*Terms & Conditions at bottom of page :)
Need to return an item or items from your order? No worries!
1. You can send back any items within 100 days of ordering for a refund of the item cost or for store credit to order another style/size (just make sure the item/s you are sending back meet our return requirements or we sadly will not be able to process the return).
2. To start the return process, submit a return request by filling out the online contact form on the bottom of this page (if the form does not work for any reason, you can send through an email with all the info to the girls at firstname.lastname@example.org). Alternatively you can use our contact button on the bottom right of the screen.
3. Once the request has been received by our team, we will send through the return address along with the returns form for you to fill out and send to us with your items (any items sent back without the returns form will not be processed).
4. Once we receive your return items and returns form, it will be processed by our team and your items will either be refunded or a gift card will be issued to your email address depending on what your return request is.
When submitting a return you can choose from the 2 options below...
1. Store Credit:
Store credit will be issued to the value of the returned
item/s PLUS you will receive a BONUS $10 extra added
to your store credit. Store credit never expires and can be
used on any item store wide including sale items.
Store credit can also be fast tracked!
Read below on how to receive your store credit faster!
Refunds will be issued to the value of the item/s returned.
Shipping costs are not refunded.
Now you can fast track your store credit!
To do so, you need
1. to send through photos of the items you are returning and a
photo of the returns form lled out and signed
(must be clear enough for us to read)
2. You will also need to send us the shipping information for
your return. So the postal company you have sent it with and
the tracking number
3. Our team will contact the courier company and as soon as
the trackin info has been updated as received into the system,
we will e able to issue you the store credit.
No need to wait until we receive the parcel
Store credit is issued via email. The email will contain a
gift card code which you simply use at checkout. Gift cards
never expire and can be used on any item and used for
shipping costs. We are always launching new styles and
accesories so you are welsome to keep you gift card to use on
Refunds cannot be fast tracked due to rare cases of fraud.
As soon as we receive the item and returns form and inspect
that it meets our return requirements you will be refunded
back into the same payment method in which the original
order was placed (e.g PayPal, mastercard etc) Shipping costs
are not refunded as shipping services have already been
carried out and costs are paid to the shipping carriers.
Refunds: If you have chosen to receive a refund on your returns form, a refund will be made for the value that has been paid for the item/s. If you have used any discounts when placing your order they will be deducted accordingly from your refund. Please note that when refunds are issued, funds are refunded back to the method of payment in which the original order was made eg. PayPal, visa etc. Please allow a couple of days for funds to appear in your account.
Store Credit: If you have chosen to exchange your returned item/s, a gift card will be issued to you via email (the one used when placing your order) for your to re-order your new size/style. Gift cards are issued for the full value of the item, even if a discount code was used when placing the order.
HOT TIP: We recommend to purchase a couple of sizes in the same style to try on in your first order, you can then send back the items that don't fit for a FULL refund of the items. This saves on paying for shipping of your new exchange sizes to be sent out to you!
All returned items MUST meet the requirements below:
- All tags are still attached
- Items are in their original bag with the CORRECT barcode
- NO perfume/makeup/tan/lotions are on the item/s
- Item/s have not been washed or wet
- Have a returns form attached and filled out correctly with return
- Return has been requested and approved by our team before sending
If your return does not meet all of these requirements, it will not be processed by our team so please make sure you tick all the boxes ;)
Some more important info...
All customer returns MUST be submitted using the steps indicated above. Your request will then be accepted/denied based on the reasons for return/ time frame since receiving item etc. Any items sent to our warehouse without an accepted returns request or with the swing-tag removed will not be processed.
If you would like to submit a return that is outside the time frame specified in our returns policy, please specify the reasons why in the form above.
Customers are responsible for shipping costs when sending their returns to our warehouse. Make sure you chat to your local post office about the best and most cost effective shipping method. Items do not need to have full tracking, however you MUST send us through a photo of the parcel and shipping receipt and shipping receipt number. Ask your post office to provide you with this.
