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 have 14 days from delivery to ask us for a return. Requests after day 14 are not accepted for change of mind.
• Get the return approved first. Email support@freshsale.store with your order number. Parcels sent without approval are refused.
• The item must come back unworn, unwashed and with every original tag still attached, in its original packaging.
• Change of mind: you pay return postage, the original shipping charge is not refunded, and a 10% handling fee is deducted from the refund.
• Discounted items are final sale and cannot be returned for change of mind.
• Faulty, damaged, wrong or misdescribed: none of the above applies. We pay postage both ways, refund in full, and there is no fee and no 14-day limit.

What can be returned

A change-of-mind return is accepted only where all of the following are true. We inspect every return against this list.

• Requested within 14 days of delivery, approved by us, posted within 7 days of that approval, and received by us within 30 days of it.
• Unworn and unwashed — no marks, odours, pet hair, fragrance, deodorant or makeup transfer, and no alterations, repairs or resizing.
• Every original tag still attached and intact. A detached or cut tag makes an item non-returnable, even if you still have it. Try things on before removing anything.
• Original packaging included — box, dust bag, garment bag, hanger, hardware and any paperwork that came with it.
• Footwear tried on indoors only, on carpet, with no scuffing to the soles, and the shoebox protected inside an outer satchel rather than used as the shipping carton.
• Sent tracked. Until the parcel reaches us it is your responsibility, and we cannot refund an item that never arrives.

What we cannot accept

Some things we will not take back on a change of mind. This is not us being difficult about individual cases — it is the rule, applied the same way to everyone.

• Discounted and sale pieces. Anything bought below its full listed price is final sale. The price reflects that.
• Underwear, swimwear, hosiery and pierced jewellery. These cannot be returned once the hygiene seal or sealed packaging has been opened, for reasons we hope are obvious.
• Gift cards, where offered.
• Anything outside the windows above, or that arrives worn, washed, altered, untagged or incomplete.
• Unannounced parcels. A return we did not approve is refused on arrival.

If something reaches us that we cannot accept, we will email you and hold it for 30 days. You can have it back once you have covered the postage; after 30 days without a reply from you, we may dispose of it. We will not refund it.

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

How to start a return

1. Email support@freshsale.store within 14 days of delivery. Include your order number, which item you are returning and a one-line reason. If the item is faulty, attach photographs.
2. Wait for our approval. We reply within one to two business days with a return reference, the correct return address and any instructions specific to your item.
3. Post it within 7 days of that approval, tracked, and packed so it arrives in the condition it left in. Put the return reference and your order number inside the parcel.
4. Send us the tracking number so we can watch for it.

Do not post anything back before we have approved it. Returns are handled from more than one location, so the correct address depends on the item — an unannounced parcel may go to the wrong place entirely. We refuse unapproved returns, and a refused parcel is the sender’s cost and the sender’s risk.

Who pays return postage

On a change of mind — wrong size, didn’t suit, changed your mind — the cost is yours, wherever you are:

• You pay return postage, and it must be a tracked service.
• The original shipping charge on your order is not refunded, including where your order qualified for free shipping.
• A 10% handling fee, calculated on the price you actually paid for the returned item, is deducted from your refund. It covers inspection, repackaging and relisting.

We do not offer free returns and, for most countries, we cannot send you a prepaid label — we have no account with your local postal service. Check what your carrier charges before you commit: on a lower-priced item, postage can approach the value of the refund. We would rather say that plainly than let you find out at the post office.

Where an item is faulty, damaged in transit, significantly different from its description, or simply not what you ordered, we cover the postage, wherever you are. We will either email you a prepaid label or reimburse a reasonable, receipted postage cost, and we refund the original shipping charge as well. No handling fee is deducted. Email us before you post it so we can agree the method and the cost first, and you are not left out of pocket waiting on a reimbursement.

Customs and duties

Where a return crosses a border, two things are worth knowing before you post it. Neither is a different policy — the terms above are unchanged.

• Import duties, taxes and customs charges you paid are not refundable by us. We never received that money; your own government did. Some countries refund import duty on goods that are exported again — your customs authority can tell you whether that applies to you and how to claim it. Ask us for whatever paperwork the claim needs and we will send it.
• Declare the parcel correctly. Mark it clearly as returned goods on the customs declaration and state the value honestly. A return that arrives with import duty payable will be refused — we cannot pay duty to receive our own goods back — and an undeclared or misdeclared parcel can be held or destroyed by customs, which we cannot refund.

Refunds

We inspect returns within five business days of arrival and refund approved returns 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.

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.

A change-of-mind refund is the price you actually paid for the item, less the 10% handling fee, and excludes the original shipping charge. A refund for a faulty or incorrect item is the full amount you paid, including shipping, with nothing deducted.

Where a discount code applied to the order, the refund is of the amount actually paid for the item. If returning an item 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 AUD, for the AUD 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 while a parcel is in transit — 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 straight away and return the original for a refund. If you would rather wait, tell us and we will let you know honestly whether the size you need is likely to still be there.

Faulty or incorrect items

Tell us as soon as you can, with photographs of the fault and of the item as a whole. We will not ask you to post anything back before we have looked at the photos, and we will not charge you postage, a handling fee or anything else to correct our own error.

Depending on the fault and on what you prefer, the remedy is a repair, a replacement or a refund. Where the failure is major, the choice is yours. The 14-day change-of-mind window does not apply here, and neither does the exclusion on discounted items — a fault is a fault whatever you paid.

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; we photograph in daylight and 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 14-day window, the handling fee and the final-sale exclusion all govern change-of-mind returns only, which are a courtesy we offer rather than a right you hold.

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 14 days. If you believe an item has failed to be of acceptable quality, contact us at support@freshsale.store 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.