Oh no, you’ve had some misfortune and need to make a return? We want you to be 100% happy with your purchases from Shop Fortune, so we aim to make any returns as easy as possible!
We can turn your fortune around, and offer;
- 24 hour customer resolution
- 45 day returns
- You can return your item for an exchange, refund or 110% store credit*
- Easy Returns process - Just download our Returns Slip and post your parcel back to our returns address.
We prefer that our customers avoid online shopping misfortunes and although we take great care in providing measurements in our sizing guides, we recognise that sometimes, things can go wrong! Therefore we can turn your fortune around and offer to exchange styles or sizes on qualifying merchandise. Within a 45 day period from your delivery date, simply fill in the easy to use form and send it, along with your invoice and product/s, back to us to exchange ( returns must be received within 45 days of delivery date). Prior to sending your items back, it is usually a good idea to let us know what you would like to exchange the item for so we can place it on hold for you. This can be done via email firstname.lastname@example.org or by telephone on 0450 188 003.
To send your products back to us, follow these easy steps (please note that customers are responsible for the cost of return shipping):
1. Simply send the unworn item back in original packaging or your own packaging within 45 days of purchase date, and we will exchange your item, apply a store credit or refund the cost of the item minus shipping costs ( time limits apply)
2. Fill Out & Print our Retuns Label, or send an email to email@example.com with your Order Number, Name and Reason for Return.
1. Post the item back to our warehouse address.
2. Keep a record of your tracking number for proof of lodgement.
3. Please ensure the item is unworn, unaltered and free of damages. Original tags must be attached, and items must be in original packaging.
- Exchanges are offered on original orders received back to us within 30 days from the delivery date (i.e. you cannot return an exchange order and receive a second exchange order) and must be processed at the time of requesting your return via the link below
If you are needing to exchange item or size and need an exchange processed within 2 weeks, we suggest that you place a new order online so that you receive your exchange item in time for your event, and then send your unsuitable item back to us for a refund. If you have plenty of time before you need your exchange item we can do a direct exchange for you.
Orders over $99 will receive free postage on exchange item, however we do not refund shipping costs or the cost to return the item to us.
STORE CREDIT RESOLUTION
- Store Credit (Gift Card) is the default return resolution and offered on all orders received back to us within 21 days up to 45 days from the delivery date.
- Customers will receive a 110% store credit * An additional 10% of full item cost
- Gift cards have a validity period of 3 years (36 months) and cannot be extended after expiry
- Gift Cards are not redeemable for cash and cannot be applied on previous or existing orders
- Refunds are offered on all orders received back to us within 21 days of your delivery date.
- If refund is chosen, a shipping fee of $9.99 will be deducted from refund if free shipping was applied to the order.
- The purchaser is responsible for the cost of sending the item back to us. We do not refund shipping costs or the cost to return an item to us.
- We strongly recommend obtaining/recording tracking on your return parcel, as we cannot process a return without physical goods or proof of delivery.
- Returns will be processed within 3-14 business days upon receipt at Shop Fortune HQ.
- Refunds are processed weekly, and all refunds are made back to the payment method used to pay for the order in the first place. If you paid by credit card, we do not need your details again as we will return your payment to your credit card directly through our bank. Paypal payments are returned to you directly via Paypal and we do not need any additional details from you.
- Orders placed using Afterpay that are being returned for a refund will incur a surcharge of 6% of the total order. This surcharge will be deducted from the refunded amount. We apologise for this an unavoidable fee from Afterpay.
- Customers will be charged $14.95 for parcels marked 'RTS' or 'Return to Sender' and returned at our cost without our authority.
We're woeful that your Fortune didn't work out for you, but here's the good news: you get 45 days to return your items starting from the day you receive your item. Now your fortune has changed!
However, here is the fine print. In order to receive your exchange, store credit or refund, you must meet the following conditions:
- The item must be received back within 45 days of you receiving your parcel.
- Last Chance Sale or Final Items are not subject to a return or refund.
- All returns must be received in their original condition, unworn, unwashed and with all tags and hygiene seals intact (if applicable). Any goods or garments that have been damaged or altered from their original condition are not eligible for return, including faulty garments.
- No makeup or fake tan marks, lotion or body glitter. No human & animal/ pet hair on them. Items must not be soiled or stained. Items must not smell of smoke, body odor or perfume.
- Panties and Items of Intimate Nature, Unsealed Hosiery, Unsealed body stockings, Unsealed Wigs, and other Items with tags removed will not be accepted. Due to the nature of some of our products, we cannot accept a return on these items for hygiene reasons.
- Customers must complete the returns form that came with your order - or download a new one by clicking this link
- Gift Cards are non refundable or redeemable for cash
- We inspect all return items and any returns that fail to comply with the above conditions will be sent back to the customer at the customers expense. Postage will be paid by the customer.
- We will not refund any delivery fees that you have paid at purchase to have the product delivered to you; this is subject to your rights under the Australian Consumer Law.
- Please note, at this time during COVID-19 we are not accepting returns on international orders.