Tips for getting the most cost effective return shipping:
If you are returning an item to our warehouse for an exchange, there are a few tips we recommend to ensure you don't pay too much on the shipping costs:
Most packages are calculated for shipping cost based on either: Dead weight or cubic weight
Dead weight is the actual amount in KGs or Lbs that an item weighs
Cubic weight is basically the amount of space that an item takes up
But the majority of companies will actually charge on the greater of the two, so it's important to package your items correctly to avoid paying too much
Example: Even if you have a really small/light item but package it in a large box, you will be usually be charged at the greater of the two measurements, which can become very costly if you don't package your items correctly.
Basically the best method, is to ship your returns in as small a package as you can easily fit your items in (without damaging them of course).
We recommend re-using the postage bag that you received your items in from our warehouse. You can turn the postage bag inside out and use this to send your returns/exchanges back to us in, just be sure to secure the bag with plenty of tape so nothing comes loose :)
By re-using the postage bag from our warehouse, you can be sure you will be packing your items at the smallest cubic weight you can without damaging them.
If you had a big order and are only returning one or two items however, it will obviously be best to get a smaller satchel/bag from the post office to return your goodies in.
Note: We are currently working on a more permanent solution to give our customers all over the world access to the most cost effective return shipping method based on their location and available shipping carriers
The time frame in which it will take for your return parcel to arrive to us will depend on the shipping method that you have chosen to send your return items with. Make sure you ask your local post office for an estimated shipping time for the shipping method you select. Also, take a photo of the shipping/tracking number and receipt to send to our returns team, this will make for a very smooth returns process :) Once your return has been received and processed, an email with your store credit coupon will be sent to the email that you have provided in your customer account.
If you have any additional questions, you can always email us at email@example.com
Terms & Conditions:
- You can return any (non SALE) item, within 100 days of receiving your order (this does not include postage time). If you are looking at returning an item outside of the 100 day period of receiving your item you must first contact us using the contact form above regarding your return. We will use our discretion to approve/deny any returns outside of the 100 day period.
- Items that are purchased as part of a promo (e.g buy one get one free) can only be exchanged and are not eligible for a full cash refund
- If you would like to exchange an item you just received but will be delayed in posting it back to us, that is ok, you are still able to start a return request before the 100 day period by following the steps above and contacting a customer service rep about your return and inform them of the possible delay.
- If you would like to exchange an item for a different size or colour it must first be returned. It will be then processed as store credit which you can use for a future order.
- If you are returning an item to us, you have the option of returning for a full refund (minus shipping costs) or store credit for the full value of the order + a bonus $10. Please specify which option you would prefer in the returns form. If you are exchanging your item for a different size, we recommend choosing store credit as this will make your exchange order much quicker.
- Your item must be received at our warehouse in original condition as specified in the returns form before your refund/store credit will be issued.
- Store credit will be sent by email once we've received and processed your return. The specified email will be the one that was provided on your order information.
- Refunds will be sent to the payment method you used to make the purchase on our website. If you purchased with Paypal, the return is usually instantaneous, however if you purchased with a credit card, it may take a couple of days for your bank to process the return amount.
- We try our best to accept all returns, but returns MUST be returned in their original packaging, odorless and with all tags attached. In the unlikely event that an exchange item is returned to us in an unsuitable condition, we will not return store credit for the item. All goods will be inspected on return and then processed.
- The goods are your responsibility until they reach our warehouse, so make sure it's packed and addressed properly. Items lost or damaged on the way back to our warehouse are not our responsibility. Ensure you use a postal service that insures you for the value of the items you are returning in the event it is lost in transit
- We are not responsible for any items that are returned to us by mistake.
- All customers sending back returns are responsible for the shipping costs to post it to our warehouse. You are able to use the cheapest shipping option as long as the shipping can be tracked. The store credit/refund is only issued for the items, not for the shipping costs
- Any returns NOT containing our RETURNS FORM will NOT be processed.
- If you are unable to provide the returns form with your return, you must contact us prior to sending your item at: firstname.lastname@example.org to arrange an alternative solution
- There are NO returns/exchanges on any SALE items