RETURNS POLICY – ONLINE AND IN STORE

We want you to love our products and enjoy your shopping experience with us. 

On this page you will find details about how to return or exchange your purchases made online or in stores.

Returns and Exchange Policy  - Online Purchase 

 If you change your mind about the products you have purchased from us, we will refund the purchase price or exchange those products (other than gift cards or seconds) in the country in which they were purchased, subject to the following conditions

1. Items must be returned within 14 days of purchase with the original receipt or other proof of purchase;

2. You must provide your name and address;

3. The returned items must not be swimwear, underwear, earrings, cosmetics or stock clearance items; and

4. The returned items must be unworn, unwashed, or otherwise unused with original tags/labels attached.

If you request a refund, the purchase price (excluding delivery charges for online) will be refunded to you using the original payment method once we have received the returned item back and confirmed that it meets conditions 1-4 above. You are responsible for any costs associated with returning the item to us including any currency conversion costs.

Note:

Shipping costs can only be refunded on faulty items that have been purchased separately. Shipping will not be refunded if there are other items listed on the invoice when a faulty item is returned.

Items purchased In-store cannot be returned via Online return postage.

Faulty Items Returns

If an item is faulty, wrongly described or different from the sample shown then we will meet our legal obligations which may include refunding the purchase price and delivery charges, or providing a replacement product, provided the item is returned within a reasonable time with proof of purchase.

Please note that any additional cost incurred due to currency conversion will not be refunded, and are considered the responsibility of the customer.


Return Instructions for Online Purchases. 

All Factorie purchases made at www.factorie.com.au can be exchanged or refunded either by return post or in Australian Factorie stores.

Online Returns via return post

If you wish to return or exchange an item purchased online via post, please contact our customer care team during the hours of 8:30am to 5:30pm AEST Monday to Friday (excluding public holidays) on either phone or email as below:

Please provide the following information so we can assist you as quickly as possible:

Alternatively, you can complete the Online Returns and Exchange Form on the back of your packing slip.

Online Returns In-Store (Australia only)

All items purchased online at www.factorie.com.au can be exchanged or refunded in Australian Factorie stores only, subject to the following conditions:

  1. Conditions 1-6 of the Returns and Exchanges Policy (above) are met.
  2. You must provide the packing slip (received in the online order package).
  3. You must provide a printed copy of the receipt or invoice for the purchased item (this is emailed to you as confirmation of your purchase).
  4. You must provide identification matching the name and shipping address on the packing slip or invoice.
  5. Purchases will only be refunded or exchanged for the amount stated on the invoice less any discounts/offers applied.

**For Countries other than Australia see instore for refund and exchange policy.

RETURNS POLICY - IN STORE 

 If you change your mind about the products you have purchased from us, we will refund the purchase price or exchange those products (other than gift cards or seconds) in the country in which they were purchased, subject to the following conditions

1. Items must be returned within 14 days of purchase with the original receipt or other proof of purchase;

2. You must provide your name and address;

3. The returned items must not be swimwear, underwear, earrings, cosmetics or stock clearance items; and

4. The returned items must be unworn, unwashed, or otherwise unused with original tags/labels attached.

If the products you have purchased from us are faulty, wrongly described or different from a sample shown, then we will meet our legal obligations in the country in which the products were purchased which may include refunding you or providing a replacement product provided that items are returned within a reasonable time with proof of purchase.

Your personal information will be used according to our Privacy Policy http://www.factorie.com.au/privacy-policy/ to process your refund or return.