Returns and Exchanges

 

RETURNS POLICY

We want you to love and treasure your Friend of Audrey pieces.
Should you wish to return your purchase, please follow the procedures and policy below:

  • Items must be returned within 30 days from date of shipment
  • Item is unworn, unaltered, undamaged and in its original condition
  • Items must have all original tags and accessories still attached
  • Item is not marked Final Sale

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 

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. In the instance where your return is rejected, it will be returned back to you.

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

 

HOW TO RETURN

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
Online Returns
Unit 13, 85 Bourke Road,
Alexandria NSW 2015
AUSTRALIA 

You may download the Returns Form here. 

4. Please allow up to 7 business days for your return to be processed. You will be notified the status of your return through email.

Online returns for change of mind will be at the customer's expense. We encourage using a traceable postal method as all returned parcels remain the responsibility of the purchaser until received by Friend of Audrey. We are not liable for goods lost or damaged in transit.

 

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 purchased on sale or during a temporary promotion will be issued with a gift card or exchange. 

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);

 

EXCHANGES 

Exchanges are subject to stock availability. We offer exchanges for a different size or colour only. If you wish to exchange for a different item, a gift card will be issued for you to place a new order. Please note we accept one exchange shipment per purchase. Subsequent exchanges will be subject to a shipping charge of $8AUD*.

 

CREDIT NOTES

Online credits 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 6 month from date of validation and are not refundable or redeemable for cash.  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.

 

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 (RA) return authorisation prior to sending an item back. 

 

MADE-TO-ORDER

We are making it personal! Select premium products are available for Made-to-Order only. For all Made-to-Order items, a full payment is required upon placement of order to secure your product. The expected delivery period is noted in the description of the product you are purchasing. As soon as the item(s) arrive they will be shipped immediately and you will be notified via email. Should there be an unexpected delay, our customer service team will be in touch.

Due to the nature of Made-to-Order purchases, once your order has been placed, cancellations and amendments can not be accepted. These products are non-refundable. If you are unhappy with the item/s we will happily offer an exchange or store credit within the Friend of Audrey Return guidelines.

   

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 below.

Please email us at online@friendofaudrey.com.au with a brief description and upload a photo or two showing the defect/fault.

Returns that are damaged, show signs of wear or do not have their original tags attached may not be accepted and may be sent back to the customer. 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 2020