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CURRENT COVID-19 DELAYS

Due to the current COVID-19 outbreak we are currently experiencing delays due to limited staff availability and increased volume of orders and enquiries during the holiday period and public holidays. We are working as fast as possible to get your orders out to you and respond to all enquires and returns, please be patient and kind during this unprecedented time.

Enquiry Respond Time Delay
Due to the increased volume of online enquires please allow an extra 2 business days to receive a reply on top of our normal 24-48hrs respond time.

Returns and Refunds Delay
Due to limited staff please allow 2 weeks for your return to be processed once it has been received back to our warehouse.

SALE FAQS

SHIPPING TIMES DURING SALE PERIODS

Please allow up to 5 business days for orders to be dispatched. You will receive shipping updates and tracking via email as soon as your order is shipped.

Our warehouse will be working overtime to ship out an increased volume of orders during sale periods so please keep this in mind when placing an order as we are unable to make any changes once your order has been finalised.

SALE ITEM RETURNS

Items purchased on sale can only be returned for a store credit, no refunds available. A $10 fee will be deducted to cover return shipping costs.

All sale item returns must be lodged by emailing customerservice@afends.com. Unfortunately we are unable to process sale returns via our online returns portal.

If you need to return full priced and sale items together, please contact customer service directly so they can lodge your return for you. 

Due to the increased volume, please allow up to 5 business days for your sale returns to be processed once received back to our warehouse.

PLEASE NOTE: we do not accept returns on underwear & intimates. All products must be returned following our regular returns conditions (unworn, unwashed, all tags still attached and in original packaging). 

SALE ITEM EXCHANGES

While we do offer the ability to return your item if you are unhappy with it, unfortunately, we are unable to reserve stock and offer a direct exchange for any online purchases. This is due to our high turnover of stock and item availability; therefore we cannot guarantee your item will be in stock by the time we receive your return, and we will instead issue you a store credit.

Unfortunately if you choose to return an item purchased during a flash sale, we are unable to offer the same discounted sale price if you are looking to exchange your item for a different size once the sale has finished.

DISCOUNT CODES DURING SALE PERIODS

Discount codes are not valid on already marked down items online and during flash sale periods. This includes discount codes for first time purchases when you sign up to our mailing list.

EXTENDED RETURN PERIOD FOR CHRISTMAS

We know sometimes picking the right size for christmas gifts can be hard! To help you out, we have extended our returns period to 45 days. Returns must be lodged via our online returns portal within 45 days and must comply with our regular returns conditions. Full priced items will be valid for a refund or store credit, sale items available for a store credit only.

Please note: orders must have been placed between 22nd November - 23rd December to be valid for 45 day return period, any orders placed after this date or purchased during a flash sale won’t be included.

What payment methods do you accept?

We accept payment via Credit Card, Paypal, Afterpay, Klarna and zipPay.

Can discount codes be used on sale products or during promotional periods?

Discount codes are not valid on already reduced items and during sale periods.

Can I apply my 15% discount code after my order is processed?

If your 15% off discount does not apply at checkout, or if you forget to apply it- unfortunately we are unable to rectify this once the order has been placed. This includes adding the code once the order is lodged, or refunding for the amount of the discount. If you are having trouble with your discount code, please email one of our friendly lords at customerservice@afends.com with the issue (before checkout) and they will help you out!

What are your shipping costs and delivery times?

 

Destination Cost Delivery Time
Australia

FREE orders over $80 AUD

$10 orders under $80 AUD

1-2 business days

New Zealand

FREE orders over $100NZD 

$15 orders under $100NZD

2-3 business days
Singapore

FREE orders over $150 SGD

$20 orders under $150 SGD

3-5 business days

Hong Kong

FREE orders over $900 HKD

$20 orders under $900 HKD

3-5 business days
Israel

FREE orders over $150 AUD

$40 orders under $150 AUD

3-5 business days

Rest of the World*

FREE orders over $150 AUD

$20 orders under $150 AUD

12 business days


*Unfortunately we are unable to deliver to Latvia, Lithuania, Russia, Indonesia, Dutch Caribbean, French Caribbean, Réunion, Guam or Channel Islands. 


Orders received before 12pm will be shipped on the same day.
Please allow up to 1 week to dispatch during busy sale periods.

How do I track my package?

You will receive a shipping confirmation from us when your order has been dispatched from our warehouse, and a second email with your Tracking Number once the package has been processed with the Courier Company.
If you have received notification from the courier company that your order has been delivered but you have not received it, we recommend first calling them directly to investigate further.

Do I have to pay duty charges or import tax on international orders?

Please be aware of any fees your local customs office may charge before placing your order. As the payment and knowledge of taxes/duties that may apply to your purchase are your responsibility and Afends cannot be held responsible for any charges.

If you choose not to pay duties on import and your parcel is returned to us, you will not be issued with a refund when the parcel is received – You will be issued with a credit note for the value of the products purchased only, less any shipping paid and an additional $10 will be deducted to cover return shipping costs.

Can I return an item?

Please see our Returns page.

Have you received my return?

Although our orders go out quickly, it can take up to 14 days for returns to arrive at our warehouse depending on the service you use.
Once we have received your return, we will process it within two business days. You will be notified via email when your return has been received and your store credit or refund has been issued. Please note; we receive many returns each week, so be sure to keep your tracking- without this we have no way of seeing if a parcel has reached our warehouse until it is processed. If you can see your return has been delivered and not processed, please email customerservice@afends.com with your tracking number so we can look into it further.

Please note our business hours are Monday to Friday, 9AM-5PM AEDT.

Can I return an item I purchased online in one of your concept stores?

Items purchased through our online store can only be returned through our online store.
Orders placed online cannot be exchanged or refunded in any of our concept stores.

Can I return an item I purchased in one of the concept stores online?

If you purchased an item in any of our concept stores and wish to return it, please contact the store directly.
You can find our stores contact details here.

Can I return an item I purchased through one of your retailers to you directly?

If you wish to return an Afends item that you purchased through one of our retailers, please contact them directly.
We do not accept returns on items that were not purchased through our online or concept stores.

Do you restock items that have sold out?

While our core range of premium classics are restocked each season, Afends is constantly evolving. We are always looking for new ways to improve sustainability and quality, therefore no two seasons are the same.

However, signing up to our restock notification helps us know what particular styles you are loving. Select the size of the sold-out size of the product you are after, enter your email and you will be the first to know if and when it comes back into stock. 

The best way to keep up to date with all our new styles is to join our mailing list - you can do so at the bottom of this page and score 15% off your first order!

Where are your products made?

Our products are designed and produced in Byron Bay, Australia and manufactured by our mates in China.
We visit our factories four times PLUS a year to make sure the working environment is suitable and safe for all the factory workers and that the quality is to standards.

You can read more about our factories here.

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