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FAQs

Online order

Order status

Trenery and Country Road members can view the status of their order by logging into our website and visiting the 'My Orders' tab. This will allow you to monitor the progress of any orders you have placed. Please note, you may not be able to view your order status while it is being updated.

Locating Items: We have received your order and it's in line to be picked and packed. Your order can remain at this status for several days and will update once it has been dispatched and assigned with a tracking number.

Dispatched: We have completed your order and a dispatch email has been sent to you.

Invalid Card Number: Payment could not be processed for your order. An email with a link to re-enter payment information would have been sent to you. Please ensure you action this within 24 hours or your order will be cancelled.

Once your order has been completed, a dispatch email will be sent to you. This will contain a tracking number which can be used to track the progress of your delivery.

Your tracking number may not be active via the courier's website for up to 48 hours while it's awaiting collection from the dispatch location, unless you have selected Same Day Delivery.

Missing item

From time to time we may be required to split your order. As a result, you may receive separate parcels. This will be specified on your online account or dispatch emails.

If your order has been sent in different parcels, then each packing slip will tell you the items you can expect to find inside. Please check the packing slip from each package to make sure you're not missing anything.

If you believe an item is missing, please contact our Customer Service team on our SMS service by messaging your query to 0485 866 828 with the order number and the missing item details. We will resolve the issue for you as quickly as we can.

Faulty item

We aim to provide our customers with products of the highest standard and quality.

If you have received an item that is not up to standard, please contact our Customer Service team as soon as possible.

We will require clear images of the item and your order number so we can guide you through the assessment process and help resolve the problem as swiftly as possible.

Please note, if your item was purchased in a Country Road store you will need to return in store for an assessment.

Can I change or update my order?

Unfortunately due to system constraints, we are unable to make any changes to your online order once it has been placed. This includes updating the address, cancelling the order and changing the delivery service.

In the event the incorrect delivery address has been provided, please contact our Customer Service team promptly and they will attempt to redirect with Startrack once your order has been dispatched.

Please note, redirections are not guaranteed and your order may be delivered to the original address provided. Country Road is unable to refund or replace orders for unsuccessful redirections.

Delivery

Order tracking

When your online purchase is complete, you will receive an email containing your order confirmation and delivery details. We will also provide you with a link that will allow you to track and trace the status of your delivery at any time.

If your tracking information hasn't updated over 3 business days, please contact our Customer Service team so that we can investigate your delivery further.

New Zealand and international orders: if you are yet to receive your tracking number, please contact our Customer Service team so that we can investigate.

Authority to leave

Trenery offers the Authority to Leave option.

By selecting the box "Tick this box if you agree that our driver can leave the delivery if you are out" during checkout, you are authorising for your parcel to be left at your nominated shipping address without requiring you to sign for delivery ("ATL delivery"). In doing so, please note that the only confirmation of delivery that will be available and accepted to prove receipt will need to be obtained from the delivery driver. If you do not receive any items delivered via ATL delivery, they will not be replaced or refunded unless otherwise required by law.

Multiple deliveries

If you have placed an order with multiple items, these items may only be available for dispatch from separate locations. In this instance, your order will be split into multiple orders, and will be delivered separately under different tracking numbers. Each time your order is split, you will receive an email notification with the new order details. There will not be any additional shipping charges applied to split orders.

For further information regarding your split order, you can log into your account, and go to "My Orders" to view live status updates. Orders with Same Day delivery will not be split.

Returns

Returns policy

Australia and New Zealand orders: If you have changed your mind about your purchase, you may return or exchange your item within 30 days if it is unwashed, unworn or unused (for swimwear, all hygiene stickers must be intact).

Proof of purchase is required for all returns.

Our change of mind policy does not apply to the following merchandise:

• Earrings, face masks and hosiery
  Due to hygiene reasons, earrings, face masks and hosiery are unable to be returned for change of mind.
• Swimwear
  Swimwear must be tried on wearing full briefs and returns will only be accepted if all hygiene stickers and tags are intact. All swimwear will be assessed prior to any returns being processed.

