Terra offers exchanges on all orders & returns on faulty garments.
Customers must contact Terra at terra@terrathelabel.com within 5 days of receiving their order to begin processing their exchange or return. Customers may exchange items for the same item in a different size or colour.
The customer will be responsible for the cost of sending an exchange item back to Terra. The exchanged items will then be sent to the customer free of charge. For returns Terra will pay the postage costs in returning the garment.
Please check the following conditions to ensure eligibility for an exchange or return:
- The garment is in its original packaging and condition - it may not be damaged, washed or worn.
- You have the receipt or proof of purchase.
Terra reserves the right to reject any items for exchange or return that do not meet the above requirements. If your exchange or return is rejected, you will be notified by email.
Exchange Process:
Within your request, please note the item(s) you would like to exchange, and the desired replacement size(s). If approved, we will place your replacement items on hold and email you the address to post your garments to. The return parcel will be at the expense of the customer.
Please follow these steps to complete the process:
- Ensure all exchange items are in their original condition - it may not be damaged, washed or worn.
- All items should be packed in the produce bag they were received in or any other applicable packaging.
- We recommend sending the parcel back in the compostable bag, otherwise please use a recycled paper bag or plastic-free alternative.
- Please post the return parcel and send us a proof of lodgement with the tracking number. The tracking number must be provided, Terra is not responsible for any lost parcels without tracking.
The exchange must be shipped within 5 days of receiving your approval. After 5 days the items will no longer be eligible for exchange. Once we receive your return parcel it will be inspected by our dispatch centre and your exchange will be processed.
If we have sold-out of the replacement size please contact us at terra@terrathelabel.com to arrange your exchange. These will be assessed on a case-by-case basis and are at the discretion of our customer support centre.
Return Process:
Returns are only accepted on faulty garments, not for change of mind. Please contact terra@terrathelabel.com within 5 business days of receiving your order to request a return. If approved, we will email you a one-time prepaid shipping label.
Please follow these steps to complete the process:
- Ensure all return items are in their original condition - it may not be damaged, washed or worn.
- All items should be packed in the produce bag they were received in or any other applicable packaging.
- We recommend sending the parcel back in the compostable bag, otherwise please use a recycled paper bag or plastic-free alternative.
- For domestic orders, print and place the return label on the outside of your return parcel, ensuring it covers any prior shipping address and post the parcel through your local agent.
- For international orders, please post the return parcel and send us a proof of lodgement with tracking & we will reimburse the postage cost.
The return must be shipped within 5 days of receiving your prepaid shipping label, for domestic order, or after receiving your confirmation of exchange, for international orders. After 5 days the items will no longer be eligible for return.
Once the parcel is received, inspected and approved, the refund will be issued for the full order value. The refund will be processed through your original payment method and you will receive a confirmation email when the refund has been issued. Please allow up to 10 business days to receive your refund depending on your payment processor.
