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.
Exchanges & store credit
Exchanges — select your new size or style in the Returns Portal. Outbound shipping on your new piece is at your cost, at the available rates for your country (see our Shipping page). This applies to every exchange, including orders with Free Returns.
Store credit — valid for 3 years from the date of issue.
Sending your item back
- Added Free Returns at checkout? Your return label is covered — just follow the steps in the portal.
- Didn't add Free Returns? Purchase a label in the portal at our lowest partnered rates, or send your item back yourself.
Labels expire 5 days after your return is approved. If choosing to send back your return yourself, please use tracked postage and mark your name clearly on the parcel, as we can't take responsibility for returns lost or damaged in transit. Returns are processed within 2–5 business days of arriving with us.
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.
Questions
Can I get a refund?
Not for change of mind, including size or fit. Eligible returns can be exchanged or returned for store credit, valid for 3 years.
Does Free Returns mean I'll get a refund?
No — Free Returns covers your return postage only. Your outcome is still an exchange or store credit, and shipping on an exchanged piece is charged separately.
What if I ordered during a sale?
Orders placed during a sitewide sale, including Black Friday, are final sale. These are our biggest reductions of the year, so we recommend checking our size guide or reaching out for sizing help before you order.
I used a discount code. Can I still return?
Yes, if your code was less than 30% off (including our welcome code) and you return within 14 days of delivery. Codes of 30% or more off are final sale.
Store credit is issued for the amount you paid, and new items are charged at the price shown on site at the time. Discount codes can't be used on sale items.
Faulty or Incorrectly Sent Items
Please check your order on arrival. If anything is damaged, defective or incorrect, email hello@forsoulthelabel.com with clear photos and we'll help as quickly as possible. Damage from incorrect garment care or general wear isn't considered a fault.
Faulty items (including final sale) are covered under the Australian Consumer Law. For a major fault, you may choose a refund, replacement or repair. For a minor fault, we may choose to repair, replace or refund. We'll aim to resolve claims within a reasonable timeframe once the issue is confirmed.
Order Cancellations & Pre-Orders
Once an order has been processed through our warehouse, we can't make changes or cancellations. If you need a change, email hello@forsoulthelabel.com as soon as possible after ordering.
Under the Australian Consumer Law, we aren't required to refund change-of-mind cancellations, including pre-orders. As a goodwill gesture, we offer store credit for pre-order cancellations.
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 giving a reason, under the EU Consumer Rights Directive.
To exercise this right, email us at hello@forsoulthelabel.com within 14 days of delivery with your order number. Return shipping is at your cost. We'll issue your refund within 14 days of receiving your item, or proof that it has been sent back.
Certain exceptions apply, 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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