RETURNS POLICY2019-04-13T14:52:27+10:00

RETURNS POLICY

We hope you love your new Full Embrace purchase.

When your purchase arrives, try the item/s on with tags intact move around at home to see how they feel. Slouch on the couch to ensure a snug fit in all the right places.

Love it but it’s not quite the right fit? Or changed your mind and want to return it?

No worries!

We’d be happy to offer you a refund, as long as:

~  See full details of RETURNS CONDITIONS below  ~

Please note that we are currently unable to process exchanges through our online portal. To avoid disappointment, we recommend placing a new order for the item you would like to purchase and returning your existing item/s for a full refund to our returns address using our online returns portal.

IF YOUR ITEM/S MEET THE ABOVE CONDITIONS, HERE’S WHAT TO DO NEXT:

IF YOUR ITEM/S MEET THE ABOVE CONDITIONS, HERE’S WHAT TO DO NEXT:

If you receive something that you are unhappy with for any reason, simply return it to us within 30 days from date of purchase, in original condition and we will happily offer a refund (subject to returns conditions).

Please note that we are currently unable to process exchanges through our online portal. To avoid disappointment, we recommend placing a new order for the item you would like to purchase and returning your existing item/s for a full refund to our returns address using our online returns portal.

RETURNS CONDITIONS

We want you to be completely satisfied with your online purchase, therefore if you change your mind for any reason, we’ll gladly accept a return of any full priced item subject to the following conditions:

  • Items must be returned within 30 days from the order date.
  • Items must be unworn, unwashed, unaltered and in original condition
  • All labels and tags must be attached and undamaged as per original condition.
  • All items must not have any dirty marks, make-up or fake tan marks
  • All items must not smell of perfume, deodorant, cosmetics or washing power
  • Must not be marked as a SALE item on our website. Sale items can only be returned in cases where the product is faulty or the incorrect item is received.
  • Due to hygeine reasons, briefs/bottoms cannot be returned for refund (with the exception of a manufacturing fault).
  • If you qualified to receive a FREE GIFT with your order, it must also be returned in order for your return to be processed. Any orders returned without their GIFT will unfortunately not be accepted.

Full Embrace reserves the right to refuse a refund of goods if an inspection of the items shows that the item/s do not meet the above Conditions. Refused items will be returned to the customer and an additional AUD$20 will be charged to cover our administration and postage costs.

HOW TO RETURN AN ITEM

If your item/s meet the Returns Conditions (above), next you will need to submit a Returns Request Form.

Follow these simple steps:

  1. Log in to your account.
  2. From your MY ACCOUNT dashboard, select “My Orders”
  3. Click on the Order you wish to return, or click “view” on the right hand side.
  4. Select which item you’d like to return by clicking “REQUEST TO RETURN THIS ITEM”, or if you’d like to return the entire order, click “REQUEST TO RETURN ENTIRE ORDER” button at the bottom of the page.
  5. Complete the Returns Request by selecting the quantity of items and the reasons for wanting to return it.
    Please note: Please note that we are currently unable to process exchanges through our online portal. To avoid disappointment, we highly recommend that you place a new order for the item/s you would like to purchase (whilst available in stock), and return your existing merchandise for a full refund using this Returns process.
  6. Submit your Returns Request. We will email you once we have reviewed your request and advise you what to do next.
  7. If the Returns Request is approved we will email you about where to post your returning items (returns postal addresses currently in 3 countries – USA, Australia, Hong Kong).
  8. Print a copy of the Returns Request Approval email – this includes your customer details that we need to match up the returned item/s with your account. If you don’t have access to a printer, please hand-write all relevant details on a piece of paper to return with your items.
  9. Pack all items you would like to return in their original wrapping, make sure to include your printed email and seal all items in a secure carton or satchel.
  10. Post your return package to the returns address provided. For security and peace of mind, we strongly suggest using a tracked shipping service and/or purchase shipping insurance, as we are not liable for lost return parcels. Please allow up to 7-10 business days for us to receive your returned item.
  11. Once received in our warehouse, we will inspect the goods within 72 hours. If we are not satisfied with the quality inspection, we will notify you.
  12. We will email you confirmation of your refund back to your original payment method.
  13. We do not currently offer a free returns service. We recommend using tracked shipping service and/or purchase shipping insurance as we are not liable for lost return parcels. If any of the items in your order were faulty, damaged or incorrect, please contact our customer service team for assistance.

WHERE CAN I RETURN MY ITEM/S TO?

Returns postal addresses are currently available in the following locations: USA, Australia and Hong Kong.
We will advise the full address details after you have submitted your Returns Request.

Please note:

Delivery costs are non-refundable. You must cover the cost of any items sent back to us, unless the item/s are purchased via a specific promotional code that includes free returns shipping.

Refunds will only be made by the original payment method and may take up to 7-10 business days.  Full Embrace does not provide cash refunds under any circumstances.

Full Embrace cannot be held responsible for items that have not reached us. We do not hold any liability for lost packages or goods damages in transit. For security and peace of mind, we strongly recommend that you post returned items via a tracked shipping service and/or purchase shipping insurance.


EXCHANGES

We’re currently unable to process exchanges directly through our online portal.

To avoid disappointment, we highly recommend that you place a new order for the item/s you would like to purchase (whilst available in stock), and return your existing merchandise for a full refund using the above Returns process.

SALE ITEMS

Please choose carefully to ensure that you are happy with any items you purchase on sale. Any items bought on sale at a discounted rate are not eligible for a refund, unless the item is faulty or if the incorrect item is received.

FAULTY ITEMS

We are proud of the design and quality of all of our products, however sometimes manufacturing faults can occur. The buyer is responsible for inspecting the goods for fault and notifying us within 7 days of receiving the goods should there be a fault. If you believe that your garment has a manufacturing fault, you can contact us via email info@fullembrace.com.au or submit a Returns Request and upload photos of the fault. One of our quality assurance team members will contact you to determine the best course of action.

INTERNATIONAL RETURNS CONDITIONS

Same as the above Returns Conditions. Full Embrace is not responsible for international deliveries which cannot be traced, and we will not issue a replacement or a refund in the event the parcel is lost. We strongly recommend you select a ‘signed for’ or ‘trackable’ method to be confident about delivery. As we are reliant on external delivery networks we cannot guarantee delivery timescales.

We are not liable for customs clearance fees in your country as well as holding times of your packages by customs. We are not liable for wrong information given to us when shipping information is asked at check-out point. Please make sure all shipping information is correct before finalising your order. We are not required to provide a refund if you do not enter the correct shipping address.   International shipping may incur local import taxes and duties on goods entering the destination country. Customers are liable for any such customs charges that may be applicable.


PAYPAL RETURNS

If you have placed an order with us through Paypal it is your responsibility to notify us that you would like to return an item. Please refer to https://www.paypal.com/au/webapps/mpp/ua/generalconditions for further information. All items to be returned as per our Full Embrace Returns Conditions.

FURTHER QUESTIONS?

Please email us at info@fullembrace.com.au and we’ll get straight back to you.