How long do I have to submit a claim with PUSHAS after I have received my parcel?Updated 6 days ago

Tell PUSHAS within 14 days of delivery if anything arrived not authentic, damaged, missing, incorrect or not as described. Email [email protected] with your order number in the subject line.

What does the 14 day window cover?

An item you believe is not authentic.
Damage in transit, to the item or its box.
An item missing from the order.
The wrong item, size or colourway.
Missing accessories, or a box condition that does not match the listing.
An item that is materially different from its listing.

Why 14 days?

Because the sooner we hear, the faster we can put it right. Damage and shortage claims are lodged with the carrier on your behalf, and carriers hold strict windows. Hearing from you inside 14 days keeps every option open.

Claims made after 14 days are still assessed under the Australian Consumer Law, and the window does not limit any rights that cannot be excluded under the Australian Consumer Law or the consumer laws of your country. If you discover an issue later, contact us.

What should I do before I unpack?

Photograph the parcel as it arrived:

The outer delivery box, including any crushing or tearing.
The original box inside it.
The item, and anything that looks wrong.
The shipping label.

Keep all the packaging, and the PUSHAS tag on the item, until the claim is resolved. They are the evidence for the claim. If the tag has already been removed, contact us anyway: we still assess claims covered by consumer law.

What should my claim include?

Your order number.
What is wrong, in a sentence.
Photographs, including the ones above.

You do not need to prove an item is counterfeit or supply an expert opinion.

What happens next?

We review your claim and, where the item needs to come back, send you a prepaid return label. Once it is inspected:

Confirmed: a full refund, including shipping, to your original payment method, or a replacement where available. No handling charge applies.
Not confirmed: you can have the item sent back to you at your cost, or treat it as a change of mind return with the label cost deducted.

Tracking says delivered but nothing arrived

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