We are happy to offer you a refund or exchange for change of mind on most purchases. the following conditions apply for change of mind returns:
- product is returned within 21 days from date of purchase in store or; from date of delivery for online orders.*
- proof of purchase is provided with the returned product.
- the product is unworn, unwashed and unused, in its original condition with all tags intact.
- for swimwear, all hygiene stickers and tags are intact. swimwear returns will be assessed prior to any refunds being processed.
- afterpay and paypal purchases are valid for refund only. we cannot offer an exchange on afterpay and paypal purchases.
Purchases made during the gifting period between 17 November 2026 and 24 December 2026 are eligible for an extended returns period until 17 January 2027.
our change of mind policy does not apply to the following products:
- due to health and hygiene reasons, we are unable to refund or exchange on face masks, any underwear products and swimwear products without the hygiene stickers intact for change of mind.
- final sale items - final sale applies to items that have been marked down to clear, this includes items purchased with a further discount on the already marked down price. final sale items will be marked on the product page (online) and on the receipt. by purchasing a final sale item, you agree that the item cannot be exchanged or refunded for a change of mind.
- any products customised for personalisation cannot be refunded or exchanged for change of mind. this includes any alterations to garments.
- products purchased at a further discount due to a fault that was identified at the time of purchase.
- gift card/voucher purchases.
- alterations, dry cleaning, gifting and delivery service charges or fees.
when will i receive my refund?
once your return arrives at our returns centre, please allow up to 5 business days for your return to be processed. you will receive a refund confirmation email from the jag team once your refund has been completed.
Can I return an item on final sale?
final sale items are not eligible for return, exchange, or online voucher if you change your mind.
final sale applies to items that have been marked down to clear. Including items purchased with a further discount on the already marked-down price. final sale items are not eligible for return, exchange, or online voucher if you change your mind. by purchasing a final sale item, you agree that the item cannot be returned for a change of mind.
please note final sale terms apply online only. we recommend choosing carefully to avoid disappointment and suggest contacting online@jag.com.au for any assistance prior to purchasing.
the final sale offer is not available in conjunction with any other offer. discounts cannot be retrospectively applied to previous orders or used in conjunction with any other offer.
how can I exchange my purchase?
if you are not entirely happy with your product purchased in-store or online, you can exchange your purchase to any of our freestanding stores (excluding david jones, ballantynes and smith & caughey's) within 21 days of receiving your purchase.
please note our online warehouse is unable to facilitate exchanges.
you can find your nearest store location here.
how do I return something I purchased online?
We welcome returns for online purchases in our freestanding stores (excludes david jones and clearance stores) and via post to our warehouse.
to return via post, please mail your return to:
SABA
Attn: JAG Online Returns
Part Ground Floor, Equinox House
226 Lambton Quay
Wellington Central
Wellington 6011
New Zealand
please use the below checklist before returning product via post:
- product was purchased from our online store.
- product is unworn, unaltered, and unused, in its original condition with all tags intact.
- product is not faulty or damaged.
- please ensure you securely pack your parcel, clearly display the return label, and keep a record of the return tracking number.
jag is not responsible for any delivery issues or lost parcels sent by customers. If you have any concerns about the delivery of your parcel, you will need to reach out to the courier directly.
how do I return something i purchased in store?
we welcome returns for online purchases in our freestanding stores (excluding david jones and clearance stores) and via post to our warehouse.
to return your online purchase in store please ensure:
- product was purchased in our freestanding store or our online store.
- product is unworn, unwashed, unaltered, and unused, in its original condition with all tags intact.
- proof of purchase is present and will be provided along with the returned product.
please note paypal purchases are valid for refund only. all other payment types can be exchanged.
all jag purchases made at david jones or the iconic are subject to their refund policies and procedures.
you can find your nearest store location here.
where can I see your returns policy in full?
please find the full return policy here.
what do I do if there is something wrong with my purchase?
faulty or damaged items
please contact our customer care team for assistance with returning any faulty or damaged product from an online purchase. you will be required to submit the online order number, details of the fault or damage, and any relevant photos for assessment.
missing parcels or items
if you have received all the parcels you are expecting and something is missing, or are still waiting on a parcel well past the expected delivery time, please contact our customer care team.
received the wrong order or items
if you have received something you did not order please contact our customer care team so we can assist you to resolve this as smoothly as possible.