your refund.
| Payment Method | Refund Timeframe |
|---|---|
| Credit / Debit Card | 5–10 business days |
| Afterpay | 5–10 business days (processed by Afterpay) |
| Apple Pay / Google Pay | 5–10 business days |
Refunds are issued to the original payment method. Shipping costs are non-refundable unless the return is due to our error.
We are happy to exchange eligible retail products for a different size, shade or product of equal value, subject to stock availability.
To be eligible for an exchange, products must be:
- Unused
- Unopened
- In their original condition and packaging
- Accompanied by proof of purchase
If the replacement item is of greater value, the difference will be charged. If it is of lesser value, the difference will be refunded.
To arrange an exchange, please contact our Concierge team and we'll be pleased to assist.
If you receive a damaged or faulty product, please contact us within 48 hours of delivery with:
- Your order number
- A description of the issue
- Photographs of the damaged item and packaging
We will arrange a replacement or full refund at no additional cost to you, including return shipping.
Your rights under the Australian Consumer Law are not affected by this policy. Products come with guarantees that cannot be excluded under Australian Consumer Law.
If you wish to cancel an order, please contact us as soon as possible. Orders that have not yet been dispatched can be cancelled and fully refunded.
Once an order has been dispatched, it cannot be cancelled and must follow the standard return process.
Need Assistance?
Our guest care team is here to help with any questions.