Returns and Exchanges

Bought something and it didn't quite fit?
If you change your mind on your online purchase, you may be entitled to an exchange, credit note or a refund provided the following:

  • Items must be returned within 14 days from date of shipment
  • Item is unworn and in its original saleable condition
  • Items must have all original tags and sewn labels still attached

We regret that we are unable to accept the exchange or return of the following items for change of mind for hygiene reasons: 

  • Items that are soiled or have make up stains.
  • Items with strong scent and/or body odour 

International returns will have to meet all above conditions with an extended 30 day returns period from date of shipment. International customers must organise their own method of return. 

Friend of Audrey reserve the right to deny returns that do not meet our returns policy, procedures and terms & conditions. Returns outside of this period are at the discretion of Friend of Audrey.

 

HOW TO RETURN

Returning your parcel is as easy as 1, 2, 3.

Provided that you have met the above conditions, please fill out the Returns Form, attach it to your original invoice and submit a return below.
1. Enter your details and payment
2. Print your label at home or at a nearby post office 
3. Post your parcel at any Australia Post post office or red street posting box

Returns

 

CREATE A RETURN 


Alternatively, you may choose your own method of return to the following address:

FRIEND OF AUDREY
13/85 Bourke Road,
Alexandria NSW 2015
AUSTRALIA 

You may download the Returns Form here. 

Please allow up to 5 business days for your return to be processed. 

Shipping costs are the customer’s sole responsibility when sending the items back. We encourage you to return your parcel via registered or traceable postal services as all returned parcels remain the responsibility of the purchaser until received by Friend of Audrey. We are not responsible for lost parcels. We are unable to pick up parcels from the post office for unattempted deliveries or parcels delivered outside of business hours. 

Please be advised that our office is not open to the public and we do not accept drop offs to the premises. 

Friend of Audrey products purchased on The Iconic cannot be returned to our online store or vice versa as we each manage our own stock and separate entities.

 

REFUNDS

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

Refunds are subject to full priced items only, not sale items. Items on Sale will only be exchanged (not refunded) for change of mind, except where the item is faulty or defective under Australia Consumer Law (ACL). 

It is considered a Sale 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 welcome discount is excluded);

 You will be notified by email the status of your refund.  

 

EXCHANGES 

If you would like to exchange an item(s) for an alternative item(s), please fill out the Online Returns Form and attached it to your parcel. Once we have received your returned parcel, your exchange will be processed and shipped within 5 business days. We do not offer refunds for change of mind on exchanged items. However, we can offer you an exchange or credit note on such items.

Exchanges are subject to stock availability. The price that is applied is the time at which the exchange is processed. For exchanges, the shipping of the alternative item to you is complimentary, however if you wish to exchange that alternative item for another item you will be responsible for all subsequent shipping costs. 

You will be notified by email the status of your exchange.  

 

CREDIT NOTES

Online credit notes can be issued in the form of a coupon code to the value of your return via email. The coupon code can be redeemed online at checkout. Credit notes are valid for 6 month from date of validation. The store credit is valid for a one time use only and cannot be replaced, extended or transferred to cash or shipping. Online credit notes can only be used to redeem online purchases.

  

FAULTY ITEMS

If you believe you have received a faulty item, please email us at online@friendofaudrey.com.au with a brief description and upload a photo or two showing the defect/fault.

To determine if an item is faulty, the item will be assessed by the Production Department and you will be notified of the outcome within 5 business days. Items that are damaged as a result of normal wear and tear, or incorrect use/abuse are not considered to be faulty.

Friend of Audrey offers repairs, replacements or refunds (including shipping costs) for items classified as manufacturer's fault. If the fault is 'major', a full refund will be issued.

A product or good has a 'major' problem when:

  • it would stop someone from buying it if they’d known about it
  • it’s unsafe
  • it’s significantly different from the sample or description
  • it doesn’t do what the business said it would, or what you asked for and can’t easily be fixed.

 

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 April 2019