Why am I being charged for my exchange?Updated an hour ago

Our Instant Exchange feature is designed to make swapping sizes quick and seamless, so your new items are dispatched immediately without needing to wait for your return to arrive back at our warehouse. Because of this, a temporary authorisation is placed on your card for the full value of the returning item/s at the time of processing. This is a security hold rather than a final charge.

This authorisation is held for up to 7 business days (or until your return is scanned in transit, if that occurs sooner). Once your return is scanned, the hold will automatically release from your account and disappear from your statement. If the return is not scanned within 21 days, only then would the authorisation convert to a charge.

In addition to this, there is a flat $9.99 exchange shipping fee. This contributes towards both the return shipping of your item back to our warehouse and the dispatch of your new item/s. We absorb the majority of shipping costs to keep this process as affordable as possible for our customers.

To clarify, the only confirmed charges are the $9.99 shipping fee and any difference in value if your exchanged item/s are higher priced than your original return. The remaining funds are simply held temporarily and will release automatically once your return is scanned in transit.

We hope this helps clarify things for you, but please don’t hesitate to reach out if you have any further questions.