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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

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

FREE EXPRESS SHIPPING ON ORDERS OVER $300

Express Shipping on orders under $300 - $15. Please allow 1-4 business days pending if you are located in metro or non metro areas.

New Zealand

FREE STANDARD SHIPPING ON ORDERS OVER $150

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

All orders are shipped out within 1-2 Business Days of purchase from from our warehouse in Botany, Sydney. Shipping timeframes are in addition to our processing times. Orders will be delivered between 8am-6pm Monday to Friday

CHOICE OF COURIER

All orders are shipped with AUS POST.

TRACKING YOUR ORDER

Once your parcel has been shipped you will be sent email confirmation with tracking information.

POSSIBLE DELAYS

Purchases made on weekends and public holidays will be processed the following business day. Please note during sale periods, processing times can extend to 3-4 business days due to high volumes of orders.

SIGNAGE FOR DELIVERY

Please ensure that someone is available at your delivery address as a signature will be requested upon delivery. If an authorised person is not able to sign for your delivery the driver will leave a card and the delivery will be returned to the nearest collection centre for you to collect.

All payments are 100% secure and all information exchanged in order to process the payment is encrypted by SSL.

CREDIT CARDS

We accept Visa, MasterCard and American Express. 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 alternative.

PAY PAL

PayPal express feature is available to speed through the checkout.

STORE CREDIT & GIFT CERTIFICATES

You can also use store-credit or a gift certificate. Each gift certificate and store-credit carries an individual code you can easily enter when completing the checkout. They both expire after 12 months and may be combined with promotions.

AFTERPAY (AUSTRALIAN CUSTOMERS ONLY)

Afterpay is an interest free payment plan option where you can spend up to $1,000. The funds for the first payment will need to be available on your card at the time of purchase. Note that orders purchased with Afterpay and returned are only entitled to an exchange or store credit. No refunds can be processed for Afterpay orders.

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.

From 01 July we are registered in the state of California to collect Sales Tax. As our sales increase in each state we are legally obliged to collect and pay Sales Tax in your State. We will let you know at the time of check out what taxes have been applied to your state.

MODIFYING OR CANCELLING AN ORDER

Unfortunately, we are not able to change or cancel an order once placed. Please make sure you choose your items carefully and add the correct shipping information before placing your order. If you have any urgent changes please contact our customer service at shope@faithfullthebrand.com. We pack and ship orders daily so cannot guarantee your requests can be made.

WRONG SHIPPING ADDRESS

If you have inputted an incorrect shipping address on your order, please contact us ASAP. Please note that once your order is on its way, we are unable to change the shipping address. We advise to reach out to Aus Post directly as they may be able to redirect your parcel. Orders returned due to an invalid address may be reshipped at your expense. After an order has been delivered to the correct shipping address, we cannot be held responsible for lost of stolen packages.

ORDER NOT DELIVERED

In the event that your order is not delivered, missing or lost, please reach out to our customer care. Please also get in contact directly with Aus Post 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 us all correspondence you have had with the courier so that we can investigate on our end. Once the package has been concluded as lost by the courier, we can issue you a replacement, store credit or refund.

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

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.

FULL PRICE ITEMS

We want you to be completely satisfied with your online purchase. If you change your mind for any reason you can simply return your item(s) to our warehouse in Botany, Sydney for a full refund or store credit of the item's value within 30 days of receipt. Store credit notes are valid for 12 months from the date of issue.

FINAL SALE ITEMS

For any items purchased as final sale, these styles are not eligible to be returned for a refund, store credit or exchange, unless the items are deemed faulty.

MAKE A RETURN

To make a return, simply follow the steps on our returns portal - https://au.faithfullthebrand.com/a/returns
Once your return has been approved, you wil receive an email with further instructions on how to send your order back to us

RETURNING CONDITION

Item/s must be returned within 30 days of receiving your purchase together with original proof of purchase. Item/s must be returned in original condition, unworn, unaltered, unwashed and with their tags attached. All swimwear must be returned with the protective hygiene strip intact and will not be accepted if altered.

GIFT CARDS

Gift Cards may not be returned.

RETURN SHIPPING

Customers will be responsible for 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.

PROMOTIONAL DISCOUNTS

Orders purchased with a promotional code or store credit which discounts the order (including our welcome 15% offer) are eligible to be returned.

FAULTY ITEMS

If you have received a faulty item please email us a photo or video to shop@faithfullthebrand.com, so that we can assess the fault. If deemed faulty, we will replace the faulty item if stock is available, provide a credit note or refund.Items damaged as a result of incorrect garment care or general wear, are not considered to be faulty.

If you have any questions regarding a return or want to check whether your order qualifies for a refund/return please email shop@faithfullthebrand.com.

We do not offer exchanges, however you are welcome to return a full priced item for a refund and re-purchase a new order for your correct size.

HOW TO REDEEM

Gift Certificates are automatically emailed to you once purchased - issuing a unique code to the email address to input at check out. If you partially use the gift certificate in one transaction, the remaining balance will be automatically updated and available via the same code.
Gift Certificates can be used at the same as a discount code (ie.Flash Sale Code etc).

EXPIRY

Gift certificates are valid for 12 months from date of purchase.

RETURNING ITEMS PURCHASED USING A GIFT CARD

If you purchased any items using a gift certificate but return this item, the refund will be credited back to the gift card of the full value of the item (minus shipping).

LOST GIFT CARD

If you loose your gift certificate code you must provide the full name on the purchase, the initial amount purchased, the date purchased & expiry date.