Refund policy

We hope you love your new pieces as much as we loved creating them. But if something’s not quite right, we’ve got you covered.

*Extended Holiday Period Return & Exchanges*

For orders made between 24 Nov - 25 Dec.

This time of year is crazy and hectic, so to make life easier, our return window has been extended. For orders made between 24 Nov - 25 Dec, you'll have until 7 Jan 2026 to initiate a return or exchange.

Items must be unworn, unwashed, and in original condition with tags attached.

For usual non-holiday return conditions please continue reading below.

Full Price Items

We accept returns on full-priced items that are unworn, unwashed, and in original condition with tags attached.
Your return must be initiated within 7 days of delivery.

To start a return, simply log in to your Customer Account to lodge your request.

All returns or exchanges must be sent back using an Australia Post satchel, with the customer covering the return postage costs.

Sale Items

Sale items can be exchanged or returned for a store credit (valid for 12 months).
Refunds are not available on sale items.
Return postage costs are the responsibility of the customer.

Final Clearance Items

Final clearance items are not eligible for refund, exchange, or store credit.
All purchases of final clearance items are considered final sale.

Store Credits

Every dollar you spend earns store credits — a little thank-you from us to you.

Credits are provisional until your return window closes.
If you return an item after using the credits earned from that purchase, the value of those credits will simply be deducted from your refund.

If you paid using both store credits and another payment method, your refund will be processed back to the same methods used at checkout — credits returned as store credit, and the rest to your original payment method.

Example:
You spend $200 and earn $20 in credits.
You use those credits on your next order.
You later return the $200 item — your refund will be $180.

Faulty Items

We take pride in the quality of our garments, but if you believe your item is faulty, please email hello@protagonistmaison.com with your order number and photos.
We follow ACCC guidelines and reserve the right to repair or replace the item before issuing a refund.

Need Help?

We’re always happy to assist — reach out to us at hello@protagonistmaison.com for any return, exchange, or credit-related questions.