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Customer Care

Faithfull the Brand cares about our customers and we want to help you in any way possible. If you can't find the answer you are looking for, contact us via chat to us on Live Chat located at the bottom of your screen during business hours Monday to Friday from 9am to 5:00pm AEST or feel free to email us at shop@faithfullthebrand.com. We are always happy to help.

Australia

FREE STANDARD SHIPPING ON ORDERS OVER $150

$10 Standard Shipping for orders under $150 AUD. Please allow 2-8 business days to receive your order once shipped, pending on if you are located in metro or non-metro areas.

FREE EXPRESS SHIPPING ON ORDERS OVER $300

$15 Express Shipping on orders under $300 AUD. Please allow 1-4 business days to receive your order once shipped, pending on if you are located in metro or non-metro areas.


Delivery Delays to Western Australia: Please note, our delivery partners are experiencing delays to Western Australia due to heavy rain and flooding. Please allow an additional time to receive your order. Orders sent with Standard Shipping may take up to an additional 2 weeks to be delivered. Orders sent with Express Shipping are currently not affected but may take up to an additional 2 days to be delivered. We recommend selecting Express Shipping at checkout to receive your order as soon as possible.


New Zealand

FREE STANDARD SHIPPING ON ORDERS OVER $150

$15 Standard shipping on orders under $150 AUD. Please allow 2-8 business days for you to receive your order once shipped.


All orders are shipped out within 1-2 business days of purchase from our warehouse in Padstow, Sydney. Shipping time frames are in addition to our processing times. Any orders placed on weekends and public holidays will be processed the following business day. Orders will be delivered between 8am-6pm Monday to Friday.

SALES AND PROMOTIONAL PERIODS

During sale and promotional periods, order processing times may be subject to delay due to a higher than normal volume of orders. Please allow an additional 3-4 business days for your order to be processed for shipment from the warehouse.

CHOICE OF COURIER

All orders are shipped via Australia Post.

TRACKING YOUR ORDER

Once your parcel has been shipped from the warehouse, you will be sent an email confirmation with tracking information. You can track your order here.

SIGNATURE FOR DELIVERY

Please ensure that someone is available at your delivery address between 8am-6pm as a signature will be requested upon delivery. If an authorised person is not able to sign for your delivery the courier will leave a card and the parcel will be sent to the nearest collection centre for you to collect.

DELIVERY DELAYS TO WESTERN AUSTRALIA:

Please note, our delivery partners are experiencing delays to Western Australia due to heavy rain and flooding. Please allow an additional time to receive your order. Orders sent with Standard Shipping may take up to an additional 2 weeks to be delivered. Orders sent with Express Shipping are currently not affected but may take up to an additional 2 days to be delivered. We recommend selecting Express Shipping at checkout to receive your order as soon as possible.

We accept payment by Visa, MasterCard, American Express, PayPal, AfterPay, Klarna and Faithfull the Brand Gift Cards and store credit.

CREDIT CARDS

We accept Visa, MasterCard and American Express cards. Please note, cards issued by local banks which are not listed above will not be accepted by our global processing service, in which case we recommend PayPal as an alternate payment method.

PAYPAL

PayPal express feature is available to speed through the checkout.

AFTERPAY (AUSTRALIAN CUSTOMERS)

Afterpay is an interest-free payment plan option where you can buy now and pay for your purchase in 4 equal fortnightly installments. The funds for the first payment will need to be available on your card at the time of purchase. Please note orders purchased with Afterpay and returned are only entitled to an exchange or store credit. No refunds can be processed for Afterpay orders.

KLARNA (AUSTRALIAN CUSTOMERS)

KLARNA is an interest-free payment plan option allowing you to pay for your purchase in 4 equal payments. The first payment is charged when your order is confirmed (usually the shipping date) and the next 3 payments are automatically charged every 2 weeks after that.

STORE CREDIT AND GIFT CARDS

Payment can be made using a valid Faithfull the Brand gift card or store credit. Each gift card and store credit carries a unique code you can enter at checkout when completing your order. Gift cards are valid for 3 years from the date of issue. Store credits are valid for 12 months from the date of issue. They may both be combined with promotions.

PAYMENT SECURITY

When placing an order on au.faithfullthebrand.com, your financial details are passed through a secure server that is certified Level 1 PCI DSS compliant. All payments are completely secure and all information exchanged in order to process the payment is encrypted using SSL.

ORDER VERIFICATION

Orders placed on au.faithfullthebrand.com may be subject to a payment verification. For the protection of our customers, we want to ensure that every order that is dispatched was authorised by the cardholder. If your order has been placed on hold, a member of our customer care team will contact you directly as soon as possible to ensure the delays are minimised.

CURRENCY

You are currently on our Australian website. Product prices may be viewed online in either AUD or NZD currency using the currency selector tool. All payments made on au.faithfullthebrand.com are charged in Australian Dollars ($ AUD) only.

IMPORT DUTIES & TAXES

All international packages may be subject to duties and taxes. We currently ship all items delivery duty paid (DDP). Taxes are calculated based on the items ordered, your shipment destination, value of your purchase, and the specific rates set by the local government. Taxes will be calculated and added to your order total in the shipping cart. There will be no additional VAT or duty charges requested on delivery by our carriers.

Please note, tax and duties are non-refundable upon return of an order.

For further information on duties, taxes and customs regulations, we recommend to contact your local customs office directly.

