Refund policy

 

This Returns Policy applies to all purchases placed online at au.faithfullthebrand.com.

FULL PRICE ITEMS

We want you to be completely satisfied with your online purchase. If you change your mind for any reason, you can return any full priced item within 7 days of the delivery date for a refund or store credit equal to 105% of the returned item’s value. Store credit notes are valid for 12 months from the date of issue.

SALE ITEMS
Sales items that are marked down and not purchased as ‘Final Sale’ can be returned for a refund or store credit equal to 100% of the returned item’s value. Store credit notes are valid for 12 months from the date of issue.

FINAL SALE ITEMS

Items purchased as final sale cannot be returned and are not eligible for refund, store credit or exchange, unless the items are deemed faulty.

STORE CREDIT AND PROMOTIONAL DISCOUNTS

Items purchased using a store credit or a promotional discount code (including our first order offer) are eligible for a return (unless the item was purchased as final sale).

MAKE A RETURN

To return an item, simply follow the steps on our Returns Portal (or go to: au.faithfullthebrand.com/a/return).
Once your return request has been approved, you will receive an email with further instructions on how to send your order back to us.

CONDITIONS OF RETURN

Please ensure your items meet the below conditions of return. Item/s must be:
1. Returned to us within 7 days from the delivery date
2. Returned in their original condition: unworn, unaltered, unused and unwashed
3. Returned with all original tags attached. Please note that all swimwear must be returned with the protective hygiene strip intact and will not be accepted if this strip is removed or altered.

RETURN SHIPPING

Pre-paid Australian Post return labels + a restocking fee is available for a flat rate of $18.

International return costs vary by destination and are outlined in our Shipping Countries list.

The cost will be deducted from the original refund amount at the time of processing.

FAULTY ITEMS

If you have received a faulty item, please email our customer care team at shop@faithfullthebrand.com with a photo or video clearly showing the fault and a brief description. All items will be inspected and assessed by our team. If deemed faulty, we will offer a replacement (if stock is available), store credit note or refund. Items damaged as a result of incorrect garment care or general wear, are not considered to be faulty.

GIFT CARDS

Gift Cards may not be returned or refunded.

PROCESSING TIMES

Please allow up to 3 to 5 business days for your return to be processed by our team.

REFUNDS

Refunds will be processed via the original payment method you 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.

If you have any questions regarding a return or want to check whether your purchase is eligible for a refund or return, please email shop@faithfullthebrand.com.