Returns and Refunds | Sproose

What to do if goods received are damaged or broken?

If you do not receive your order in mint condition or if anything is broken or damaged please inform us immediately via email so that we can evaluate the situation and resolve it as soon as possible. Whilst we have not lost any parcels by courier to date, goods are occasionally damaged in transit, and there is no question that these will be replaced.

We may ask you to send photos of the damaged item(s) for our records and this will also help our packing team to improve packaging methods.

What to do if you wish to exchange/return an item purchased?

You are welcome to exchange/ return any goods purchased (excluding any face masks, face shields, or any personalized products) within 7 days of receipt.   

Please inform us via email of the product(s) you wish to exchange/ return. We will communicate with you and organize the courier to collect from you. We will then email a return waybill to you, please print this out and give it together with the parcel to the courier company on collection. Please ensure that goods are securely repackaged with protective packaging and/or the same as originally received.

Unfortunately, we can only accept goods for exchange/return that is still in mint condition and within their original unopened packaging.

Exchanges/ refunds are dealt with on a case-by-case basis. 

In the event that you wish to exchange item(s), the new item will be sent to you after the originally purchased item is received at our warehouse. This process generally takes 3-10 working days.

In the event that you wish to return item(s) purchased, the refund will occur after goods have been received at our warehouse and checked. This process generally takes 3-10 working days. Please note the original shipping fee is non-refundable.

Do I have to pay for Exchange/Return shipping?

No, each order gets 1x free *exchange or 1x free return shipping.

  • If you wish to exchange the item a second time or more you will have to cover the return and delivery shipping costs
  • If you wish to return an item after the 1x free exchange you will have to cover the return shipping

* Both ways: delivering the new item to you and collecting the original.  Free exchange shipping is only applicable if you swop the same product (same colour, same pattern, same price) for another size.  Example to swop your pink vellies for another shoe size.

Please note that all shipping is organized by Sproose.

We may deduct a 10% handling fee from the original price, but if minimal admin and expenses were involved to return the item(s), we usually turn a blind eye to it.

Free Exchange/Return shipping is not applicable to sale items (excluding shoes).

What to do if I need my parcel to be delivered faster?

Overnight options are available in most cities and suburbs.  Please contact us for more information.

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