Returns policy

The short version

These terms apply to every order, wherever it was delivered. We ship worldwide and we do not run a different policy for different countries.

• You do not post anything back. Not on a change of mind, not on a fault. We refund you and the item is yours to keep, give away or donate.
• You have 7 days from delivery to ask us for a change-of-mind refund, and we may decline one. Email freshsale901@gmail.com with your order number and a photograph of the item.
• A change-of-mind refund is what you paid for the item. The original shipping charge is not refunded.
• Discounted pieces are final sale on a change of mind.
• Faulty, damaged in transit, wrong, or not as described — none of the above applies. Full refund including shipping, no deduction and no time limit.
• One change-of-mind refund per customer in any 12 months, and orders above $150.00 USD are agreed with you before anything is refunded.

How a return works

Why there is no parcel. Orders ship direct from our supplier and we hold no stock ourselves, so there is nowhere for a garment to come back to and nothing we could do with it if it did — we cannot inspect it, restock it or sell it again. On every piece we list, tracked international postage costs more than the piece is worth. Asking you to spend that so we can receive something we cannot use would be theatre. So we do not ask.

1. Email freshsale901@gmail.com. Include your order number, which item it concerns and a one-line reason. If something is faulty or wrong, attach photographs — of the fault and of the whole item.
2. We reply within one to two business days with a decision. If we need anything else to make it, we will ask in that reply rather than later.
3. We refund to your original payment method and email you when it is issued. The item stays with you.

If you have already posted something to us of your own accord, tell us. We have no address to receive it at, and we cannot refund an item we never agreed to take or trace a parcel we are not expecting.

Change of mind

Wrong size, didn’t suit, changed your mind. Because nothing comes back to us, a change-of-mind refund costs us the whole item — so this is a courtesy extended at our discretion, not a right you hold, and we may decline one. The limits are these:

• Asked for within 7 days of delivery. After day 7 we do not accept change-of-mind requests at all. Faults are not affected by this — see below.
• With a photograph of the item as delivered. It is the only evidence we get that the piece reached you and is what we sent, because we never see it again. A request without one is not assessed.
• The refund is the price you actually paid for the item — after any discount code — and does not include the original shipping charge, even where your order qualified for free shipping.
• One per customer in any 12 months. Counted across orders rather than within one, by name, email address, payment method or delivery address. A second request inside that period is declined.
• Not alongside a chargeback. If you have asked your bank to reverse the payment, we deal with the bank — not with both of you over the same order.
• Orders above $150.00 USD are agreed with you individually before anything is refunded, and at that size we may require the item back at our cost instead. We will contact you, and you will not be left out of pocket while we do.

Because nothing comes back to us, we do not set conditions on the state of the item. We are not going to tell you a tag had to stay attached when we are never going to see it.

What we cannot refund

This is the rule, applied the same way to everyone, rather than us being difficult about individual cases.

• Discounted and sale pieces, on a change of mind. Anything bought below its full listed price is final sale. The price reflects that.
• Underwear, swimwear, hosiery and pierced jewellery, on a change of mind, where offered.
• Gift cards, where offered.
• Requests made after the 7-day window for change of mind, second change-of-mind requests inside 12 months, and requests sent without a photograph of the item.
• Import duties, taxes and customs charges you were charged on delivery. We never received that money — your own government did, and we cannot refund what was never ours. Some countries refund import duty in certain circumstances; your customs authority can tell you. Ask us for any paperwork a claim needs and we will send it.

None of this applies to a faulty, damaged, incorrect or misdescribed item. Those are covered in full below — whatever you paid, and whenever you noticed.

Refunds

We refund to the original payment method. We cannot refund to a different card or account — that is a condition of how card refunds work, not a preference of ours.

Once processed, your bank controls the timing. Card refunds typically appear within three to ten business days, and digital wallets are usually quicker. You will receive an email from us when the refund is issued; if it has not landed ten business days after that email, contact your bank first, then us.

Where a discount code applied to the order, the refund is of the amount actually paid for the item. If a refund takes an order below a free-shipping threshold it qualified for at the time, we do not claw back the shipping.

Refunds are issued in USD, for the USD amount you were charged. If your card or account is in another currency, your bank converts the refund at its own rate on the day it lands, which will not be the rate that applied when you paid. That difference is between you and your bank; we have no part in it and cannot make it up.

Exchanges

We don’t run exchanges. Stock moves in small quantities and we can’t reserve a replacement — holding one for you would mean telling someone else it was available when it was not.

The practical approach is to order the size you want and ask us for a refund on the first one. You keep both while that is sorted out, so you are not waiting on a parcel to move before the right size ships.

Faulty or incorrect items

Tell us as soon as you reasonably can after noticing, with photographs of the fault and of the item as a whole. We may ask for further photographs or a short video before deciding — that is the only way we can assess something we will never hold. We will not ask you to post anything back, not before we decide and not after, and we will not charge you postage or any other fee to correct our own error.

Depending on the fault and on what you prefer, the remedy is a replacement or a refund, and where the failure is major the choice is yours. A refund here is the full amount you paid, including the original shipping charge, with nothing deducted. The 7-day window does not apply, nor does the once-per-12-months limit, nor the exclusion on discounted items — a fault is a fault whatever you paid and however recently you last asked us for anything.

Ordinary wear, damage caused by misuse or incorrect washing, and variation that is inherent to a natural fabric — slight differences in weave, grain or colour between pieces — are not faults. Screens also render colour differently, and we describe colour as accurately as we can.

Your consumer law rights

We are an Australian business, so the Australian Consumer Law applies to what we sell — including when we ship it overseas. Nothing in this policy limits or excludes your rights under it, and nothing above is intended to. The 7-day window, the once-per-12-months limit, the photograph requirement, the final-sale exclusion and our discretion to decline govern change-of-mind refunds only — a courtesy we offer rather than a right you hold. Not one of them applies to an item that is faulty, unsafe, misdescribed or unfit for its purpose, and not one of them limits the guarantees below.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply in addition to the change-of-mind window above, and they are not limited to 7 days, to one claim, or to any other condition we set. If you believe an item has failed to be of acceptable quality, contact us at freshsale901@gmail.com and we will work it out with you.

Depending on where you live, you may also have rights under your own country’s consumer law — many places give buyers a cancellation window, a statutory guarantee, or both. Those rights sit alongside the ones above rather than instead of them, and we are not going to point at our address to avoid one. Tell us what you believe you are entitled to and we will work through it with you.