Australia - FREE express shipping on orders over $100.00 as of 21/08/17
New Zealand - $10 AUD standard shipping
Shipping & Delivery
We offer worldwide express shipping as our standard shipping method. All orders will be sent via Australia Post from our warehouse in Sydney, Australia. All orders (except pre-orders) are packed and dispatched within 4 working days - except weekends or public holidays. We will email you a tracking number within one business day after your order is sent. Watch out for this email so you can track the progress of your order from our doorstep to yours! All packages must be signed for upon delivery so please ensure that you provide your daytime delivery address and contact number. Please note that we are unable to re-direct orders once they have been dispatched.
Australia & New Zealand - Delivery within 2-4 business days from dispatch date.
Unfortunately we cannot guarantee that you will receive your package within the time frame expected. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Moreover, we do not hold responsibility for damaged, lost or stolen packages.
Please note -
As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these maybe necessary to release your order from customs on arrival. Faithfull the Brand will not be held liable for any fees or taxes you may incur or if your product is seized by customs. We advise that you are familiar with your package destination’s import duty, customs and local sales taxes as well as it’s rules and regulations for importing foreign goods and products.
INTERNATIONAL SHIPPING METHODS
WE OFFER STANDARD WORLDWIDE SHIPPING TO OUR INTERNATIONAL CUSTOMERS FOR A FLAT FEE. ALL ORDERS ARE SHIPPED OUT VIA AUSTRALIA POST. ONCE YOUR ORDER IS SHIPPED, WE ESTIMATE YOU WILL RECEIVE YOUR ORDER WITHIN 3-8 BUSINESS DAYS OF ITS SHIP DATE. PLEASE NOTE THAT SHIPPING TIMES MAY VARY.
TAXES AND CUSTOMS
IMPORT DUTIES AND TAXES ARE NOT INCLUDED IN THE ITEM PRICE OR SHIPPING COST. THESE CHARGES ARE YOUR RESPONSIBILITY AND WILL BE COLLECTED FROM YOU BY THE CARRIER UPON DELIVERY.
WE CURRENTLY SHIP ALL ITEMS DELIVERY DUTY UNPAID (DDU). ONCE YOUR ORDER IS SHIPPED, THE CARRIER WILL BILL YOU TO PAY ALL IMPORT DUTIES, CUSTOMS AND SALES TAXES LEVIED BY THE COUNTRY YOU ARE SHIPPING TO.
WE ADVISE THAT YOU ARE FAMILIAR WITH YOUR PACKAGE DESTINATION’S IMPORT DUTY, CUSTOMS AND LOCAL SALES TAXES AS WELL AS IT’S RULES AND REGULATIONS FOR IMPORTING FOREIGN GOODS AND PRODUCTS PRIOR TO PURCHASING.
PLEASE NOTE -
UNFORTUNATELY WE ARE UNABLE TO SHIP TO THE FOLLOWING COUNTRIES - RUSSIA, UKRAINE & SAUDI-ARABIA
IMPORT DUTIES & TAXES
I PLACED AN ORDER BUT I CHANGED MY MIND/ I DO NOT WANT TO PAY THE DUTIES, CAN I REFUSE MY PACKAGE AND HAVE IT “RETURNED TO SENDER” (RTS)?
UPON DELIVERY, YOUR PACKAGE HAS ALREADY ENTERED AND HAS BEEN CLEARED BY YOUR LOCAL GOVERNMENT, AND THEREFORE, THE CUSTOMS DUTIES AND TAXES HAVE BEEN APPLIED. IF YOU CHOOSE TO REFUSE YOUR PACKAGE, YOU WILL STILL BE HELD ACCOUNTABLE FOR YOUR CUSTOMS DUTIES, SALES TAX AND RETURN SHIPPING AND NO REFUND WILL BE APPLICABLE.
CAN I RETURN A PACKAGE WITHOUT PAYING THE DUTIES AND TAXES?
ONCE YOU HAVE RECEIVED THE NOTIFICATION OF YOUR DUTY AND TAXES, YOUR PARCEL HAS ALREADY BEEN CLEARED BY YOUR GOVERNMENT. IF YOU ARE WANTING TO RETURN YOUR PARCEL, YOU, THE BUYER, ARE REQUIRED TO PAY THE DUTIES AND ORGANISE FOR YOUR PARCEL TO BE SENT BACK TO FAITHFULL RETURNS. ONCE YOUR PACKAGE ARRIVES BACK TO FAITHFULL, WE WILL REFUND YOU ONLY THE COST OF YOUR ORDER MINUS INITIAL SHIPPING COST. NOTE WELL – WE CANNOT RECOVER DUTIES AND TAXES FOR YOU – THESE ARE PAYABLE BY YOU, THE BUYER AT ALL TIMES. PLEASE EMAIL SHOP@FAITHFULLTHEBRAND.COM IF YOU HAVE ANY QUESTIONS.
WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?
WE WILL REFUND YOU THE COST OF YOUR ITEMS IN FULL MINUS SHIPPING COST IF WE RECEIVE YOUR RETURN WITHIN OUR RETURN POLICY WINDOW. PLEASE NOTE, OUTSIDE THE US, DUTIES AND TAXES ARE NON-REFUNDABLE THROUGH US. PLEASE NOTE, YOU MAY BE ABLE TO RECOVER THESE FUNDS BY CONTACTING YOUR LOCAL CUSTOMS DIRECTLY.
