Returns and Exchanges Policy FAQ

Starting online returns is easy

  • Sign in to your account
  • Go to your order history, select the order and items you want to return, and submit your request.

What items are returnable? (eligible for returns)

  • 21 days return policy, which means you have 21 days after receiving your item to request a return.
  • In unused and resellable items, or defective items.
  • In the original packaging with all the tags intact.
  • You'll also need the receipt or proof of purchase.

What items and exceptions are non-refundable?

  • For health, hygiene, and safety reasons, swimwear bottoms, swimsuits, bodysuits , and lingerie are not eligible for return or exchange unless the item is faulty. Please get in touch if you have questions or concerns about your specific item.
  • Items discounted by 30% or more are final sale and cannot be returned or exchanged, unless the item is faulty or defective.
  • Gift cards.

Damage, loss, or theft issues

  • If the purchased product is faulty, reach out to us within 7 days of the delivery date.
  • If the purchased product is lost or theft, Please collect evidence and contact us immediately.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, we allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replacement item will be shipped to you.

Refund options

For faulty or defective items, you may receive:

  • Refund to original payment method
  • Replacement item (subject to stock availability)
  • Store credit (valid for 12 months)

For change of mind (non-faulty items):

  • Exchange for different size/color (subject to stock availability)
  • Store credit only (valid for 12 months)
  • No refunds to original payment method

How soon will I get my refund?

  • After your return has been processed, you will receive a refund notice from us and it will take an additional 1-3 business days for the refund to be returned to your original payment method. The refund to the store credit is immediate.
  • If you are a VIP customer, the refund is executed immediately after the return request is reviewed and approved.
  • If more than 15 business days have passed since we've approved your return, please contact us at hello@fashionbrazil.co.nz.