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How long do I have to submit a claim with PUSHAS after I have received my parcel?Updated 6 hours ago
Tell PUSHAS within 5 business days of delivery if anything arrived damaged, missing or incorrect. Authenticity concerns and items that are not as described are not limited to that window, so contact us whenever you find one.
What has to be reported within 5 business days?
Anything you would notice on opening the parcel.
- Damage in transit, to the item or to its box.
- An item missing from the order.
- The wrong item, size or colourway.
- Accessories or the original box missing.
Email [email protected] with your order number in the subject line.
Why 5 business days?
Because these are claims we make on your behalf, and the clock is not ours.
Where a parcel is damaged or short on arrival, we lodge a claim with the carrier, and carriers hold a strict window for that. If we hear from you inside it, we can act. If we hear afterwards, the route to putting it right closes, and not because we want it to.
What if the item is not authentic?
Contact us whenever you find out. This is not governed by the 5 day window.
Authenticity is not something you always discover on opening a box, and our guarantee is not written to expire before you notice. Every order is covered by the PUSHAS Authenticity and Legitimacy Guarantee.
What if the item is not as described, or not fit for use?
Also outside the 5 day window.
An item that is not authentic, not as described, or not fit for use is covered by the consumer guarantees under Australian Consumer Law for a reasonable period, judged against what the item is and what it cost. Nothing on this page shortens that, and nothing on this page is intended to.
The 5 business day rule is about the things you can see immediately. It is not a limit on us standing behind what we sell.
What should I do before I unpack?
Photograph the parcel as it arrived, before you open it fully.
- The outer delivery box, including any crushing or tearing.
- The original box inside it.
- The item itself, and anything that looks wrong.
- The shipping label, so the parcel can be identified.
Keep all the packaging until the claim is resolved. A damage claim without the packaging is very hard to make, because the packaging is the evidence.
What should I include in my claim?
- Your order number.
- What is wrong, in a sentence.
- Photographs, including the ones above.
A claim with photographs attached is usually resolved in one exchange. A claim without them takes three, and the first of those is us asking for photographs.
What happens after I submit a claim?
We acknowledge it, assess it, and tell you the outcome. If the item needs to come back to us for assessment, we will tell you how to return it before you send anything.
Tracking says delivered but nothing arrived. Is that a claim?
Yes, and it is urgent. Contact us straight away rather than waiting to see whether it turns up.