Returns

PLEASE READ CAREFULLY SO YOU ARE NOT DISAPPOINTED WITH YOUR PURCHASE

 THIS POLICY BELOW IS FOR ONLINE PURCHASES ONLY

  

RETURNS:

Am I able to receive a refund?

Yes! We do refund full priced items for online purchases, however conditions do apply for some promotions.

The products below are ineligible to be returned for hygienic reasons.

Earrings | Bloomers or Underwear | Skincare & Beauty Products - 

I'm in Australia, so how quickly do I need to return my item?

Products returned within 14 days of delivery date are eligible for a refund. After 14 days, we will email you a credit up to 28 days of receiving your order.  

Do you exchange sizes?

To keep our order processing streamlined, we do not offer exchanges. 

I'm from overseas, so how long do I have to return my item?

International Customers, we accept returns for refund up to 21 days from delivery date of your order.

We will happily credit you up to 40 days after receiving your order.  If there are difficulties with return transit delays, please feel free to contact us and we will assist you.

My purchase was a SALE ITEM, can I return it?

Yes you can within 14 days from your delivery date,  You will be emailed a store gift card to use online.  We do not offer refunds for sale items and we cannot accept returns for sale items received after the 14 day return window.

I purchased my item using a DISCOUNT CODE from a flash sale or promotion, can I return it?

Unless otherwise stated on the promotion advertisement or marketing material, you can return your purchase within 14 days from your delivery date for a store credit.  We urge you to always check promotion terms before purchasing so you aren't disappointed.

Do you refund shipping?
We do not refund shipping costs, however you may like to take advantage of Paypal's shipping offer here.

Why was I not refunded the full amount of my purchase?

If you received Free Shipping when you ordered with us, we will deduct $10 from your purchase amount to cover our costs of shipping to you. 

 

HOW TO RETURN?

What do I need to know before returning my item?

Please return your item unworn with tags still in place to be eligible for a full refund.  

We cannot accept: items that are soiled or smell of perfume (indicating extended wear) or products that cannot be resold 'as new'.

PLEASE FILL OUT OUR RETURNS FORM AND SUBMIT (CLICK)

(Once this is sent to us you may go ahead and post your items back to us).

How do I pack my item?

We kindly request care taken in packaging your order so it arrives undamaged. Items returned showing lack of care in choice of packaging resulting in damage to the item and unable to be sold 'as new' can't be accepted.

The Freedom State cannot be responsible for items not received/or no tracking included, so we kindly suggest you opt for 'registered post' or post with 'tracking' with Australia Post to ensure delivery.  Let us know if you need any assistance with this.

Please include information of your order: NAME/ORDER NUMBER so we can process the information promptly. You will receive an email confirming your refund has been processed via the same payment method you used to purchase your product.

 

OH NO! I THINK MY PRODUCT IS FAULTY!

What do I do if I think my product is faulty?

We understand this is a stressful time for our customers, and we will endeavour to find a solution for you as soon as possible.  Please contact us as soon as possible to get the process going by emailing us on info@thefreedomstate.com.au.

Please check warranty information HERE for Valley Eyewear products.

Is there anything else I need to know before returning my item?

PLEASE NOTE: We will not accept returns for credit/refund for items that appear to be unpicked at the seams- we will repair and return these to you (these include sale items).

What happens after I return my product?

Please understand that the labels reserve the right to inspect all products before accepting our returns, and your item may require being sent to the label for inspection, so please allow for this potentially to be the case.  We aim to make this process as quick as possible.

 

What happens next?

Upon the receipt of your package, your products will be examined and a credit or full refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.

 

Late or missing refunds:
Please understand that we issue refunds as soon as your refund request is approved - that means that the money leaves our account immediately. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. We have seen some credit card companies take up to 30 days to show that the refund has been put back on the card. If you’ve done all of this and you still have not received your refund yet, please contact us.

 

WHERE DO I SEND RETURNS?

 

 FOR ANY OTHER RETURN QUERIES

 How do I return a purchase made in-store?

Please see our Burleigh Heads store staff for assistance or call 07) 5535 4000

Please email us your query and we will get back to you as soon as possible to info@thefreedomstate.com.au.