RETURNS
Changed Your Mind?
Returns are easy around here. Follow the steps below to send your item back to us and we’ll take it from there.
Please Note: During busy sale periods, our team may need up to 10 business days to process returns.
Lodge a Return
To lodge a return, please have your order number and email address ready to enter in our returns portal below
ONLINE RETURNS POLICY
We want you to love your Fayt pieces. If something isn’t quite right, eligible items can be returned within 28 days of delivery in line with the conditions below.
Returns During The 'Change Your Fayt' Competition
The following temporary conditions apply to Australian residents for orders placed between 1 November and 13 December 2026.
During this period, size exchanges for change of mind will not be available. If you need a different size, you can return your eligible item for a refund or store credit, depending on how it was purchased. You’re then welcome to place a new order for your preferred size, subject to availability.
- Full-priced items: Eligible for a refund to your original payment method or store credit.
- Orders placed using a welcome code, promotional code or loyalty reward discount, or during a site-wide sale: Eligible for store credit only.
- Final sale and other ineligible items: Not eligible for change of mind returns.
These conditions apply based on the date your order was placed, even if you lodge your return after 13 December 2026.
Outside Australia? Our standard Returns Policy continues to apply.
Orders Placed Outside Promotional Period
For Australian orders placed outside 1 November to 13 December 2026, eligible items can be returned within 28 days of delivery:
- Full-priced items: Eligible for a refund to your original payment method, store credit or a size exchange.
- Orders placed using a welcome code, promotional code or loyalty reward discount, or during a site-wide sale: Eligible for store credit or a size exchange only.
- Final sale and other ineligible items: Not eligible for change of mind returns.
Where available, exchanges are for a different size of the same item, subject to stock availability.
Return Conditions
To be eligible for a change of mind return, items must be:
- Returned within 28 days of delivery.
- Unworn, unwashed and unused.
- In their original condition, with all original tags attached.
Items may be declined if they show signs of wear or damage, including stains, strong fragrances or odours, pet hair, fake tan, makeup or oil marks.
All returns must be lodged through our Returns Portal before being sent back. Lodging your return provides proof of purchase. Returns that have not been submitted through the portal will not be processed.
Fayt The Label reserves the right to decline a return that does not meet these conditions. If your return is not accepted, we’ll notify you and send the item back to your original shipping address.
Return Shipping & Fees
For eligible online orders, you can add Pre Paid Returns (Checkout+) at checkout for a discounted cost. This covers return shipping if you later return an eligible item from your order or request a size exchange where exchanges are available.
If you don’t add Pre Paid Returns at checkout, the following fees apply when lodging a request through our Returns Portal:
- Return: $11.95
- Size exchange: $19.95, where available
Fees are subject to change.
The Pre Paid Returns fee is non-refundable, including if you choose not to return or exchange an item. Checkout+ does not change our return conditions or make an ineligible item eligible for return.
Store Credit
Store credits issued for eligible returns are valid for three years from the date of issue. The expiry date will be shown in your store credit notification and customer account.
Final Sale and Ineligible Items
The following items are not eligible for change of mind returns, refunds or exchanges:
- Items purchased from our sale page or marked as final sale.
- Pierced jewellery.
- Hair accessories.
- Samples and seconds.
Please choose carefully when purchasing these items.
International Returns
International customers must lodge their return through our Returns Portal before sending it back.
We’re currently unable to provide return shipping labels for international orders. You’ll need to arrange return shipping through your local postal service.
Faulty or Incorrect Items
Your rights under Australian Consumer Law continue to apply, including for faulty or incorrect items. Please contact our Customer Happiness team if you need help with an item.
Updated 27 October 2026
FREQUENTLY ASKED QUESTIONS
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Yes, we accept and process returns for online orders in store. Please note, online returns cannot be processed in store on sale days (eg. Black Friday, Boxing Day, EOFY).
There is no need to lodge your return through our online portal, simply bring your items into store.
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All Glazey Lip Oil purchases are final and cannot be returned for change of mind due to hygiene and sanitary reasons.
If you believe your item is faulty or there is an issue with your product, we’re here to help. Please contact our Customer Service team at customerservice@faytthelabel.com and we’ll assist you further.
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Return shipping costs for change of mind or incorrect fit are the responsibility of the customer and are non refundable.
For Australian returns, an $11.95 handling fee will be charged when lodging your return through our Returns Portal. A return label will then be generated and sent to you via email.
For international returns, our system is currently unable to generate return shipping labels. Once your return has been lodged through our portal, you will need to arrange return shipping through your local post office at your own cost. We recommend keeping your tracking details, as Fayt The Label is not responsible for returns lost in transit.
