David Jones Return Policy: 30 Days, What’s Excluded & How Refunds Work

Shopping at David Jones and want to know how returns work if something isn’t quite right? The policy is fairly clear: most items can be brought back within 30 days, there’s an extended window over Christmas, some products are never returnable for change of mind, and there are special rules for luxury brands and bulky items.

This guide focuses on the Australian David Jones department stores and online store, and walks through change-of-mind returns, exclusions, return methods, refund rules and your rights if a product is faulty.

Quick Snapshot of the David Jones Return Policy

• Standard return window: Most items can be returned within 30 days of purchase.
• Christmas extension: Items bought in November or December can usually be returned up to 31 January the following year, with some luxury-brand exceptions.
• Return methods:
  • In store: Exchange or refund (if eligible) when you show proof of purchase.
  • By post: Refund only, no exchanges; send to the Silverwater fulfilment centre with proof of purchase.
• Change-of-mind rules: You must have proof of purchase and the item must be in saleable condition (tags attached, packaging and seals intact, unworn/unused, in date).
• Items that can’t be returned for change of mind: Includes “reduced to clear” items, Apple products, pre-loved Blue Spinach items, gift cards, fresh food, flowers, furniture, mattresses, many personal care items, pillows, protectors and more.
• Refund method: Usually back to the original payment tender, with special rules for PayPal, gift cards, Qantas Points and digital wallets.
• Bulky items: Can’t be returned once delivered unless faulty; cancelling some large or made-to-order items may attract a 25% restocking fee.
• Consumer guarantees: Your rights under Australian and New Zealand Consumer Law still apply for faulty goods, beyond the 30-day window.

Change-of-Mind Returns: The 30-Day Window

David Jones allows change-of-mind returns on most items within 30 days, as long as the product meets certain conditions and isn’t on the “can’t be returned” list.

When Change-of-Mind Returns Are Accepted

You can usually get an exchange or refund for change of mind if:

• You return the item within 30 days of purchase.
• You provide proof of purchase.
• The item is in saleable condition, meaning:
  • Original tags and labels are still attached.
  • The item is in its original packaging (if it had any).
  • Any sealed packaging is still sealed.
  • For swimwear, the hygiene cover is still in place.
  • The item is within its expiry date.
  • The item is unworn, unused and in the same condition as sold.
• Any bonus items or bundled productsare also returned:
  • Gift-with-purchase items,
  • Bonus products,
  • All components of a bundle.

  If these are not returned, the value of the missing bonus or gift may be deducted from the refund.

David Jones also notes that if they reasonably believe a customer is abusing or misusing the change-of-mind policy, they may refuse to accept further returns. This is aimed at preventing repeated returns that look like abuse rather than normal shopping.

Extended Christmas Returns

During the festive season, the returns window gets longer:

• Items bought in November or December can generally be returned or exchanged up to 31 January the following year.
• This extended window does not apply to items that are already on the “can’t be returned” list or certain luxury brands (more on that below).

Items That Can’t Be Returned for Change of Mind

Some products are simply not returnable if you change your mind. The policy lists them clearly; these exceptions do not affect your rights if the item is faulty.

General Exclusions

• Items marked “reduced to clear” (noted on the product page and/or at checkout).
• Altered items (for example, clothing that has been altered after purchase).
• Apple products.
• Blue Spinach pre-loved items.
• Bespoke, custom-made and made-to-measure products.
• David Jones gift cards and e-gift cards.
• Earrings for pierced ears.
• epay vouchers and similar electronic vouchers.
• Fresh flowers.
• Fresh food.
• Furniture.
• Mattresses.
• Many personal care items, including:
  • Circulation booster devices
  • Electric toothbrushes
  • Face masks
  • Foot spas
  • Hairbrushes
  • Hand-held massagers
  • Manicure sets
  • Sexual wellness products
  • Shavers
• Personalised products.
• Pillows.
• Protectors, quilts and toppers.

“Return Tag” Items

Some products come with a special tag stating that change-of-mind returns will not be accepted if the tag is removed. For these items:

• You can only return them for change of mind if the tag is still attached.
• If the tag has been removed, only faulty or mis-described items can be returned, as required by law.

Luxury Brands with Special Rules

David Jones has a list of designer brands where:

• Returns may be exchange only (no refunds), and
• Some items must be returned to the same boutique store location where they were bought.

These brands include names such as Balenciaga, Celine, Dior, Ferragamo, Gentle Monster, Loewe, Roger Vivier, Saint Laurent, Sarah & Sebastian, Tod’s and others. David Jones notes that these brands do not process refunds in some cases, and that certain luxury handbag and footwear boutiques are excluded from the extended Christmas returns window.

How Long You Have to Return Items

• Standard period: You have 30 days from purchase to return an item for change of mind, unless it’s on the list of items that can’t be returned.
• Christmas extended period: Items purchased in November and December can be returned or exchanged up to 31 Januarythe following year, except for:
  • Items already on the “can’t be returned” list.
  • Luxury brands specifically excluded from extended returns, including many high-end handbag and footwear boutiques (for example CHANEL, Louis Vuitton, Gucci, Bottega Veneta, Zimmermann and others listed on the policy page).

Where and How to Return: In Store vs Post

In-Store Returns and Exchanges

For many customers, going to a store is the easiest way to sort out a return.

• You can return eligible items to the relevant department in any David Jones store in the same country.
• Bring your proof of purchase (receipt or online order confirmation).
• If your return is accepted under the policy, staff can:
  • Provide an exchange, or
  • Process a refund according to the tender rules.
• Items bought in Australian stores cannot be returned to David Jones New Zealand, and vice versa.

