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Shipping & Returns
RETURNS
To return an item, simply follow the steps on our Returns Portal.
Once the request has been approved, a confirmation email will provide details on how to process the return.
Return Conditions
Returns must meet the following criteria for approval.
All items must be processed via the FAITHFULL Returns Portal within 14 days of the delivery date and returned in their original condition (unworn, unaltered, unused and unwashed) with the tags attached. Any returns with signs of tag tampering will not be accepted. All swimwear must be tried on over underwear and returned with the protective hygiene strip intact. Any swimwear returns with signs of removal or alteration of protective hygiene strip will not be accepted.
Returns in unsellable conditions (which include, but are not limited to, deodorant stains, pet hair, missing tags, and odor/fragrance) are subject to rejection upon processing. FAITHFULL monitors returns to identify potential misuse or abuse of our return policies. We reserve the right to refuse service to anyone. Returns received that do not satisfy our return policy are subject to return shipping charges.
RETURN POLICIES
This policy applies to all purchases placed online at au.faithfullthebrand.com.
Full Price Items
Change of mind returns are accepted on any full price purchase with the option of either:
(a) a full refund, minus shipping fees if applicable; or
(b)a store credit equal to 110% of the item’s value.
Store credit notes are valid for 12 months from the date of issue.
Sale Items
Sale items reduced from their original full price and not marked as ‘Final Sale’ are accepted for returns with either:
(a) a full refund, minus shipping fees if applicable; or
(b) store credit equal to 110% of the item’s value.
Store credit notes are valid for 12 months from the date of issue.
Final Sale Items
Items marked ‘Final Sale’ are final and cannot be returned or exchanged. Should the item be deemed faulty a replacement item will be offered. Should the replacement item be unavailable, a store credit equal to 100% of the item’s sale value will be offered. Store credit notes are valid for 12 months from the date of issue.
Exchanges
We now offer Instant Exchanges which allows you to order your exchanged item instantly, without waiting for your return to arrive at our warehouse.
Free exchanges are available to our Australian customer only. If the item is exchanged for a product of lower value once the original item has been received back and a new order created the balance will be applied back to your original method of payment. Please allow for 7 - 10 days for your exchange to be processed.
Raise your instant exchange via our Returns Portal within 14 days of delivery of your original order. You will receive an order confirmation with your new exchange item details. A temporary hold for the cost of the new product will be placed on your card. If the return is not completed within the 14 day return window, the total fee will be charged to your card.
We do not currently offer exchanges internationally however, you are able to return your items (subject to meeting our returns criteria) and purchase again via our website.
Store Credit and Promotional Discounts
Items purchased using a store credit or promotional discount, including the WELCOME offer are eligible for returns should they meet the above criteria. A refund of the amount paid is available excluding the discount applied. No re-issue of promotional discounts will be offered on refunds. Promotional discount can be applied to exchanges. Store credit notes are valid for 12 months from the date of issue.
Faulty Items
In the event an item is faulty, please contact the customer care team at shop@faithfullthebrand.com with an image and/or video clearly revealing the issue, along with a short description. Once approved by the customer care team, a replacement item will be offered. Should the replacement item be unavailable, a store credit equal to 100% of the item’s value will be offered. Store credit notes are valid for 12 months from the date of issue.
Return Shipping on Australian Orders
Pre-paid Australian Post return labels are available for a flat rate of $14.95. The cost will be deducted from the original refund amount at the time of processing.
We offer free returns for exchanges only.
Return Shipping on International Orders
Pre-paid return labels are available for a flat rate. Please refer to our shipping page for return rate by region here.
We do not offer exchanges for international orders.