Returns Policy - Fox Maiden
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Easy Returns

Australian Customers

 

Overview & General Information

All items (including sale items): if within 7 days of receiving your order you decide that it's not suitable for any reason or if the size isn't right, you are welcome to return your order for an exchange or online credit. Online credits do not expire.

We do not offer money back refunds unless we deem an item as being faulty or if the item contains a major manufacturing fault. All garments are quality checked prior to shipping and are sent in new condition.

Return shipping: If you decide to return your order you'll need to pay for the cost of the return shipping. Any shipping costs paid are not eligible for refund or credit unless the item is found to be faulty.

Wear & Tear (misuse): Please note, we do not accept returns on items which show signs of 'wear & tear' - items which have been misused, damaged, mistreated or roughly handled will not be eligible for exchange, credit or refund.

Afterpay returns: If you purchased using Afterpay our regular returns policy & process will apply. Please follow our return instructions on this page. Once we have received & approved your return (within 24-72 hours) you will be issued with an exchange or online credit (not a refund) which you can use right awayYour Afterpay payment schedule will continue. See more towards the bottom of this page.

 

How To Return

1.             Email admin@foxmaiden.com.au to request a return - we will provide you with your Return Authority Number (RA#) & our return address.

                *We must receive your return request email within 7 days of receiving your parcel.

2.             Include your original invoice inside your return parcel & write your RA# on the invoice

3.             Package securely & post it back to us within 7 days of your RA# being issued

 

Important information regarding your return

We must receive your return parcel within 7 days of issuing your RA#. Failure to return your item within the 7 day period from issuing the RA# may result in us refusing the return

Returned items without a RA# may be refused

Returned items must be in their original, new & unworn condition with all tags intact. Of course you can try the garment on. Please just be careful to not damage the item or mark it with deodorant, creams, perfume or makeup etc. When you try on your shoes for the first time, please make sure you try them on a carpeted area to avoid scratching on the soles.

If the item is not re-saleable as new & original condition the return may be refused & posted back to you at your expense.

Returns are processed within 24-72 hours of receiving the item.

 

Record Your Tracking Number

In the event that your returned parcel becomes lost in the post we will not be held accountable. It is important that you clearly address the parcel and keep a copy of the tracking number in case you need to take recourse with Australia Post.

 

Online Credits

Your online credit will be issued with a unique online discount code which will be equal to the value of your purchase, less any shipping costs paid.

Your code (credit) will not expire & can be used on any item/s. Simply enter your discount code at the shopping cart. 

 

Exchanges

If you are requesting an exchange, please email us admin@foxmaiden.com.au. If the item is in stock we can arrange to hold it for you for a period of 14 days.

If the item you are seeking is not in stock, an online credit will be issued as outlined above.

 

Redeeming Your Online Credit & Making Exchanges 

When redeeming your discount code (credit) or when making an exchange for the first time you are entitled to free shipping again at the check out, if the value of the goods exceeds $60 (Australian customers only).

What if I need to return my purchase again, having already used my discount code?

For any additional uses of your discount code (credit) or for further exchanges, shipping fees will be deducted from your credit balance as follows:

$12 deducted for any piece of clothing & a further $6 for any additional item of clothing as part of that return.

$18 deducted for any pair of shoes & a further $6 for any additional item of clothing / $12 for any additional pair of shoes as part of that return.

You will always have the "free shipping" option at the check out when redeeming your discount code (credit).

 

Flash Sales & Promotion Codes

*Flash Sales: where a promotion code for a flash sale is used on any item - our regular return policy applies. Return requests made within 7 days of receiving your item are eligible for online credit or exchange only (refunds not offered).

*Flash Sales: flash sale codes or any discount code cannot be used in conjunction or combined with other discount codes or online credit codes.

*Flash Sales: due to high order volume during Flash Sale periods there may be 24 hour delays in shipping your order. Although rare, please consider this if delivery of your order is highly time sensitive. Minor delays in shipping your order will not be considered as grounds for a refund unless we have been notified prior to shipping your order that despatch is urgent.

 

Sizing & Fit

Most of the time, the right size for you will simply be the regular size which you already have in your wardrobe. We do make suggestions on certain styles as needed which may help guide you to make the right selection.

Please understand that our comments regarding sizing & fit are there as a guideline only. We cannot accept incorrect size or being unhappy with the fit as grounds for a refund. 

If you're not happy with the size or the fit we will of course allow you to return your purchase (full price items only) for an exchange of a new size. In the event that we do not have your size (or if you simply do not want a new size), we will issue you with an online credit which will never expire - we have new styles arriving almost daily to choose from!