ITEMS THAT CANNOT BE RETURNED
For hygiene reasons, we cannot accept returns on the following products if you have changed your mind or for sizing/fit, where applicable.
- Hosiery/ Panties/ Lingerie/ Bedroom costumes or any items including panties.
- Wigs if they have been opened
- Make-up/cosmetic products (i.e. self tanning lotion, body lotion, lipstick, body jewels etc)
- Any other items that are of a personal nature
- Last Chance Sale Items
- During COVID-19 we do not accept returns on international orders.
- Fraudulent returns in the category of wardrobing, wear and return, or when a consumer buys merchandise, uses it briefly, and returns it for a full refund are not permitted. Consumers who practice this are commiting online shoplifting by purposely returning the non-defective item, effectively having used it at no cost. Any customers found to have been using wardrobing return fraud will not be granted a refund and you will be blacklisted as a customer. Our team check social media profiles to ensure wardobing is not comitted prior to refunding.
CAN I CANCEL MY ORDER?
Due to the fast paced nature of our warehouse operations we are unable to cancel orders once confirmation has been received. Should you wish to return any items from your purchase you may do so following the instructions for returning an item.
DO NOT THROW IT AWAY!! Upon receiving your item/s, If you aren't 100% sure that you won't be returning it to us....... DON'T THROW AWAY THE PACKAGING! This includes any outer packaging eg. plastic bags, covers etc plus anything else that forms a part of identifying the item such as tags and card inserts.
All the packaging forms part of the product as a whole, as it has been sold to you. If a product is returned without a piece of packaging, it means the item (as it's intended purpose) is incomplete. The packaging is extremely important as it used to confirm the product, the description of the product and the genuity of the product. The product packaging is used in our warehouse to identify the products. Without the packaging we cannot store the product in the warehouse, nor can we re-sell it as a genuine product.
If returning any products for refund or exchange - ALL packaging MUST be included in your return, in an undamaged, original condition.
FAULTY OR INCORRECT ITEMS
So you’ve hurried to collect your parcel, ripped it open.. And oh, oh… it’s faulty. We know, it feels really unfortunate when you receive an item that didn't meet your expectations, and we’re sorry. We want you to feel just as confident in our product, as you do about yourself, so we are happy to fix it up for you as quickly as possible!
If you receive an item that is defective or not what you ordered, please contact us as soon as possible on firstname.lastname@example.org.
In your email, We ask that you please provide as much detail as possible, including photos so that we can quickly and thoroughly investigate your faulty item.
We will cover the costs for postage for you to return the item, or we may decide for you to dispose of the item and offer you a refund.
If we ask you to return the item, please ensure the faulty item is not worn, altered or manipulated in any form, and tags have not been removed . If these conditions are not complied with, we will be unable to accept the item back as we will not be able to return it to the manufacturer on your behalf, and therefore will not be able to accept a return of the product.
If you discover that your product is faulty before you use it, please contact us to discuss the issue, we will do everything we can to rectify the situation.
However, if you go ahead and use, alter or in any way manipulate the product even though it is faulty, you are then accepting that the product is 'fit for the purpose' that you purchased it for, and it is no longer returnable. So, please DO NOT USE a product if it is faulty as we will not be able to return it to the manufacturer on your behalf, and therefore will not be able to accept a return of the product.
Please note that occasionally manufacturers will slightly alter the appearance or the fabrics used for a product depending on what is available to them during the manufacturing process. This can often occur without our knowledge and due to the large quantity of stock we hold we are not able to individually check each item. When we are made aware of instances like this, we will immediately alter any product listings on the website to coincide with any changes, however this is not always possible. Products that fall under this flag are not deemed as faulty as they have been produced as specified by the manufacturer and are fit for wear. To determine a fault a product shall present with a structural form, a breakage or an appearance which deems the product unfit for its intended use.
FREE SHIPPING & RETURNS
Please note that we do not refund shipping costs or the cost to return an item to us. If an order recieved free shipping and the order or part of an order is returned for a refund, and the balance of the order that is kept by you then adds up to less than $99, a $8.99 shipping fee will be deducted from the refund.
Afterpay payments - Please be aware that Afterpay is a separate entity to us, and the agreement you enter into for payment installments will continue until will have processed your refund.
If you are returning only part of your order, the refund amount will be deducted from your final instalment. Once we have received your return items we will notify AfterPay that your return has been processed, Afterpay has a system in place to deal with part order refunds.
If you have an instalment payment due to be deducted by Afterpay prior to your refund being processed, we do recommend that you continue to have sufficient funds in your nominated account so Afterpay can deduct the neccessary payment. This will avoid being charged an 'unavailable funds' fee from Afterpay. Any payments you make to Afterpay will still be refunded back to you as soon as your refund has been processed.
**Important, Please Note – Orders placed using Afterpay that are being returned for refund, will incur a surcharge of 6% of the total order. This surcharge will be deducted from the refunded amount. We apologise for this inconvenience however; this is an unavoidable fee charged by Afterpay.
This extended shipping policy was updated 12.00pm on 22nd Sept 2022 AEST and applies to all orders placed after this date.