View the full returns policy here.

How to return an online order

Complete the packing slip which came with your parcel, filling in the quantity and reason for return.

Please make note of your return tracking number (Article ID) as this detail will assist you in tracking your return. This number will also be required for all return queries with Customer Service.

Simply drop your parcel off at a convenient street post box, Post Office or Parcel Locker.

View the full returns policy here.

Return status

Please allow up to 10 business days from the day your parcel is delivered to our Distribution Centre for your return to be processed and your account to be credited.

Once your return has been processed you will be notified via the email address provided with your original online order.

Slight delays to return processing may be experienced during busy sale and promotional periods, due to higher volumes.

What is your in store returns policy?

Items purchased online and in store may be returned to any Trenery standalone store for a full refund or exchange. Online purchases cannot be returned to David Jones.

If you have changed your mind about your purchase, you may return or exchange your item within 30 days if it is unwashed, unworn or unused (for swimwear, all hygiene stickers must be intact) and you have satisfactory proof of purchase. and you have satisfactory proof of purchase.

Online orders made via PayPal or Alipay may be refunded at any Trenery standalone store to the credit or EFTPOS card of your choice. The Member name must be identical to the name on the order confirmation and a form of photo identification must be presented.

Our change of mind policy does not apply to the following merchandise:

• Earrings, face masks and hosiery
  Due to hygiene reasons, earrings, face masks and hosiery are unable to be returned for change of mind.
• Swimwear
  Swimwear must be tried on wearing full briefs and returns will only be accepted if all hygiene stickers and tags are intact. All swimwear will be assessed prior to any returns being processed.

View the full returns policy here.

Account

Member status

Access your member status by logging into our website and visiting the 'My Rewards' tab. Your current member status will be listed under the 'Current Tier' field.

Missing loyalty reward

In order to access your rewards online, please ensure that you have logged in via our website.

If you have made an eligible purchase in store more than 48 hours ago and cannot see your reward when logged in online, please feel free to contact our Customer Service team with an image of your entire receipt along with your membership number.

Please note any relevant rewards associated with an online purchase will not be loaded until your entire online order, including any split orders, have been dispatched.

Update personal details

Trenery and Country Road members can update their account details while logged in to our website using the 'My Details' tab. Please select the 'Edit' function to make any relevant changes and select 'Save'.

Expired Rewards

All rewards that Trenery and Country Road issue have a set expiry date. Members are required to redeem these rewards within the set valid period. Each type of reward will have varying expiry timeframes. You can view this information by logging into your online account or by referring to your reward email notification.

Please note our in store teams are unable to amend the expiry dates on rewards or redeem expired rewards.

How to unsubscribe

Trenery and Country Road members can update their email preferences while logged in to our website using the 'My Email' tab. Please select the relevant email preferences and select 'Save' to complete the process. This may take up to 5 business days to activate. In the event that you are still receiving communications after 5 business days, please contact our Customer Service team.

International Rewards

We've made some exciting changes to our online store for customers outside Australia and New Zealand.

Now you'll be able to:

1. See product prices in your preferred local currency
2. Enjoy guaranteed order totals, including all applicable taxes and duty
3. Enjoy a new extended returns period of 45 days
4. Shop with free delivery for all orders over AUD $100 (otherwise a flat AUD $10 delivery fee)

Simply select your delivery country and eShopWorld will do the rest.

How to redeem Member rewards

Please note that the new services available through eShopWorld will change how you redeem your Member rewards online, like your Spend & Earn, Birthday or Anniversary reward.

To redeem Member rewards outside of Australia or New Zealand:

1. Select 'other' as your delivery country;
2. Complete your order as normal;
3. Enjoy a new extended returns period of 45 days
4. Shop with free delivery for all orders over AUD $100 (otherwise a flat AUD $10 delivery fee)

Please note that taxes and duties will not be included in your order total when you redeem Member rewards, so you may be required to pay them upon delivery.

Have a question? Please contact customer service.