Returns & Exchanges
Here to help you find your perfect fitIf you change your mind for any reason we are more than happy to accept a return on your purchase for a store credit note or exchange within 14 days of the purchase date. Store credit notes are valid for 3 years from the date of issue.
Please note that items from our Sale Category are final sale and cannot be returned or exchanged.
Promotions
From time to time, Forsoul The Label may offer promotional pricing, discount codes, or sitewide sales. Any order placed during a promotional sale period, or using a discount code resulting in 30% or more off the full retail price, is considered a promotional purchase and is final sale — not eligible for return or exchange.
Not quite right? We offer complimentary alterations — find out more.
How Returns Work
All return requests must be submitted through our Returns Portal within 14 days of delivery. Once approved, you'll have 5 days to send your item back before the return label expires.
- Items must be unworn, unwashed and in original condition with all tags attached and returned in their original Forsoul garment bag
- Once we receive your item, we'll process your return within 2–5 business days
Exchanges
Available for Australia & USA orders only. Select your exchange item in the Returns Portal. Please note outbound shipping on the new item is at the customer's cost.
All other international orders are not eligible for exchange — these are processed as a store credit return through the Returns Portal instead, where you can then repurchase your correct size or style.
Return Shipping
Australia & USA orders. If you selected Free Returns at checkout, your return label is covered — simply follow the steps in the Returns Portal. Didn't add Free Returns? You'll need to purchase a return label through the portal at the lowest available rate through our partnered shipping services.
All other international orders. The Returns Portal gives you the choice to package and ship the item back yourself, or purchase a label through the portal at the lowest available rate through one of our partnered carriers.
Faulty or Incorrect Items
Inspect your order on arrival — if damaged, defective or incorrect, contact hello@forsoulthelabel.com immediately. 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
If you need to cancel an order, please contact us as soon as possible at hello@forsoulthelabel.com. Once an order has left our warehouse we are unable to make changes or cancellations.
Under Australian Consumer Law, we are not required to offer refunds for change of mind — including pre-order cancellations. We offer store credit for 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.
