The most Frequently Asked Questions are all answered here. 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 our Customer Care team at firstname.lastname@example.org. We are always happy to help.
You are currently on our Australian website which currently ships to Australia, New Zealand and Indonesia only.
For customers located in the United States or Canada, please visit your local site at faithfullthebrand.com.
Once your order has been confirmed and accepted by us, our dispatch team endeavors to process it as quickly as possible so it is ready for dispatch within 1 to 2 business days. Any orders placed on weekends and public holidays will be processed the following business day. Please allow an additional 3 to 4 business days for order processing during sale periods, due to higher than normal volumes of orders.WHEN WILL MY ORDER BE DISPATCHED?
The dispatch date of your order will depend on the order processing time. Our dispatch team endeavors to process all orders as quickly as possible. We aim to dispatch all orders within 1 to 2 business days of purchase from our warehouse in Sydney, Australia. During sale periods, please allow an additional 3 to 4 business days for your order to be dispatched due to higher than normal volumes of orders.MY ORDER HAS BEEN SHIPPED. WHEN WILL IT ARRIVE?
Once your order has been shipped by our dispatch team, the delivery timeframe will vary depending on the shipping method selected at checkout, the shipping carrier used and your location from our warehouse in Sydney. Please note that delivery timeframes are in addition to processing times.
Standard Delivery - Please allow 2 to 8 business days after processing to receive your order, pending on if you are located in the metro or non-metro area.
Express Delivery - Please allow 1 to 4 business days after processing to receive your order, pending on if you are located in the metro or non-metro area.
New Zealand Delivery
Standard - Please allow 2-8 business days after processing for you to receive your order once shipped.
Delivery Delays: We recommend that you regularly check the websites of our shipping partners to take notice of any delays that are being experienced within their network. If you have any question about receiving your order, please contact our customer care team at email@example.comDO YOU OFFER SAME DAY DELIVERY?
No, we currently do not offer same day delivery. If you would like to receive your order as soon as possible, we recommend selecting the express shipping option at checkout.I ENTERED THE WRONG ADDRESS ON MY ORDER. HOW CAN I UPDATE IT?
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.HOW CAN I TRACK MY ORDER?
Once your order has been shipped, you will be sent an email confirmation containing a tracking number and link. Please allow up to 48 hours for updates to appear on the tracking page after the notification.WHAT SHIPPING CARRIERS DO YOU USE?
We currently partner with Australia Post for all deliveries.
Please ensure your item/s are eligible to be returned and meet our conditions of return. Items must be returned in their original condition, with all original tags and hygiene stickers still attached and within 21 days of the purchase date. Items purchased as ‘Final Sale’ cannot be returned. Read our full Returns Policy.HOW DO I SUBMIT A RETURN REQUEST?
To return your item/s, please read our Returns Policy to check your item/s are eligible for a return. If your item/s meet the conditions of return, you can submit a returns request via our Online Returns Portal.WHEN WILL MY RETURN BE PROCESSED?
Returns may take up to 3 to 5 business days from the date of delivery to be assessed and processed by us. Once your return or refund has been processed, you will receive a notification via email.WHEN WILL I RECEIVE MY REFUND?
If your returned item/s are eligible for a refund, please allow up to 7 to 10 business days from the date of delivery for the returned item/s to be assessed and processed by us. Refunds will be processed via the original payment method 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.CAN I EXCHANGE AN ITEM?
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.WHO COVERS THE COST OF RETURN?
Customers will be responsible for any shipping and handling charges to return any unwanted items. We currently do not provide prepaid return labels, so you will need to organise this with your local courier.CAN I RETURN A SALE ITEM?
Full priced items purchased using a store credit or a promotional discount code are eligible for a return. Items purchased as ‘Final Sale’ cannot be returned and are not eligible for refund, store credit or exchange, unless the items are deemed faulty. Please see our Returns Policy.CAN I RETURN AN ITEM PURCHASED FROM A STOCKIST?
We do not accept returns for items purchased through one of our stockists. Please contact the retailer directly or visit their website for their full returns policy.
Unfortunately, we are not able to change your order once it is placed. Please choose your items carefully and ensure all shipping information is full and correct before placing your order. If you need assistance with an order error please contact our customer care team at firstname.lastname@example.org as soon as possible.CAN I CANCEL AN ORDER AFTER IT HAS BEEN PLACED?
If you are wanting to cancel an order, please contact our customer service team at email@example.com as soon as possible after it has been placed. Our warehouse team processes and ships orders out daily and we cannot guarantee that the request can be made.I HAVE RECEIVED A FAULTY ITEM.
Every product we send out is initially quality controlled, however if you have received a product with a manufacturing fault Faithfull the Brand will replace the item or refund the cost as long as it has been returned to us within 30 days of the purchase date. Please contact our customer care team as soon as possible after receiving your order so we can guide you through the next steps and returns process. Please provide our team with photos clearly showing the defect or fault and a brief description for a preliminary assessment. Read our Faulty Items Return Policy.I HAVE RECEIVED INCORRECT OR MISSING ITEMS FROM MY ORDER.
If you are missing items from your order or have received incorrect items, please contact our customer care team as soon as possible after receiving your order at firstname.lastname@example.org. You will need to provide your order number, name and details of the missing or incorrect item/s. Our team will look into the issue as quickly as possible.I HAVE BEEN NOTIFIED THAT AN ITEM IS NOW OUT OF STOCK AFTER PLACING MY ORDER. WHY IS THIS?
