Returns & Exchanges
Here to help you find your perfect fitTo lodge a return for an exchange or store credit, please use our Returns Portal. We don't offer refunds for change of mind, including incorrect size or fit, colour or print preference, or no longer wanting the item.
To ensure your item is eligible for return:
- Your return is lodged within 14 days of delivery
- Your item is unworn, unwashed and free of marks, stains and odours (including perfume)
- All tags are attached and it's returned in its original Forsoul garment bag
- Your item is not from our Sale collection or a promotional sale period, as these are final sale
Not quite the right fit? We offer complimentary alterations on eligible full-priced purchases — find out more.
What you'll receive
| Where you're based | Your options |
|---|---|
| Australia & USA | Exchange or store credit |
| All other countries | Store credit |
Store credit is valid for 3 years from the date of issue. We don't offer refunds for change of mind, including incorrect size or fit.
Exchanges — simply select your new size or style in the Returns Portal. Shipping on your new piece is at the customer's cost.
Final sale
The following purchases are final sale and can't be returned or exchanged for change of mind:
- Items from our Sale collection
- Any order placed during a promotional sale period (such as Black Friday), or using a discount code of 30% or more off full price
If your item arrives faulty, please see Faulty or Incorrectly Sent Items below.
Return shipping
Australia & USA
- Added Free Returns at checkout? Your return label is covered — simply follow the steps in the portal.
- Didn't add Free Returns? You can purchase a return label through the portal at our lowest partnered rates.
Free Returns covers the cost of sending your item back to us. Your return outcome (exchange or store credit) stays the same.
All other countries
Send your item back yourself, or purchase a label through the portal at our lowest partnered rates.
For all returns
- Once approved, you'll have 5 days to send your item back before your label expires
- Please use tracked postage and mark your name clearly on the parcel — we can't take responsibility for returns lost or damaged in transit
- Returns are processed within 2–5 business days of arriving with us
Questions
What if I placed my order during a sale?
Orders placed during a promotional sitewide sale period, including Black Friday, are final sale and aren't eligible for a return or exchange for change of mind. Our sale pricing reflects our biggest reductions of the year, so we recommend checking our size guide or reaching out for sizing help before you order.
Can I get a refund?
We don't offer refunds for change of mind, including incorrect size or fit. Eligible returns can be exchanged (Australia & USA) or returned for store credit, valid for 3 years.
Does Free Returns mean I'll get a refund?
Free Returns covers your return postage only. Your return outcome is an exchange or store credit, in line with our policy.
I used a discount code. Can I still return?
Orders using a discount code of less than 30% off, including our welcome code, are eligible for return within 14 days of delivery. Orders using a code of 30% or more off are final sale.
If you return a discounted item for store credit, your credit will be issued for the amount you paid. Any new items will need to be purchased at the price shown on our site at that time.
Please note discount codes can't be used on already reduced sale items.
Faulty or Incorrectly Sent Items
Please inspect your order on arrival. If anything is damaged, defective or not the item you ordered, contact hello@forsoulthelabel.com with clear photos of the issue so we can help as quickly as possible. Items damaged through incorrect garment care or general wear are not considered faulty.
For faulty items (inclusive of final sale items), you're entitled to a remedy under the Australian Consumer Law. Where a fault is major, you may choose a refund, replacement, or repair. Where a fault is minor, we may choose to repair, replace, or refund at our discretion. We'll aim to resolve faulty item claims within a reasonable timeframe once the issue is confirmed.
Order Cancellations & Pre-Orders
Once an order has been processed through our warehouse, we're unable to make any changes or cancellations. If you need to make a change, please contact us at hello@forsoulthelabel.com as soon as possible after placing your order.
Under Australian Consumer Law, we are not required to offer refunds for change of mind — including pre-order cancellations. We offer store credit for pre-order cancellations as a goodwill gesture.
Right of Withdrawal — EU Only
If you're ordering from within the European Union, you have the right to withdraw from your order within 14 days of receiving it, without needing to provide a reason, under the EU Consumer Rights Directive.
To exercise this right, email us at hello@forsoulthelabel.com within 14 days of delivery to notify us of your cancellation, including your order number.
Return shipping costs are the customer's responsibility. Once we receive your returned item, or proof that it has been shipped back to us, we'll issue your refund within 14 days.
This right applies to items purchased through our store, with certain exceptions such as digital products, perishable goods, sealed personal hygiene products, and personalised items, as set out under Article 16 of Directive 2011/83/EU.
Still Have Questions?
Our team is here Monday – Friday, 9am–5pm AEST.
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