FAQ's & Policies

Return timeframe

• Returns (or exchanges) must be submitted and items returned within 30 days of your order being shipped.

Full-price purchases (no discount codes, bundles, sale items)

• You can request a full refund within 14 days of shipping.
• After 14 days, returns are only eligible for store credit.

Discounted, sale or bundle purchases (or if a discount code was used)

• You are only eligible for a store credit or exchange (same item, different size) if the item is in stock.
• If the item is out of stock, only store credit will be offered.

Return process

• All returns/exchanges must be submitted via our Returns Portal: HERE
• You cannot hold an order for return simply because you want to wait for a restock of another item.

Change of mind / sizing returns

• Wrong size or change of mind returns are not eligible for refunds if a discount was applied.
• These returns follow the rules above for discounted items.

Exchanges — What You Need to Know

• Exchanges are only offered for the same item in a different size (no swapping to a different product).
• If there are fewer than 3 units left online, the exchange option will be disabled — this is to prevent overselling.
• Exchanges will be dispatched once we have received and processed your return.
• You can only submit up to 2 exchange requests per order.
• If you exchange an item and then decide you don’t like what you receive, you are only eligible for another exchange — refunds are not available for exchange orders (as no additional payment was made).
• You cannot return an item now and wait for it to come back in stock before requesting an exchange. Returns must be submitted within 30 days of shipping.

Customer responsibilities

• Items must be unworn, unwashed, with original tags, folded as they were delivered, and include your name + order number in the return parcel.
• Proof of purchase is required (invoice/order confirmation).
• There is a $15 return fee, which will be deducted from your refund if you choose to use our shipping method.

Faulty or damaged items

• If an item is faulty or not as described, please contact us HERE
• Then submit a faulty return via the same Returns Portal: HERE We’ll cover return shipping and provide a remedy under ACL consumer guarantees (repair, replacement or refund) 

Important Legal Notice

Under Australian Consumer Law, customers are automatically entitled to a remedy (repair, replacement or refund) if a product fails to meet basic consumer guarantees — for example, if it’s faulty, unsafe or not as described. This policy doesn’t override those rights

Important Information for Black Friday Returns

• Exchanges depend on current stock. If the size or style you want isn’t available, your return will need to be processed as store credit so you don’t miss your return window. 
• Promotional pricing and discount codes used during Black Friday cannot be re-applied once the sale ends. 
• Any credit issued will be equal to the amount you actually paid, and can be used on any future purchase.
  

Return & Exchange Eligibility

• We do not offer exchanges for international orders.
• All returns must be arranged by the customer HERE — you must purchase and cover your own return shipping through your local post office or courier.
• We are unable to provide return labels or cover return shipping costs for international returns.

Return Conditions

• Items must be unworn, unwashed, with original tags attached - NO animal hair of any kind, and include your full name + order number inside the return package.
• Returns must be submitted HERE within 30 days of your order being shipped. Use our Returns Portal to start the process.
  

Refunds vs. Store Credit

• For full-price items (no discounts or sale codes used): returns may be eligible for a refund (minus any applicable fees).
• For discounted items, sale items, bundles or items purchased with a code: returns are only eligible for store credit.
  

Exchanges Not Available

Because of the complexity and cost associated with international shipping and customs, exchanges are not available.

Customer Responsibility for Return Shipping

• International customers are responsible for buying and organising their own return postage.
• Please make sure the return package includes customs documentation and, where required, a commercial invoice to avoid delays or refusals at customs.
  

Non-Returnable Items

For international orders, the following are not eligible for return or exchange under any circumstances:

• Gift cards
• Shipping protection/insurance
• Jewellery (e.g. earrings)
  

Customs, Duties & Import Taxes

• When ordering from overseas, you are responsible for any customs duties, import taxes, and shipping clearance fees imposed by your country. This includes VAT, GST, duty-levies, and customs brokerage charges. 
• These charges are not included in the price paid at checkout (ONLY USA are included at checkout) and are not refundable by us.
• Because duties/taxes vary by country and parcel value, we encourage international customers to check with their local customs authority to estimate potential charges before ordering.
• If you refuse to pay customs or import duties and your parcel is returned to us, you will only be eligible for store credit — minus the actual cost of return shipping.
  

Faulty or Damaged Items

• Contact us via our contact page to report the issue.
• We will assess the claim. If accepted, we may offer a repair, replacement or refund depending on availability and international costs.
  

Why We Use This Policy

Cross-border returns come with extra costs, customs complications and often unpredictable shipping delays . We’ve designed this international policy so we can continue to serve customers globally while covering those extra logistics costs and keeping operations sustainable.

Important Information for Black Friday Returns

• Promotional pricing and discount codes used during Black Friday cannot be re-applied once the sale ends. 
• Any credit issued will be equal to the amount you actually paid, and can be used on any future purchase.