MODIFYING OR CANCELLING AN ORDER

Unfortunately, we are not able to change or cancel your order once it is placed. Please choose items carefully and ensure all shipping information is full and correct before placing your order. If you do need assistance with an order error please contact our customer care team at shop@faithfullthebrand.com as soon as possible. We pack and ship orders daily so cannot guarantee your requests can be made.

WRONG SHIPPING ADDRESS

If you have entered an incorrect shipping address on your order and your order has not been shipped, please contact our customer care team as soon as possible. Please note that once your order has been shipped from the warehouse, we are unable to change the shipping address. We advise that customers reach out to Australia Post directly as they may be able to redirect your parcel to a new address. Orders that are returned to sender due to an invalid address may be reshipped at the expense of the customer. After an order has been delivered to the correct shipping address, we cannot be held responsible in the event of loss or theft of the packages.

ORDER NOT DELIVERED

In the event that your order is not delivered, missing or lost, please reach out to our customer care team. Please also contact Australia Post directly to lodge a customer inquiry. If the tracking information states the order has been delivered, please request a proof of delivery with photo evidence. Please then forward all correspondence you have had with the shipping provider to our customer care team so that we can investigate on our end. Once the package has been declared lost by the shipping provider, we can issue you a replacement, store credit or refund.

For all online customer service, order and product enquiries, please email shop@faithfullthebrand.com

Whilst we try to ensure that stock levels on the website are as accurate and up-to-date as possible, on rare occasions there may be a stock discrepancy for an item purchased. If a purchase has been made for an unavailable item, you will be notified via email by our customer care team as soon as possible and be offered a suitable replacement, a credit note or a full refund.

This policy applies to all purchases placed online at au.faithfullthebrand.com.

FULL PRICE ITEMS

We want you to be completely satisfied with your online purchase. If you change your mind for any reason, you can return any full priced item within 21 days of the purchase date for a refund or store credit equal to the returned item’s value. Store credit notes are valid for 12 months from the date of issue.

FINAL SALE ITEMS

Items purchased as final sale cannot be returned and are not eligible for refund, store credit or exchange, unless the items are deemed faulty (see below).

STORE CREDIT AND PROMOTIONAL DISCOUNTS

Items purchased using a store credit or a promotional discount code (including our first order offer) are eligible for a return (unless the item was purchased as final sale).

MAKE A RETURN

To return an item, simply follow the steps on our Returns Portal (or go to: au.faithfullthebrand.com/a/return).
Once your return request has been approved, you will receive an email with further instructions on how to send your order back to us.

CONDITIONS OF RETURN

Please ensure your items meet the below conditions of return. Item/s must be:
1. Returned to us within 21 days from the purchase date
2. Returned in their original condition: unworn, unaltered, unused and unwashed
3. Returned with all original tags attached. Please note that all swimwear must be returned with the protective hygiene strip intact and will not be accepted if this strip is removed or altered.

RETURN SHIPPING

Customers will be responsible for any shipping and handling charges to return any unwanted items. We do not provide prepaid return labels, so you will need to organise this with your local courier. We take no responsibility for missing incoming deliveries of a return. We encourage you to return your item/s via registered or traceable postal services as return parcels remain the responsibility of the customer until received by Faithfull the Brand. Please note that original shipping charges and taxes/duties are non-refundable.

FAULTY ITEMS

If you have received a faulty item, please email our customer care team at shop@faithfullthebrand.com with a photo or video clearly showing the fault and a brief description. All items will be inspected and assessed by our team. If deemed faulty, we will offer a replacement (if stock is available), store credit note or refund. Items damaged as a result of incorrect garment care or general wear, are not considered to be faulty.

GIFT CARDS

Gift Cards may not be returned or refunded.

PROCESSING TIMES

Please allow up to 3 to 5 business days for your return to be processed by our team.

REFUNDS

Refunds will be processed via the original payment method you used to place the order. Depending on your payment method and financial institution, please allow up to 10 business days for the refunded amount to be reflected at your end. We recommend checking with your payment provider for more information on their current processing times.

If you have any questions regarding a return or want to check whether your purchase is eligible for a refund or return, please email shop@faithfullthebrand.com.

We currently do not offer exchanges through our website and instead encourage you to return a full priced item for refund and place a new order for your desired item.

PURCHASING A GIFT CARD

Digital Gift Cards can be purchased on the Faithfull the Brand website here.

REDEEMING YOUR GIFT CARD

Gift Cards are automatically emailed to you once purchased. A unique code will be issued to the email address entered at checkout. To redeem, enter your unique gift card code in the ‘gift card or discount code’ box at checkout and click apply. Gift cards can be applied to an order in addition to a promotion or discount code.

If a gift card is partially redeemed in one transaction, the gift card balance will be updated automatically and available using the same code. If the cost of an order exceeds the available gift card balance, the cardholder will be required to pay the difference using an alternate payment method at checkout.

CURRENCY

Gift cards purchased on our Australian based website are available in AUD currency and can be redeemed on au.faithfullbrand.com

EXPIRY

Gift cards are valid for 3 years from the date of purchase.

RETURNING ITEMS PURCHASED USING A GIFT CARD

If you return an item purchased using a gift card, the refund will be credited back to the gift card equal to the value of the returned item (excluding shipping).

LOST OR STOLEN GIFT CARDS

Faithfull the Brand does not take responsibility for any lost or stolen Gift Cards. If you lose your gift card code, please email our customer care team at shop@faithfullthebrand.com. You must provide the full name used for the purchase, the initial gift card value purchased, date of purchase & expiry date.