For all online customer service and product enquiries, please email email@example.com
Item availability & Pre-Orders
If a sold-out item is purchased, you will be notified by email as soon as possible and offered a suitable replacement, a credit note or a full refund.
How do 'pre-orders' work?
Only selected products will be available for Pre-Order seasonally. The expected delivery period will be noted in the description of the product on our online store. Here are our Pre-Order terms -
- At the time you place your order, you will be required to pay the full price to secure your pre-order
- You should expect a delayed period between the purchase of the product & the actual delivery of the product. Delivery dates are subject to change & our customer care team will be in touch should there be any unexpected delays with your order
- Standard return policies apply to all pre-orders
Returns & Refund Policy
We want you to be completely satisfied with your online purchase. If you are unhappy for any reason, we’ll gladly accept a return of an unworn item within 14 business days once purchase is received. Items should be in the original condition, unworn, unwashed or used in anyways and is return in it's original condition, including tags, for a full refund minus original shipping charges and duties paid.
To be applicable for a return please send your items to - TO BE APPLICABLE FOR A RETURN PLEASE SEND YOUR ITEMS TO -
Unit 9, 7-11 Byron St, Coogee, NSW 2034 - Australia
Please note - Returns will be strictly only accepted via Post. We will not accept any returns hand delivered to the above address.
Enclosed in your Faithfull Online Order you will find your Returns Slip. This must be filled in and sent back with your return. Remember to fill in the Returns Slip with your Name, Order Number and the reason for your return.
Customers will be responsible for shipping and handling charges to return any unwanted items. If the package does not reach us safely we will not be able to complete the refund, so it is recommended to use a tracked method for safe delivery.
We will credit your original method of payment minus original shipping charges and duties paid. Once your Return arrives within at the return address please allow 14 business days for your refund to be processed. You will be notified by email once finalised.
Sales Items -
WE WANT YOU TO BE COMPLETELY SATISFIED WITH YOUR PURCHASE, WHICH IS WHY WE WILL GLADLY ACCEPT A RETURN OF ANY UNWORN ITEM PURCHASED VIA DISCOUNT SALE CODE UP TO 50% OFF (EXCEPTION FINAL SALE ITEMS AND DISCOUNT SALE CODES 60% AND OVER) WITHIN 14 BUSINESS DAYS ONCE ITEM IS RECEIVED*
ITEMS SHOULD BE IN THE ORIGINAL CONDITION, UNWORN, UNWASHED OR USED IN ANYWAYS AND RETURNED IN IT'S ORIGINAL CONDITION, INCLUDING TAGS, FOR AN ONLINE STORE CREDIT MINUS ORIGINAL SHIPPING CHARGES.
ONCE RETURNED AND APPROVED, WE WILL PROVIDE A CREDIT NOTE FOR THE COST OF THE ITEM VALID FOR 6 MONTHS.
PLEASE NOTE, ITEMS MARKED AS FINAL SALE AND DISCOUNT SALE CODES 60% AND HIGHER WILL NOT BE ACCEPTED FOR RETURN, EXCHANGE OR CREDIT NOTE.
IF A FINAL SALE ITEM IS SENT BACK TO US FOR A CREDIT NOTE, THIS WILL NOT BE ABLE TO BE PROCESSED. ONCE RECEIVED AT FAITHFULL RETURNS, ANY FINAL SALE RETURN WILL BE AUTOMATICALLY BE SHIPPED BACK TO YOU.
IF YOU HAVE ANY QUESTIONS ABOUT YOUR SALE ITEM OR WANT TO CHECK WHETHER YOUR ORDER QUALIFIES FOR A CREDIT NOTE PLEASE EMAIL SHOP@FAITHFULLTHEBRAND.COM.
Exchange Policy -
We DO NOT offer exchanges, but of course you are welcome to return a full priced item for a refund and re-purchase your preferred item/size once we’ve refunded you.
Faulty Items -
Every product we send out is initially quality controlled, however if you have received a product with a manufacturing fault we will happily replace it or refund the cost as long as it has been returned within 30 days of purchase. Please note that wear and tear in the course of normal use is not considered a manufacturing fault.
If you have received a faulty item please email us at to arrange a Prepaid Return Postage Label. We will replace if stock is available or refund you upon return.
Gift Certificates are automatically emailed to the customer once purchased - issuing a unique code to the email address input at check out.
If a customer partially uses their Gift Certificate in one transaction, the remaining balance will be automatically updated and available via the same code.
Gift Certificates are able to be used at the same time as a Discount Code - IE Flash Sale Code, etc.
If a customer purchases any item using a Gift Certificate but returns this item - a Credit Note will be issued to the full value of the item (minus shipping) and any remaining balance on Gift Certificate.
If a customer loses their Gift Certificate code they must provide the full name of the purchaser, the initial amount purchased and the date purchased/expiry date. Once approved, a Credit Note to the full value of the remaining balance will be issued.