Returns by Post

If you bought online and cannot visit a store, you can post items back within the original country of purchase.

• Include your proof of purchase (packing slip or order confirmation).
• Address the parcel to:
  David Jones Fulfilment Centre
  Dock 8, Corner of Derby & Stubbs Streets
  Silverwater NSW 2128
• Make sure items are packed securely and meet the change-of-mind condition rules.
• When returning via post, David Jones can only offer refunds – no exchanges are done by mail.
• They recommend purchasing postage insurance for high-value items.
• Fragrances and other flammable items can’t be returned by post, but you can take them back in store instead.

You usually arrange and pay for postage yourself for change-of-mind returns. Once the warehouse confirms the return meets the policy, you get an email and the refund is processed, typically within 7 business days.

Proof of Purchase: What You Need to Show

All returns, refunds, exchanges or repair requests must be supported by at least one of these:

• Purchase / return / exchange / gift register receipt (original, photocopy or clear photo).
• Online order confirmation email.
• Online order details shown in your “My Orders” page.
• Packing slip included with online purchases.
• David Jones Credit Card statement.
• David Jones Store Card statement.

For gifts, a gift receipt or returns card allows the recipient to exchange the item or receive a refund via a David Jones Returns Card.

How Refunds Are Paid

In most cases, David Jones refunds you using the original payment tender, with a few important exceptions.

• Standard card or cash payments: Refunded back to the same card or as cash, depending on how you paid and store policy.
• PayPal:
  • Items returned in store – refunded onto a David Jones Returns Card.
  • Items returned by post – refunded back to your PayPal account.
• Qantas Frequent Flyer Points:
  • If an order paid with Qantas Points is returned or cancelled, points are credited back to your Qantas account, usually within about 7 days after processing.
  • For mixed payments (points + card), the cash portion is refunded to your card first, and any used points are then returned to your Qantas account.
• Gift cards:
  • Purchases made with David Jones Gift Cards are refunded onto a David Jones Returns Card or an eGift Card if you posted the return.
• Alipay:
  • Change-of-mind returns can be made in store or by post.
  • Items bought online with Alipay and returned in store are refunded via a David Jones Gift Card.
• Digital wallets (Apple Pay, Click to Pay): Refunds go back to the card selected from the wallet at checkout.
• Gift receipts: Returns are usually processed onto a David Jones Returns Card, not back to the original payer.

Once your return is approved, David Jones aims to complete the refund within about 7 business days, though your bank or payment provider may take a little longer to show it on your statement.

Bulky Items & Restocking Fees

There is a separate mention for large or bulky items (for example some furniture pieces or made-to-order items):

• Bulky items cannot be returned once delivered unless they are faulty.
• If you cancel a large or bulky item for change-of-mind reasons and the item is:
  • Already in production,
  • Made to order, or
  • Has been dispatched,

  a 25% restocking fee may apply.

Always check the specific terms on the product page for furniture and made-to-order items, and contact Customer Service if you’re unsure.

Faulty, Damaged or Mis-described Items

Everything above about change of mind sits on top of your rights under Australian or New Zealand Consumer Law. If a product is faulty or not as described, those legal guarantees take priority.

• If an item is faulty, unsafe, significantly different from the description, or doesn’t do what it should, you may be entitled to:
  • A refund,
  • A replacement, or
  • A repair, depending on whether the failure is major or minor.
• For a major problem, you can choose a refund or replacement.
• For a minor problem, David Jones can usually repair the product first; if that isn’t possible within a reasonable time, you can ask for a refund or replacement.
• These rights are not limited by the 30-day change-of-mind period.
• To claim, take the product and your proof of purchase to a store or contact David Jones Customer Service; some brands or high-end items may need to be assessed by the manufacturer or approved service centre.

Quick David Jones Returns FAQ (Australia)

• How long do I have to return items to David Jones?
  For change of mind, most items can be returned within 30 days. Items bought in November or December usually have extended returns until 31 January, except for some luxury brands and items that can’t be returned.
• Can I return sale items?
  Most sale items can be returned for change of mind within 30 days, as long as they meet the condition rules and aren’t on the exclusion list. Items marked “reduced to clear” cannot be returned for change of mind and are only returnable if faulty.
• Can I return my online order in store?
  Yes. For most purchases you can return online orders in store with your proof of purchase, and get an exchange or refund in line with the policy. Some boutique luxury brands and bulky items have location-specific or stricter rules, so check your receipt or the online policy if you’re unsure.
• Can I exchange or return goods by post?
  You can return eligible items by post to the Silverwater fulfilment centre for a refund, but exchanges are not handled by post. You pay for postage in most change-of-mind cases; fragrance and other flammable items must be returned in store.
• What items can’t I return if I change my mind?
  Items such as “reduced to clear” products, gift cards, fresh food, flowers, furniture, mattresses, many personal care devices, pillows, protectors, some luxury items and personalised goods are excluded from change-of-mind returns. These can still be returned if they are faulty, as required by law.
• How long will my refund take?
  Once your return is approved, David Jones aims to process the refund within about 7 business days. Your bank or payment provider may then need a few more days for the money to appear in your account.

Summary

In short, David Jones gives shoppers a 30-day change-of-mind window (with a holiday extension), clear rules around proof of purchase and condition, and a defined list of items that can’t be returned unless faulty. You can go in store for an exchange or refund, or post items back for a refund only. On top of this, your consumer rights for faulty or mis-described goods still apply, no matter what the store’s change-of-mind rules say. Keep receipts, hang onto tags until you’re sure, and returns at David Jones are usually straightforward.