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delivery, returns, refunds & exchanges

delivery

All deliveries are made by registered courier/eParcel and will require a signature. A street address is best however if you do need to use a PO Box, Australia Post will leave a card that your parcel is awaiting collection. Please note that if you request an order be left at your specified address without a signature, we cannot take responsibility in the event that the order is reported to us as 'undelivered'. 

Postage is $10 Australia wide - or free for orders over $100 AUD. Australian deliveries have been calculated by amortising National Rates by eParcel which are based on cubic order size. If it is more cost efficient to send your delivery via a registered courier, we reserve the right to do so. From time to time, Foundling may offer free postage or alternatively free postage on orders which exceed a specified amount as a part of a promotional offer. If you return an item for change of mind purposes, the cost of our having posted the item will be deducted from your refund, unless the balance of your order (kept) exceeds the free postage criteria, ie. is $100AUD or more.

Please allow up to 10 days depending on the postcode to which the item/s are being sent and note that, during sales events or seasonal peaks, delivery may take longer than the indicative times above.

 

return to sender RTS: in the event that we have posted your item to the supplied address and the item is returned as non-deliverable or unclaimed (return to sender), foundling will notify you by the supplied email and the item will be kept on hold for 2 weeks. The RTS cost (AUD $10) plus the cost of reshipping must be borne by the customer (total AUD$20). If we have not received a reply from you after 10 business days, the item will be returned to inventory and no further claim / refund will be accepted by foundling.  Any international orders that are RTS will also follow the above procedure with the applicable international postage charges applied.

 

 

tracking your order 

When your online purchase is complete you will receive an email containing your order confirmation and delivery details. We will also provide you with a link that will allow you to track the status of your delivery at any time.

 

 

lost or damaged goods

If your order is lost or damaged in transit, please Contact Us  within 10 working days of placing your order so that we may assist you.  Please note that whilst every effort is made to assist our customers and proof of our having lodged the article is always available, we cannot take responsibility for items lost or misplaced by Australia Post.  

 

 

yes we ship just about everywhere

Foundling can send your international order to the following countries via Australia Post international e parcel services....Belgium – Canada – China – Croatia – Denmark – Estonia – France – Germany -  Hong Kong -  Hungary -  Ireland – Israel -  Japan - Korea, Republic of (South Korea) -  Lithuania – Malaysia – Malta – Netherlands -  New Zealand – Poland – Portugal – Singapore – Slovenia – Spain – Sweden – UK & the USA. And if you need it super quick, we can also send your parcel via international courier.  If your country is not listed in our International Shipping zones at checkout, please  Contact Us and we will happily advise you on international delivery costs and timings based on your particular order and postage preference. International customers may return non sale items within the specified period (to reach us no longer than 14 days from having received it).  Please note that applicable postage charges are not refundable. Please note that international shipments may be subject to local duty/customs/taxes which are the sole responsibility of the purchaser.

 

returns policy - something was wrong

Whilst we go to lengths to ensure that we maintain the highest quality control over our products, occasionally some things still manage to slip through the cracks, sorry.

 

Foundling will accept returns of any faulty or wrongly described merchandise once returned to the address below within 14 days of your having first received it (when your item is showing by eParcel as having been delivered to you) when accompanied by the original invoice.  Please notify us immediately of the problem so that we can make amends. For our international returns policy, please contact customerservice@foundling.com.au.

 

If you believe that your purchase has a fault, please email our Help Team on customerservice@foundling.com.au with your invoice number and the details of the fault and we will provide you with details about how to return the item. Shipping and handling charges are only refundable on faulty items. Please be aware it is at the discretion of the company to deem an item faulty

 

returns procedure - something was wrong

  1. Please note that to be eligible for ‘return’, items must be returned unwashed, unworn and unused in original condition with the tags attached & in the packaging in which they were received. We suggest you keep tags attached to your purchases until you are sure that you are happy with the purchase. Any items that are marked, soiled, damaged or different from their original state in any other way will not be accepted for return and/or eligible for a refund. Please note we do not take responsibility for damage or breakage caused by poor treatment of product or owner neglect. Please note only one exchange per style is permitted (excludes sales items).

     

  2.  please email customerservice@foundling.com.au to let us know that you intend to return the product and we can authorise the return

     

  3. Include a copy of your original invoice in your parcel.

     

  4. Post it back to the ‘Returns’ address which we will give you when we reply to your email.

    All returns will be processed within five to seven business days of receiving your parcel.

