Frequently asked questions
Can I change or cancel my order?
If you need to change or cancel your order, please contact our team as soon as possible.
If your parcel has not yet been dispatched, we may be able to make changes or cancel your order, however, this is not guaranteed. If your parcel has already been processed, we are unfortunately unable to change or cancel your order.
How do I return an item?
To place a return, please use our Returns Portal.
Eligible items are able to be returned within 28 days from purchase. For more information, please read our Returns Policy.
What should I do if my item is incorrect, faulty or damaged?
If your item is incorrect, faulty or damaged, please email our customer service team at shop@runwayscout.com with your order details and a photo of the item so we can resolve this for you as quickly as possible.
Can I use a discount code on a sale item?
Discount codes cannot be used on styles marked as Sale or Final Sale. Discount codes will also be switched off and unable to be used during promotional periods.
Can I return a sale or final sale item?
Sale: Items purchased on sale are eligible for a credit note only. To place a return, please use our Returns Portal.
Final Sale: Items marked ‘Final Sale’ are ineligible for a return (including exchange or credit note).
For further details, please refer to our Returns Policy.
Can I exchange an item for a different size?
We offer exchanges on all full-priced items, subject to stock availability. To start an exchange, please use our Returns Portal.
Who pays for return shipping?
Australia: Returns are subject to a $12 shipping fee.
US: Returns are subject to a USD $20 shipping fee.
Rest of World: Returns are at the customer’s expense.
To lodge your return or find out more information, please visit our Returns Portal.
What is Refundid?
All online returns are managed by our third-party provider Refundid. Depending on your location, Refundid offers both instant refunds and standard return options. For more details and Refundid’s terms and conditions, click here.
Where will my refund be sent?
Instant refunds are processed through Refundid directly to your nominated debit card or bank account. Standard refunds are issued to the original payment method. If your order was placed using a buy now, pay later service, any remaining balance must be settled.
How long does it take to receive a refund?
Australia: Once received by our Gold Coast warehouse, returns are processed within 5-7 business days.
US: Once received by our Los Angeles returns facility, returns are processed within 5 business days. Occasionally, there may be some delays in processing returns during busy sales periods.
Rest of World: Once received by our Gold Coast warehouse, returns are processed within 5-7 business days.
My refund was processed as a credit note. How do I find it?
Your credit note will be sent to the email address associated with your order. If your refund has been applied to an existing credit note, it will be reactivated automatically.
If you cannot locate your credit note, please contact our customer service team.
Do I need to pay customs or duties for international orders?
If you are shipping to a country outside of Australia, you may be liable for taxes or customs charges.
US: Duties and taxes calculated at checkout.
Rest of World: May be subject to duties and taxes. Please note that any applicable duties and taxes are the responsibility of the customer, and you’ll need to pay the required charges before your order can be delivered.
Please be aware that Runway Scout is not responsible for another country's taxes or customs charges, which may be imposed when your parcel is delivered. We recommend contacting your local customs office for further information if you are unsure about this.
Find more information, please read our Shipping Policy.
How can I track my order?
Once your order has been dispatched, you will receive a confirmation email along with carrier and tracking details. To track your delivery via Australia Post click here. To track your delivery via DHL click here.
For international orders, once your parcel has been transferred to your local courier, you should use the local courier’s tracking website for more frequent updates.
What happens if my parcel is lost or damaged?
At the checkout, we offer Shipping Insurance against Loss or Accidental Damage for a fee of AUD $3.99. You can find further information in our Shipping Insurance Policy.
If you choose to deselect Shipping Insurance, please be aware that Runway Scout can not be held responsible for parcels that are lost, damaged or delayed in transit due to the fault of Australia Post, DHL or other delivery carriers. If your parcel is lost, damaged or delayed, we will trace your parcel on your behalf and endeavour to locate your parcel or lodge an investigation if required.
For any further questions, please contact our customer service team.