 

Images & Colouration

In general, when shopping online please understand that there may be very slight differences in colouration of items depending on which monitor you view the item on. As an online merchant, this is not something that we can be held accountable for and this will not be accepted as grounds for a refund. 

If you feel that the item is significantly different to the images you may of course return for an exchange or credit. Rest assured that we use high quality images and take the highest level of care with our pictures to ensure that they are accurate.

 

Order Cancellation

Please take care when placing your order. If you decide to cancel your order prior to shipping, our normal returns policy (described above) applies.

You will be issued with an online credit equal to the total value of your purchase in such instances.

 

Pre Order Cancellation

We do not accept cancellation of Pre Orders for a refund.

However, if you decide to cancel your Pre Order prior to shipping and if the cancellation request is made within the shipping window, you may cancel for an online credit or exchange.

See above Online Credits and Exchanges for details about online credits.

What if my pre order is not shipped out on time?

In the very unlikely event that we cannot ship out your order within the original stated delivery window, we will endeavour to ship it as soon as possible.

If we do not ship your item out within the stated delivery window, you may request a credit, exchange or refund.

Sometimes (albeit rare), suppliers can be late in delivering to us. If your Pre Ordered item is for a special event, please consider this possibility & as always...have a back up outfit in mind! 

Please note, the shipping window stated reflects when the item will be shipped out - you need to allow a few days for it to arrive depending on your selected shipping method and your location.

 

Mistreatment and "Wear and Tear"

Please note that many of our items need to be treated with love and care as they are delicate.

If an item becomes damaged due to misuse/mistreatment, wear and tear or rough handling we will not be held accountable - such items will not be deemed as faulty. Any such items will not be eligible for return or remedy and may be returned to you at your expense.

 

Dry Cleaning and Proper Care

Please note the care instructions on the label of your garment & ensure that your dry cleaner follows the specific instructions. In the event that your item becomes damaged in dry cleaning due to incorrect methods &/or lack of proper care being taken, Fox Maiden will not be held accountable and we will not be able to provide any recourse.

It is your responsibility to maintain your item & care for it properly. Any damaged caused by dry cleaning, alterations or misuse will not be considered as an item fault - Fox Maiden will not be held accountable in such cases. 

 

Late Delivery Due to Australia Post or Australia Post Handling Error

Please note, although we ship orders daily & on time, unforeseeable delays within the Australia Post network can occur which may affect timely delivery.

Please consider this possibility upon making your purchase. Late delivery due to a minor delay with Australia Post handling (eg. 1-3 days beyond the regular transit time) will not be considered as grounds for a refund.

Keep in mind, this does not affect your ability to return for credit or exchange.

 

Exemptions

Dress hire businesses - please note our regular returns policy does not apply for dress hire businesses. Any such businesses placing orders agree that they waive their right to return/credit/refund/exchange/repair or remedy in any circumstance.

Suspected abuse of our return policy - if we suspect that our return policy is being taken advantage of or abused, we reserve the right to refuse a return. In such cases the customer agrees that they waive their right to return/credit/refund/exchange/repair or remedy in any circumstance.

 

Afterpay Returns

If you purchased using Afterpay our regular returns policy & process will apply.

Please follow our return request instructions on this page. 

Once we have received & approved your return (within 24-72 hours) you will be issued with an exchange or online credit (not a refund) which you can use right away. Your Afterpay payment schedule will continue.

This applies to all items (including sale items).


Customers Outside of Australia (International Customers)

Please note that you are shopping under Australian consumer law guidelines.

The same returns policy described above for Australian customers also applies for international customers (please see above policy) - the only difference for international returns is the permitted transit times for return parcels (details below).

 

How To Return (international customers)

Please email us admin@foxmaiden.com.au within 7 days of receiving your parcel & we'll provide you with your RA number and return instructions.

Please make sure you send off your return parcel within 7 days of obtaining your RA# and that your selected shipping method does not take more than 14 days transit time to reach us.

Orders returned on time with a RA# > we will provide you with an exchange or a coupon code (discount code). Coupon codes do not expire and can be used on any items - simply redeem your coupon code at the shopping cart.

Your coupon code will be equal to the value of your purchased item/s. Any shipping costs, import duties and taxes paid are not eligible for refund or coupon credit.

When redeeming a coupon code you will not be eligible for free shipping - international shipping charges will be shown at the check out.

The cost of returning your order is payable by you. We encourage you to check the cost of returning your parcel to our Melbourne, Australia address first. Please note that we are not liable for the goods being lost in the post upon returning the order from overseas.