    As Foundling is not liable for the loss of an item before it is returned to us, we will ask you to send returns using registered mail, the cost of which will be reimbursed subject to inspection of the returned item. Please ensure your return parcel is securely packaged so as to protect the contents and both sender’s address and Foundling’s online return address are clearly displayed on the outside of the parcel.

     

    If you are returning an item which is faulty or incorrectly described and you would like an exchange, please email us and we will attempt to secure replacement items and, after your return has been processed, arrange the return postage on your behalf. If you would prefer, Foundling will arrange for a refund (see below).

 

 

faulty - returns refund policy

Once your faulty item has been received, approved and processed, the cost of your item will be refunded to the credit card or PayPal account used on your original purchase. If you are entitled to a refund we will notify you via email once your refund has been processed. Please allow 5-10 working days for this refund to show on your credit card or PayPal statement.

Please note: If the returned item is found to function as designed, but has been worn or is deemed unsalable due to wear or use, Foundling may, at is absolute discretion, refuse to process the request as a legitimate Return. In this instance, if you elect to have your item sent back to you, you will be sent a request for payment of postage, which will equate to the price of returning the item to you. Items found to function as designed will not qualify for any return postage costs reimbursement.

 

 

exchange or change of mind refund (not applicable to sale items)

If you decide what you have bought is not quite right, you are able to return the item within 14 days from when you received it for a full refund minus any applicable shipping charges we have incurred ($10) or the applicable international charge on your order. Alternatively, if you find that you need a different size or you would prefer a different item, you may return the original item (in saleable condition and in accordance with the ‘exchange eligibility’ as outlined below) and we will exchange for a different size or value item, provided a registered self-addressed, reply paid envelope accompanies the requested exchange (please keep the tracking number as your reference). Any discrepancy in cost will be advised to you via our customer service team. You might alternatively choose to exchange for an online Foundling Gift Voucher valued at a sum equivalent to your original purchase price, minus any postage costs.  Sale items are not refundable or eligible for exchange - so please use our size charts to measure carefully or contact us should you have any questions.

 

Please note that to be 'eligible for exchange or refund’, items must be returned unwashed, unworn and unused in original condition and must be accompanied by the original invoice within 7 business days of order receipt. The item must have the tags attached, must be returned in the original packaging in which it/they was/were received, and any items that are marked, soiled, damaged or different from their original state or in the case of vintage items, different from the way they were described online, will not be accepted for return and/or eligible for exchange. No sale items are eligible for change of mind refund.

 

Please contact customerservice@foundling.com.au who will authorise your return, provide the relevant address and assist with questions as to how to proceed with an exchange or refund.

 

Important Notes: Change of mind or size exchanges do not qualify for free return postage and will require you supply a registered, self addressed, reply paid envelope (please keep your tracking number as reference). Owing to health regulations, pierced jewellery can only be returned/refunded if the item/s are faulty or incorrectly described. 

 

procedure for exchange or refund

  1. Ensure that the product is unworn, unwashed, still has the tags attached and is still in its original packaging. (No items or garments that smell of perfume, deodorant, have make-up stains, pet hair or marks or that have been changed in any other way will be accepted for exchange). Please in the first instance, email customerservice@foundling.com.au so that we can authorise the exchange and provide the relevant address. 

     

  2. Enclose a copy of your order receipt noting what item/s you would like to exchange/refund including sizes if applicable

     

  3. Include a copy of your original invoice in your parcel. Remember that all items must be posted from you within 14 days of receipt (when you first received it from us).

     

  4. Post it back to the ‘Exchanges Address’ as advised to you by customer service (see step 1). If you have arranged to exchange your item for a different size, please ensure you enclose a registered, self addressed reply paid envelope in which the exchanged items can be sent back to you (please keep the tracking number as your reference).

    All Foundling Gift Vouchers issued as an exchange can only be used online and are valid for 12 months. The details of your Online Foundling Gift Voucher will be emailed through to you once your exchange has been finalised. The Online Foundling Gift Voucher will be for the value of your returned item as stated on your original invoice, minus any postage costs on your original invoice.

    All returns will be processed within five to seven business days of receiving your parcel. If you qualify for a refund, the amount refunded will be minus the shipping that we incurred in sending the original order - the cost of which is AUD $10, unless you have kept items that would otherwise have made you qualify for free shipping (ie over AUD $100).

     Please note that in accordance with health regulations, Foundling is not able to accept returns or exchanges on any garments which have been worn, leather goods that have been used or pierced earrings irrespective.

 

 

any questions...need help? 

We would be happy to help you. Please contact customerservice@foundling.com.auOur opening hours are Monday-Friday 9am-5pm (EST).