Return Policy
RETURNS & EXCHANGE POLICY
We want you to be completely satisfied with your online purchase. If you change your mind for any reason, you can simply return it to us for either an exchange or a full refund. Subject to the following conditions:
the item must be returned within 30 days of purchase together with original proof of purchase. We suggest all items are tried on as soon as they are received to ensure you are able to return items within the returns timeframe;- items must be returned in original condition, unworn, unaltered, unwashed and with their tags attached.
For exchanges -please include a prepaid satchel back to your address inside the parcel, or if you are overseas, we can discuss the return postage.
Please return to:
Fairy Floss
P.O.Box 866
Mullumbimby
NSW, 2482
Australia
Gift Cards – Gift Cards may not be returned and are valid for 3 years from the date of issue. All vouchers purchased on our website can only be redeemed on our website.
Please email us before you send the item back, and also let us know what would you like to exchange it with so we can hold it for you(if its in stock)
HOW WILL I BE Credited?
Upon receipt of the items, they will be checked to make sure they meet the conditions above and once cleared, you will be sent your exchange item back. Alternatively you can receive a credit voucher for the purchase price (excluding original shipping cost) or you will be refunded directly to the original method of payment used for purchase. If you paid with a gift card, you will be refunded to that same gift card and will be able to re-use the original unique code towards your next purchase. Please state in your email, which method you would prefer.
You will receive email notification of the status of your Credit or refund once finalised. We do not refund initial shipping charges for items returned, other than for faulty items. We are not liable for the loss of garments being returned. We recommend using a traceable delivery method and taking note of your tracking number.
FAULTY items
We're so sorry if an item you received is not in perfect condition. Please email us with explanation and photos of the faulty, as soon as you receive the item. We will meet our obligations which may include replacing the item if the stock is available or giving you a full refund upon receiving your faulty item back.
Exchange time frame
As soon as we receive your item back, we will process the exchange or refund. Allow 2-3 days of processing from the day we receive the return.
SHIPPING cost
Subject to our obligations under the Australian Consumer Law or similar legislation, for any return you will be responsible for shipping and handling charges to return any unwanted items. Please include a prepaid satchel inside your parcel if you want an exchange item to be sent back to you. If the package does not reach us safely we will not be able to complete the refund, we recommend sending via a traceable method for peace of mind and to retain proof of postage until you have received confirmation that your return has been processed
WHAT IF I RECEIVE AN INCORRECT ITEM?
If you have received an item you did not order, please email us at magic@fairyflossbyronbay.com so we can resolve this for you.
WHAT IF MY ITEM GET DAMAGED IN TIME?
We always strive to create strong durable items, as our fashion is not a trend designed just for one season. Our garments are created to last the test of time, and we can guaranty that.
However as human beings created the garments, sometimes faults happen.
In cases of faults caused by poor manufacturing –please contact us to magic@fairyflossbyronbay.com and describe in detail what is the problem.
We can than decide how to fix it for you.
Fairy Floss is not accountable for damages caused by wear and tear, such as fabric rips or tears, shrinkage due to wrong use of washing, or change of color due to sun exposure.