We want you to be 100% happy with your purchase from us. If for any reason you are unsatisfied with your item, we will happily issue a refund or store credit for full priced items returned within 14 days of purchase date. Outside of this time & within 30 days, you will only be eligible for an online store credit for the value of returned items. Sale items are only eligible for a store credit within 30 days of purchase date.
Unfortunately, we are unable to offer exchanges for any items purchased online due to a high turnover of stock and item availability.
Please note: we are unable to make any changes or cancellations to orders once they have been placed, if you are unhappy when you receive the items you can lodge your return through our online portal to get your item/s back to us!
All returned items must be in their original condition - unworn, unwashed and unused. All tags must be attached with packaging in its original condition.
Please note, we are unable to accept returns for goods purchased from any of our concept stores or retailers. Only purchases made online are able to be lodged for return.
HOW TO REQUEST A RETURN
Please click the online returns portal link below and complete the form to ensure we can process your request as quickly as possible.
Please enter your order number as it shows in your email, with the AUS at the beginning. Please note; if you have multiple items to return from the same order, they must all be lodged. Items sent back without being included in the return will not be processed. If you have items to return from different order numbers, these must be lodged seperately. We charge a flat rate of $10AUD for our return labels.
If you experience any issues with your returns, please contact customer service at customerservice@afends.com
If you have issues with our portal and email us regarding this, Customer Service will then email you a Return Authorisation (RA) Notification. Please note goods will not be processed and cannot be shipped back to us without an approved RA number. If your return is lodged through the portal, you will not require a return authorisation form.
When returning items to our online team, you are responsible for the cost of the return unless the item is faulty. It is also your responsibility to ensure the goods reach our premises as we cannot be responsible until they reach us. We recommend using a tracked method of postage to ensure your return arrives to us safely.
WHEN WILL MY RETURN BE PROCESSED?
Please allow 3 business days from the time we receive your order back at our warehouse for your return to be processed.
We will notify you via email once your return has been processed.
Although our orders go out quickly, it can take up to 14 days for returns to arrive at our warehouse depending on the postage service you use.
Return postage costs are the responsibility of the customer (unless the item is faulty). Any additional duties and taxes assessed by international customs when returning items from overseas are the responsibility of the customer.
We recommend shipping your package back via a traceable method for peace of mind (eg. Australia Post) and to retain your proof of postage as it is the customers responsibility for any lost or missing parcels.
Please note, due to the size of our warehouse, be sure to keep your tracking information handy. Without this information 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.
Our business hours are Monday to Thursday, 9AM-5PM AEST and Fridays 9AM-3PM AEST.
EXCHANGES
Unfortunately, we are unable to offer exchanges for any online purchases due to our high turnover of stock and item availability as we cannot guarantee your item will be in stock by the time we receive your return.
Alternatively, you can return your item for an online store credit and use the credit to repurchase the item in the correct size.
FAULTY ITEMS
As a consumer there are certain guarantees that are made when goods are sold to you, one of which is that goods are of acceptable quality.
If an item is not of acceptable quality you may be entitled to a replacement, refund or online store credit. This is at the discretion of our customer service team who will take into consideration the type of fault and timeframe between purchase date and getting in contact with us.
If you believe there is a fault with an item you have received, please let us know as soon as you become aware of the fault by contacting customerservice@afends.com and including your order number and clear photographs of the fault. We will then be in contact with an outcome or you may need to return the item back to us to assess.
If the item is deemed faulty, in this instance we will happily refund the cost of returning the item to us. Please ensure you keep your postage receipt so that we can organise this refund for you.
SALE ITEMS
We do not offer refunds on any sale items unless deemed faulty.
An online store credit will be offered if the sale item is returned within 30 days of the purchase date.
This is applicable to all online sales including flash sales and boxing day period.
GIFT CARDS AND ONLINE STORE CREDITS
Gift Vouchers and Online Store Credits may not be returned and are valid for 12 months from the date of issue.
All Gift Vouchers and Online Store Credits purchased through our website can only be redeemed through our Online Store.
CAN I RETURN ITEM/S FROM OUTSIDE OF AUSTRALIA?
Yes you can, however customers are not able to lodge these through our online return’s portal.
Instead, you can email us at customerservice@afends.com with your order number, item/s you are wishing to return and whether you would like to receive an online credit or a refund (depending on what you are eligible for as per our returns policy). We can then send through a return authorisation for you to get your item/s back to us!
CAN I CHANGE MY RETURN ONCE IT HAS BEEN LODGED?
Unfortunately once a return has been lodged, we are unable to make any changes to it.
This includes changing your option from a refund to an online credit and vice versa.
If you simply wish to keep your items, please email our customer service team so we can close your return and refund you the returns label price (if applicable).
CAN I RETURN AN ITEM I PURCHASED ONLINE IN YOUR CONCEPT STORES?
Items purchased through our online store can only be returned directly through our online store.
Likewise, orders placed online cannot be exchanged or refunded in any of our concept stores.
CAN I RETURN AN ITEM I PURCHASED FROM YOUR CONCEPT STORE 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 concept store contact details here.
CAN I RETURN AN ITEM I PURCHASED THROUGH ONE OF YOUR RETAILERS?
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 directly from our online store.
SWIMWEAR RETURNS
Please always ensure you wear undergarments when trying on swimwear.
If you wish to return swimwear, the tags and protective hygiene strip must remain in place.
Items that are missing the protective hygiene strip or show signs of wear will not be accepted.
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