Returns and Exchanges

*Please note that to ensure the safety and wellbeing of our staff, all returns and deliveries will be quarantined for 24 hours before being processed. We apologise for any inconvenience caused. 


RETURNS POLICY


If you are not 100% happy with your purchase, we accept returns with the following conditions. 

  • The item/s will be returned to us within thirty (30) days from date of shipment
  • The item/s are unworn, unaltered and in its original condition
  • The item/s must have all original tags attached
  • The item/s are not marked Final Sale

    Any items that do not meet these criteria will be denied and returned at the customer's expense. 

     

    HOW TO RETURN

    Returning your items online is easy through our online portal.

    1. Ensure the return conditions above are met. 

    2. Initiate your return by following the steps.

     

    3. Fill out the returns form with the return reason and resolution request (refund, e-gift card or exchange).  
    Please see returns policy below for full eligibility. 

    4. Once your returns request has been approved, you will receive a RMA# (return authorisation) with instructions to send back the item/s. 

    You will have the option to use your own method of return, or print a returns label for $12 AUD. The cost of the returns label will be automatically deducted from your returns total value.

    *The returns label service is valid for AU customers only.
    Any return without a RMA# number may be rejected and returned back to the customer. Friend of Audrey is not responsible to returns lost in transit. 

    5. Drop your parcel off at an Australia Post Office, or in a post office bin. 

    6. Once your item has been received and processed by our team you will receive an email notification. Please allow up to 7 business days for your return to be processed.

     

    REFUNDS

    Your refund will be provided to you crediting your original method of payment.

    Refunds are subject to full-priced items only, not discounted items. Discounted items (excluding Final Sale) will be issued with a gift card. 

    It is considered a discounted item when an item is:

    (a)  marked at a discounted price;
    (b)  purchased during a temporary promotion period (eg storewide sales); or
    (c)  purchased using a coupon or a promotional code (*the subscriber sign up discount is excluded); 


    EXCHANGES 

    Exchanges are subject to stock availability. We offer exchanges for a different size only. If you wish to exchange for a different item, a gift card will be issued for you to place a new order.

     

    E-GIFT CARDS

    Store credit are issued in the form of a gift card to the value of your return via email. Your gift card can be redeemed online at checkout. Credit notes are valid for six (6) month from date of validation. If you need to return an item purchased with a gift card, the return value will be issued back to your original gift card used to make the purchase.

     

    BRIDAL

    Thank you for choosing WHITE by Friend of Audrey to be a part of your special day!

    Our team is here to assist you every step of the way. If you have any questions regarding sizing, colour or styling, please feel free to reach out online@friendofaudrey.com.au with email title ‘Bridal Enquiry’.

    When placing an order for your bridal party, we suggest that all dresses for a single bridal party are purchased together. This will ensure there are no colour variations.

    If the item/s are not quite right for you, we will happily accept returns for full-priced items within thirty (30) days. Due to the delicate nature of these products, a $35 AUD^ restocking fee will incur per order for all returns. This fee will cover spot cleaning, steaming services, repackaging and restocking. This fee will be deducted from your final refund.

    ^The restocking fee will be waived for all exchanges within the wedding collection, or if you are making partial returns.

     

    FINAL SALE

    Final Sale applies to items that have been reduced to clear. An item that is marked with final sale is not eligible for return, unless the item is deemed faulty by Friend of Audrey. By purchasing a Final Sale item you agree that the item cannot be returned.

    From time to time, we will run Online Warehouse or Archive Sales. Please note that sale items from those events will be marked as 'Final Sale' or 'Archive Sale', and cannot be returned for a refund, exchange or credit note.

    Size exchanges may be accepted subject to availability. Please contact online@friendofaudrey.com.au for RMA# return authorisation prior to sending an item back. 

        

    FAULTY ITEMS

    All items are quality checked by a team member before they are dispatched to customers. In the unlikely event that an item is faulty, please follow the steps on our returns portal and upload max 6 images showing the defect/fault. 

    Returns that are damaged, show signs of wear or do not have their original tags attached will not be accepted and may be sent back to the customer. Friend of Audrey offers repairs or replacements for items classified as manufacturer's fault. If the fault is 'major', a full refund will be issued (including shipping costs).

      


    This return policy applies to all orders placed on this website, and is compliant with State and Commonwealth Australian law. If you are not able to comply with these requirements, Friend of Audrey reserves the right to refuse a refund, exchange or credit under the Australia Consumer Law (ACL). All exchanges and refunds are discretionary unless required by law. 

    If you have any enquiries regarding Returns, please email us on online@friendofaudrey.com.au

     

    Updated Oct 2020