How to Process a Self-Service Return

You can easily initiate and manage returns directly through the Shop app. Follow these simple steps:

Step 1: Open the Shop App

Download the Shop app from the App Store (iOS) or Google Play Store (Android) if you haven't already, then log in to your account. To login into your account please use the email address or mobile phone used on your order.

Step 2: Find Your Order

Tap on your profile icon in the bottom right corner, then select "Orders" to view your order history. Locate the order containing the item(s) you wish to return.

Step 3: Start Your Return

Tap on the order, then select "Return items" or "Start a return." Choose the item(s) you want to return from your order.

Step 4: Select Your Return Reason

Choose the reason for your return from the available options (e.g., wrong size, changed mind, defective item). This helps us improve our service.

Step 5: Choose Your Return Method

Select how you'd like to return the item:

Mail return: Print the prepaid shipping label and drop off at your nearest post office or courier location
Drop-off return: Take your item to a designated return location if available in your area
Step 6: Package Your Item

Securely package the item in its original packaging if possible. Include all tags, accessories, and documentation that came with the product. Attach the return label to the outside of the package.

Step 7: Ship Your Return

Drop off your package at the designated carrier location. You'll receive a tracking number to monitor your return shipment.

Step 8: Track Your Return

Monitor your return status in the Shop app. You'll receive notifications when your return is received and processed.

Step 9: Receive Your Refund

Once we receive and inspect your return, your refund will be processed to your original payment method. Please allow 5-10 business days for the refund to appear in your account.

Need Help?

If you encounter any issues during the return process, you can contact our support team directly through the Shop app or reach out to us at clubshop@newcastleknights.com.au.

Return Policy Reminders
Items must be returned within 30 days of delivery
Items must be unused and in original condition with tags attached
Some items may not be eligible for return (final sale, personalised items, etc.)