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.I HAVE PLACED MY ORDER BUT I FORGOT TO ADD A DISCOUNT CODE OR GIFT CERTIFICATE. CAN YOU APPLY IT TO MY ORDER NOW?
If you placed your order during the promotional period but forgot to apply the discount code at checkout, please contact our customer care team at email@example.com with your order number and the discount code you forgot to apply. Our team will check whether your order and purchased items meet the terms and conditions of the sale or promotion.WILL I BE CHARGED IMPORT DUTIES AND TAXES ON MY ORDER?
For customers located outside of Australia, international deliveries 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.I RECEIVED A REQUEST TO VERIFY MY IDENTITY FOR MY ORDER. WHY IS THIS?
For the protection of our customers, Faithfull the Brand conducts ID verification checks on online orders at random. If your order is selected, our team will contact you directly to request further information for identity verification, which may include photo identification.
You do not need to be logged into a customer account to place an online order. However, if you wish to create an account with us, you are welcome to register here.DOES ADDING AN ITEM TO MY CART RESERVE THE ITEM?
Unfortunately, adding an item to your cart does not mean they are reserved. If an item has sold out after it has been added to your cart, you will see a message at checkout about the item unavailability.THE ITEM I WANTED TO PURCHASE IS NOW OUT OF STOCK.
If you have missed out on an item and it is listed as ‘sold out’, you can sign up to receive an email notification when the item is back in stock. On the product page, simply select your desired size and click the ‘Notify When Available’ button to sign up.
We accept payment by Visa, MasterCard, American Express, PayPal, AfterPay, Klarna and Faithfull the Brand Gift Cards and store credit.HOW DOES KLARNA WORK?
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.HOW DOES AFTERPAY WORK?
Afterpay is an interest-free payment plan option where you can buy now and pay for your purchase in 4 equal fortnightly instalments. The funds for the first payment will need to be available on your card at the time of purchase.WHAT CURRENCY IS USED ONLINE?
You are currently on our Australian based website. All payments made on au.faithfullthebrand.com are charged in Australian Dollars (AUD) currency.
We care deeply about our people and our planet, so we’re continually investing our time and resources in doing better and being greater. To find out more about our sustainability practices and about our products, visit the following pages:
1. Our B Corp Certification
2. Our Products and Certified Materials
3. Our Commitments
To help you find the best size, product measurements of each style can be found on each product page. All of our garments are measured in centimetres and are of the garment laid flat. For general information on product sizing and size conversion, read our Size and Fit Guide. If you would like further advice on sizing, please contact our team at firstname.lastname@example.org.HOW DO I CARE FOR MY GARMENT?
Our garments are hand-made, hand-dyed and hand-printed in Bali, Indonesia. Due to this hand-made process each piece is unique and there can be slight irregularities in the print and colour of the garment.
To extend the longevity of your Faithfull the Brand piece whilst caring for the environment please follow these instructions: Hand-wash in cold water or use lower temperature washes and delicate spin cycles. Avoid bleach and use environmentally friendly detergents. Avoid tumble dry and hang dry where possible. This saves electricity and avoids fibre degradation. Cool iron when needed.
These care processes are more gentle on the garments and help to protect the colour, shape and structure of the fabric whilst reducing the amount of energy used. Each piece will have specific care instructions found on the label inside the garment. Please ensure these are carefully followed.
To apply a promotional or discount code to your order, enter the code in the ‘Gift Card or Discount Code’ field at checkout and click apply. The discount will be applied on eligible items only. To find out what products are eligible for a sale or discount, see our Terms and Conditions.I MISSED OUT ON SHOPPING DURING THE SALE. CAN YOU HONOUR THE SALE PRICE?
Unfortunately, we are unable to apply a promotional discount or sale price after the sale period has ended. Please read the promotional terms and conditions carefully to be aware of the start and finish dates of the offer.CAN I RETURN A SALE ITEM?
Full priced items purchased using a store credit or a promotional discount code are eligible for a return. Items purchased as ‘Final Sale’ cannot be returned and are not eligible for refund, store credit or exchange, unless the items are deemed faulty. Please see our Returns Policy.
Faithfull the Brand 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 purchased through au.faithfullthebrand.com may only be redeemed on this website. If you are having any issues redeeming your gift card, please contact our customer care team email@example.com. Purchase Faithfull the Brand Digital Gift Cards here.HOW LONG IS MY GIFT CARD VALID FOR?
There is a strictly no refund or return policy for Gift Cards. Read our Returns Policy here.DO YOU OFFER PHYSICAL GIFT CARDS?
Unfortunately, we do not offer physical Gift Cards at this time.
To find the closest stockist near you, please use our Stockist Locator.WHERE CAN I VISIT A FAITHFULL THE BRAND STORE?
We currently do not operate any physical stores. To find the closest stockist near you, please use our Stockist Locator.HOW DO I CONTACT SOMEONE FOR AN INFLUENCER COLLABORATION?
For all collaboration enquiries, please email our team at firstname.lastname@example.org.I HAVE SENT AN ENQUIRY. WHEN WILL I RECEIVE A REPLY FROM CUSTOMER SERVICE?
Our customer service team operates during business hours on Monday to Friday from 9am to 5:00pm AEST. If you have submitted an enquiry or sent an email, please allow up 2 to 3 business days to receive a response from our team.