How to return
customers are required to organise their own returns at their own cost. please contact our customer care team to initiate the returns process and receive further information.
we recommend using a reliable courier service as jag is not liable for any return parcels lost or stolen in transit. please keep a record of your return tracking number for any enquiries.
returns policy
change of mind: we are happy to offer you a refund 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.
consumer guarantee
our change of mind returns policy as stated above does not affect your usual rights under the australian consumer law. if you believe your purchase is not of acceptable quality, is not fit for purpose or is not as described, then you may be eligible for a repair, replacement or refund once the product has been assessed and confirmed as faulty or damaged.
please contact our friendly customer care team if you believe your purchase fails to meet the consumer guarantee.
further information is available here.
returns checklist
please use the below checklist before returning product via post:
- product was purchased from our online store.
- product is unworn, unwashed, unaltered, and unused, in its original condition with all tags intact.
- product is not faulty or damaged -please contact our friendly 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.
processing your return
please keep an eye on the tracking of your order to be advised your parcel has arrived at our warehouse. once it arrives it will take up to 5 business days to process your return parcel. you will receive an email from us once your refund has been completed. please note there may be delays in delivery and processing time during sales and promotional periods.