PLEASE CAREFULLY READ THROUGH ALL RETURN TERMS AS YOU ARE AGREEING TO THESE TERMS WHEN YOU MAKE A PURCHASE FROM OUR WEBSITE.
The return terms herein are in addition to, and does not affect, the separate legal right of withdrawal which is available only to European Economic Area (EEA) Consumers in some circumstances. Please reach out to email@example.com if you have additional questions or need help completing a return.
We've extended our returns policy for Christmas 2023. Eligible orders placed from 20th November 2023 to 21st December 2023 can be returned up until 14th January 2024 for a store credit or monetary refund back to your original payment method. Orders placed after 21st December 2023 are subject to our 30-day returns policy.
CHANGE OF MIND RETURNS
If you have a change of mind in respect of a purchase (e.g. you no longer want the product), we will accept a return within 30 days of purchase and provide you with a credit note or refund in accordance with this returns policy and terms. Goods must be unwashed, unworn and in their original purchase condition with original tags still attached with no signs of being removed and re-attached. The following items cannot be returned for change of mind reasons only (unless it’s a Deficient Product, as defined below):
- products marked "final sale" when purchased.
- underwear, lingerie, or swimwear (including one pieces and sets).
- products that have inbuilt underwear sewn into them.
- products returned in a condition other than their original condition.
- products returned without their tags attached.
- products not in their original packaging.
- products that appear to have been worn, smell of perfume, smoke, deodorant or body odour.
- products that are marked or damaged in any way, that includes, fake tan, deodorant or makeup.
For the avoidance of doubt, returns of Deficient Products, as defined below, are not restricted in the above way and are dealt with below.
Shipping costs are not refundable for change of mind returns and you are responsible for the costs of shipping the products back to us.
Returns are usually processed within 3 business days of receipt and you’ll receive an email detailing your return once this has been completed.
Our returns department has the right to refuse any returned item (not being a Deficient Product, which is dealt with below) that does not meet the original condition, in which case we may require you to pay our reasonable postage costs before we return the item to you.
To request a return for an eligible item, please head to our returns portal by clicking on the button and follow the prompts. Once you’ve submitted your return request, we will contact you with details of your return so that you can send your eligible item(s) back to us. The Customer must include their order confirmation email & completed returns form within their return parcel.
DEFICIENT PRODUCT RETURNS
All Goods are thoroughly inspected to ensure they are in a sellable condition prior to being sent to the Customer. However, if the Customer discovers that a Good is faulty or damaged (“Deficient Product”), the Customer must notify us within a reasonable time frame. If we inspect the Goods and confirm that there is a fault, we will accept the return and provide you with an exchange, repair, credit note or refund (at your election) using your original payment method. However, we reserve the right not to offer a credit note, exchange or refund where the goods have become of unacceptable quality a result of your misuse, damage or neglect.
If you believe an item you've purchased from us is a Deficient Product, contact us at firstname.lastname@example.org with (if applicable) images and other descriptions of the fault or deficiency.
Deficient Products can be returned within a reasonable timeframe (the length of which may depend on the circumstances) subject to proof of purchase (or where we have details of your purchase in our system).
Once you’ve submitted your return request, we will contact you with details of your return so that you can send your item(s) back to us. Deficient Product returns are usually processed within 3 business days of receipt and you’ll receive an email detailing your return once this has been done.
We will cover the packaging and postage costs associated with you returning a Deficient Product. However, you are liable for any delivery costs if we reasonably determine that returned product does not meet the criteria for being a Deficient Product.
CREDIT NOTE AND REFUNDS
All returned orders will at our option, be issued with either a credit note or refund to the value of the item(s) returned, less any shipping costs (other than Deficient Product, where we will be responsible for these costs and will provide a refund where you request it instead of a credit note).
If you paid with Afterpay then we may cancel your Afterpay payment plan rather than issue a refund or credit note.
If you’re an Australian or US customer and returning for a store credit, we’ll cover your shipping costs! Simply process your return through the portal, select store credit, and we’ll send you a free shipping label.
If returning for a refund (to the original payment method), the return label costs will be deducted from your final outcome, $8.95AUD for Australian customers and $10USD for US customers (other than for Deficient Products, which will not be charged for).
Rest of world customers need to arrange postage at their own cost.
Please note, we are not responsible for lost, stolen or undelivered returned parcels.
LOST OR STOLEN RETURNS
Please note, we are not responsible for lost, stolen or undelivered returned parcels. Once you purchase an item, the risk of loss and title for the items passes to you upon our delivery of the product to the carrier for initial delivery. For more information, please read the “TERMS OF SALE; RISK OF LOSS” section of our Terms.