How do US returns work?Updated 3 months ago
All US returns will be sent to a US consolidation centre before making their way back to BMHQ in Australia.
This means you can still easily lodge your return through our online Return Form and, where eligible, purchase a prepaid return label without needing to organise international postage yourself.
How do I return my order?
Head to our Return Form and enter your order details. Choose the item/s you’d like to return, select your return reason and follow the prompts.
If your return is eligible for a prepaid label, select ‘Receive a return label’. The cost of your label will be deducted from your reimbursement, so there’s nothing to pay upfront.
Our prepaid US return label fees are based on the total weight of your return:
Up to 2kg $12 USD
Over 2kg-4kg $18 USD
Over 4kg-6kg $25 USD
Over 6kg Customer-arranged return
Returns over 6kg won’t be eligible for a prepaid return label, so customers will need to arrange their own return shipping.
What happens after I send my return?
Your return will make its way to our US consolidation centre. From there, it will be grouped together with other returns and shipped back to BMHQ in Australia every fortnight.
Once it arrives in Brisbane, our team will process your return and your reimbursement will be issued.
Please allow around 2-4 weeks from the date you ship your return for it to reach us, be processed and your refund to be issued.
The exact timing will depend on when your parcel reaches the consolidation centre and when it catches the next shipment back to Australia.
Can I arrange my own return shipping?
Absolutely! Select ‘Ship with your own label’ when lodging your return.
If you choose to arrange your own return postage, your parcel will need to be sent directly to our PO Box address in Australia, rather than to the US consolidation centre. The return address will be provided when you lodge your return.
We strongly recommend using a tracked shipping service and keeping your tracking information until your return has been received and processed by our team.
How can I track my return?
If you purchase a prepaid return label, you’ll receive tracking details with your label. Keep hold of these until your return has been processed.
Remember that reaching the US consolidation centre doesn’t mean your return has reached BMHQ just yet. It still needs to join the next consolidated shipment back to Australia before our team can process it.
If it’s been longer than 4 weeks since you shipped your return and you haven’t received confirmation from us, please reach out to [email protected] and our CX team can take a look for you!