Frequently Asked Questions (FAQ)

EXCHANGES

Customers must return garment(s) within 30 days of original purchase date.

All returned items must be in UNWORN and UNWASHED condition else exchange policy is void. All original tags/accessories (if applicable) must still be ATTACHED.

1) SELLER-PAID RETURN & DISPATCH FREIGHT applies to INCORRECTLY SUPPLIED or DEFECTIVE/FLAWED garments.

TYPE OF EVENT: a) DEFECTIVE/FLAWED garments: to prevent deliberate garment damage in order to utilise 'seller-paid return & dispatch freight', DEFECTIVE/FLAWED garments will ONLY be exchanged for a garment(s) IDENTICAL in TYPE and SIZE to the ORIGINAL(S) purchased.

b) INCORRECTLY SUPPLIED garments: customers can exchange their purchase with any garment of higher, equal or lower value. EXCHANGE vs ORIGINAL COSTS: Should freight/ purchase cost of exchange garment(s) EXCEED freight/purchase cost of original garment(s), buyer to pay the difference. Should freight/ purchase cost of exchange garment SUBCEED (less than) the freight/purchase cost of original garment, buyer reinbursed the difference to the original payment form (e.g. credit card).

DEFINITIONS:

a) SELLER-PAID RETURN & DISPATCH FREIGHT refers to the seller paying the freight for incorrectly supplied or defective/faulty garments returned to the seller AND the freight of dispatching a exchange garment(s) to the customer.

b) DEFECTIVE/FLAWED: is defined as tears, penetrations (holes) or acutely distorted fabric (e.g. lumps) in the garment. NB: Defects or flaws do not constitute dangling thread/s at seams/hems or grime (potentially due to manufacturer handling).

2) ONE TIME SELLER-PAID DISPATCH FREIGHT EXCHANGES applies to INCORRECTLY CHOSEN garments (colour, style or size). Customers can exchange their purchase with any garment of higher, equal or lower value.

EXCHANGE vs ORIGINAL COSTS: Should freight/ purchase cost of exchange garment(s) EXCEED freight/purchase cost of original garment(s), buyer to pay the difference. Should freight/ purchase cost of exchange garment SUBCEED (less than) the freight/purchase cost of original garment, buyer reinbursed the difference to the original payment form (e.g. credit card).

DEFINITIONS:

a) ONE TIME SELLER-PAID DISPATCH FREIGHT: buyer pays for the RETURN freight of INCORRECTLY CHOSEN garment (s) and the seller pays the DISPATCH freight (i.e freight cost from seller to customer) of the exchange garment(s). This complimentary dispatch freight payment for incorrectly chosen garment(s) is gifted ONCE.

NOTE:

a) The customer is able to change their order - without cost - prior to receiving the 'ORDER (your order number) DISPATCHED' email. Once an order is in transit, it CANNOT be changed nor cancelled as stated in "How can I CHANGE or CANCEL my ORDER" in FAQ's.

b) UNDER GARMENTS ARE NOT RETURNABLE ITEMS.

REFUNDS

REFUNDS are accepted for orders LOST in transit, ONLY.

All orders are INSURED, TRACKED and only released to buyer upon RECEIPT SIGNATURE.

Note:

Following an investigation by the freight provider into lost items in transit (a process which can take the courier up to 7 months) a FULL REFUND will be paid into the buyer's original form of payment (e.g. credit card).

RETURNS PROCEDURE (please read carefully).

NOTE: Always check SPAM folder for new emails as some email providers have overbearing spam protocols.

EXCHANGES:

1) BUYER ACTION

a) EMAIL US by replying to 'ORDER DISPATCHED' email, CHANGING the SUBJECT title to one of three:

i) EXCHANGE ORDER ('your order number') due to DEFECTIVE/FLAWED Garment(s)'. Attach image(s) to email CLEARLY showing the DEFECT/FLAW, describing the defect/flaw. Note: Defective/flawed garments can ONLY be exchanged for IDENTICAL garment TYPE and garment SIZE.

ii) 'EXCHANGE ORDER ('your order number') due to INCORRECTLY SUPPLIED Garment(s)'. Incorrectly supplied garments can be exchanged for ANY garment type of choice. State the garment of choice in the email prior to sending.

iii) 'EXCHANGE ORDER ('your order number') due to INCORRECTLY CHOSEN Garment(s)'.

Incorrectly chosen garments can be exchanged for ANY garment type of choice. State the garment of choice in the email prior to sending.

NOTE: Garments are to be DEFECT/FLAW FREE if exchanges initiated under 'incorrectly SUPPLIED or CHOSEN garments'; else (upon receipt of garment) Damage Tolerance Clo. will default exchange TYPE to 'EXCHANGE ORDER ('your order number') due to DEFECTIVE/FLAWED Garment(s)' which will restrict the exchange garment(s) to the ORIGINAL type and size purchased.

b) RETURN GARMENT(S):

If the garment satisfies Damage Tolerance Clo.'s exchange policy, you will be notified of exchange-acceptance. i) REPACK the garment(s) inside the ORIGINAL packaging (else customer to use equivalent package at their expense) with all tags/accessories (if applicable) and return to the address provided at the base of the Online Return Forms linked in the reply email from Damage Tolerance Clo.. NB:

All DOMESTIC returns to use Australia Post STANDARD FREIGHT with TRACKING.

All INTERNATIONAL returns to use courier with equivalent (or close to) freight cost to original using standard freight (i.e non-express). TRACKING number and link to tracking portal by nominated courier is to be PROVIDED to Damage Tolerance Clo. in the Online Returns Form. ii) ONLINE RETURNS FORM: ACCURATELY complete the ONLINE RETURNS FORM accessed via a hyperlink within the body of the reply email from Damage Tolerance Clo. and SUBMIT.

2) SELLER ACTION: Once the garment(s) has been RECEIVED AND INSPECTED, an identical garment(s) (type and size) OR a different garment(s) of higher, equal or lower value (stipulated by the customer) will be dispatched within 7 days.

NOTE: FREIGHT/PURCHASE CHARGE APPLICABILITY:

1) SELLER-PAID FREIGHT is applicable to INCORRECTLY SUPPLIED or DEFECTIVE/FLAWED garments. Should freight/ purchase cost of exchange garment(s) EXCEED freight/purchase cost of original garment(s), buyer to pay the difference. Should freight/ purchase cost of exchange garment SUBCEED (less than) the freight/purchase cost of original garment, buyer reinbursed the difference to the original payment form (e.g. credit card).

2) CUSTOMER-PAID FREIGHT is applicable to INCORRECTLY CHOSEN garments (size, colour or type) which includes 'change of mind' purchase(s). Therefore, please chose your purchase carefully and utilise the garment dimensions to avoid incorrect sizing.

REFUNDS (for lost orders, ONLY):

All orders are tracked and released to buyer upon receipt signature. 1) BUYER ACTION

EMAIL US by replying to the 'ORDER DISPATCHED' email, CHANGING the SUBJECT title to: 'ORDER REFUND for LOST Garment(s)'. If applicable, insert correspondence with the freight provider, providing as much information as possible. 2) SELLER ACTION Upon receipt of your email, we will initiate an investigation with the freight provider. Please note, that an official investigation by the freight provider can take up to 7 months. Once the investigation has been completed and the freight provider concludes 'a lost order in transit', a FULL REFUND will be transfered to the buyer's original form of payment (e.g. credit card).