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FAQs

Faithfull cares about their customers and we want to help you in any way possible. If you can't find the answer you are looking for, feel free to email us - we are always happy to help.

Australia

Free express shipping on orders over $150

For metro areas, please allow 1-2 business days.

For rural areas, please allow 3-5 business days.

New Zealand

Free shipping on orders over $150 - please allow 3-5 days

All orders will be sent via Australia Post from our warehouse in Sydney, Australia. Orders placed before 12pm AEST Monday – Friday (Sydney, Australia) will be shipped out the next day. Once your parcel has been shipped you will be sent email confirmation with tracking information. Purchases made on weekends and public holidays will be processed the following business day. Orders will be delivered between 8am – 6pm Monday to Friday. 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. Please note that once your order is on its way, we are unable to change the shipping address.

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.

Paypal

PayPal express feature is available to speed through the checkout.

Store-Credit and 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. The limits for duty-free packages are established by your local customs authorities. Duties and taxes are the responsibility of the customer and we recommend you please check your local customs website for estimated costs. FAITHFULL THE BRAND reserves the right to deduct any return costs incurred from the total return amount for orders that are refused at customs should duties and taxes be unpaid.

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

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 before placing your order. If you have any urgent changes please contact our customer service on shop@faithfullthebrand.com. We pack and ship orders daily so cannot guarantee your requests can be made.

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.

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 Sydney, Australia for a full refund of the item's value within 30 days of receipt.

Please send your return item/s to the following address: Plan A Logistics Warehouse 2 att: FAITHFULL RETURNS, 9-15 Byrnes St, Botany, 2019 NSW - Australia

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 and swim slips intact. Gift Cards may not be returned. Items marked as final sale will not be accepted for a return, exchange or credit note.

Store-credit notes are valid for 12 months from the date of issue.

Please note that original shipping charges are non-refundable and charges for returned items are the responsibility of the customer. FAITHFULL THE BRAND takes 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.

If you have received a faulty item please email us to arrange a prepaid return postage label. We will replace the faulty item if stock is available or refund upon return.

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

If you want to exchange any items, you’ll simply need to place a new order for those items. We suggest letting us know if you are planning to order a new size or colourw when you contact us regarding your return so we can provide you as smooth a process as possible with your new order.

Gift Certificates are automatically email to the customer once purchase - issuing an unique code to the email address to 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 can be used at the same as a discount code (ie.Flash Sale Code etc). If a customer purchases any items using a gift certificate but returns this item a credit note will be issued the full value of the item (minus shipping). If the customer loose their gift certificate code they must provide the full name of the purchase, the initial amount purchased and the date purchased & expiry date. Gift certificates are valid for 12 months from date of purchase.