Customer Care

Customer Care 

Shipping Costs 

Australia - FREE express shipping on orders over $150.00 

New Zealand - FREE express shipping on orders over $150.00 

Shipping & Delivery  

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

Holiday Season Delivery Cut-Offs

Place your order online by 23rd December to guarantee delivery before 31st December for New Year.

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.

Import duties & taxes

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.   

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” ? 

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 organize for your parcel to be sent back to FAITHFULL RETURNS. Once your package arrives back to our warehouse, we will refund you only the cost of your order minus initial shipping cost. note well – we can not 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 Australia, duties and taxes are non-refundable through us. You may be able to recover these funds by contacting your local customs directly.

Ordering information

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

We do not ship to freight forwarding companies and any orders placed for these locations will be cancelled.

Item availability

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.

Returns & Refund Policy

We offer a 30 day Return Policy window on all full priced items. Items should be in the original condition, unworn, unwashed or used in anyways and is returned in it’s original condition, including tags and swim liners, for a full refund minus original shipping charges and duties paid.

Any item returned not meeting these conditions will automatically be shipped back to the Customer with no return granted.

Please note, items marked as FINAL SALE and will not be accepted for return, exchange or credit note. 

Please send your returns to the following address –

Faithfull Returns 

Plan A Logistics

Warehouse 2, 9-15 Byrnes Street, Botany, 2019 NSW - Australia

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 –

Items marked as final sale will not be accepted for return, exchange or credit note. 

If a final sale item is sent back to us for a credit note or refund, this will not be able to be processed. Once received at our warehouse, 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 refund/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