If you believe your item is faulty or you have received an incorrect item, please reach out to our Customer Service team at customerservice@faytthelabel.com and we will assist you.
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Yes, you can still return your items if they meet our return conditions.
However, orders placed using a welcome code, promotional code or during a sitewide sale are only eligible for a store credit or exchange. Refunds back to your original payment method are not available for discounted purchases.
Store credits issued for eligible returns are valid for three years from the date of issue. Your expiry date will be shown in your store credit notification and customer account.
All returned items must be unworn, unwashed, and have original tags attached, and must be lodged through our Returns Portal.
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For full transparency, processing returns is a significant cost for our business, and these costs are not built into the price of our products.
Processing a return involves a number of expenses, including staff time to inspect, process, repackage and restock items, as well as the cost of new packaging and barcoding.
We also use a returns platform called Loop, which involves a monthly subscription fee as well as a charge on each refund processed.
These costs add up quickly, which is why we are only able to offer refunds on full priced orders. In many cases, the cost of processing a return goes beyond just the refund amount itself.
We share this to provide transparency and help you make an informed decision at checkout, whether that’s using a discount code or purchasing at full price where a refund option is available.
If you have any questions, our Customer Service team is always here to help at customerservice@faytthelabel.com.
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PO BOX 32 Hunter Region MC NSW 2310
Please note all returns must be initiated in our returns centre before they are sent to us.
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All returns are first delivered to our PO Box, which can take 1 to 2 business days to be transferred to our warehouse.
Once your return has arrived at our warehouse, our team will usually process it within 48 hours during standard periods.
You will receive a confirmation email once your return has been processed.
Please note that during busy sale periods, processing times may extend up to 10 business days.
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We take pride in the quality of our products and are committed to meeting our obligations under Australian Consumer Law.
If you believe you have received a faulty item, please contact our Customer Care team at customerservice@faytthelabel.com as soon as possible with the following:
• Your order number
• A description of the fault
• Clear video of the item and faultAll faulty item claims are assessed individually by our team.
Please note the following:
• Items damaged as a result of normal wear and tear, improper care, misuse, accidental damage, or failure to follow garment care instructions will not be considered faulty.
• We reserve the right to request the item be returned for inspection before a resolution is provided.Where an item is confirmed to be faulty, we will offer an appropriate solution in accordance with Australian Consumer Law, which may include:
• A repair
• A replacement
• A store credit
• A refundThe solution will be determined based on the nature of the fault and product availability.
Faulty item claims to be submitted within 28 days of receiving your order, or within 28 days of a fault becoming apparent where the issue was not immediately visible upon delivery. Claims submitted outside of this timeframe may not be accepted.
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Our pieces are made from high quality fabrics and we recommend caring for them gently to keep them in their best condition.
We suggest either hand washing or using a delicates bag on a cold, gentle machine cycle with like colours. Always hang your items in the shade to dry, and take extra care with knitwear due to its delicate nature.
Fayt The Label is not responsible for damage caused during wear or washing. This includes but isn't limited to damage from washing machines, heat, steam, laundry products, dye transfer, or garments being caught during a wash cycle.
If your item has been damaged and you would like advice on how to repair it, please reach out to our Customer Service team at customerservice@faytthelabel.com and we’ll do our best to assist you.
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If you have received an incorrect item or incorrect size, please contact our Customer Care team at customerservice@faytthelabel.com within 28 days of receiving your order with your order number and a clear video of the item received.
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Yes, you can still return it, but please note our policy for secondary returns:
- Your First Return: For your initial return on an order, you are welcome to opt for an exchange, refund, or store credit (provided the item meets our standard return conditions).
- Your Second Return (An Item Already Exchanged): If you received an exchanged item and decide to send it back again, you will only be eligible for a store credit. We do not offer secondary exchanges or refunds on items that have already been exchanged once.
Please note: All returns, including secondary returns for store credit, must still be lodged through our online returns portal and meet our standard unworn, unwashed, and tagged conditions.
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If you have used your Afterpay Card to make a purchase in-store, any returns sent back to our warehouse via the online return process are only eligible for a store credit.
To receive a full refund to your Afterpay account, your return most be processed in-store.
This is due to Afterpay's Terms & Conditions, which specify that purchases made using the Afterpay Card must be refunded via the same method in-store.
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Once a pre-order is placed, it's locked in. We're unable to cancel orders due to a change of mind.
That said, if you need to swap your size, we've got you. Reach out to our customer support team as soon as possible with your order details and the size you're after, and we'll do our best to sort it before your order ships but please note that this is subject to availability.
HAVE A QUESTION?