If you've got a question for us, feel free to reach out using our live chat. 

Our customer service team are available to help with your questions during the below hours:
8:30am - 5pm AEST Monday to Thursday
8:30am - 3pm AEST Friday

For support from our customer care team, feel reach to give us a call!

AFENDS

WHAT'S THE GREEN FRIDAY DISCOUNT?

WHAT ARE YOUR SHIPPING COSTS & TIMEFRAMES?

WHEN WILL MY ORDER BE SHIPPED?

WHAT'S YOUR RETURN POLICY?

CAN I ADD TO MY CART BEFORE THE SALE?

CAN DISCOUNT CODES BE USED DURING THE SALE?

WHAT'S THE QUICKEST WAY TO CHECKOUT?

CAN I CHANGE/CANCEL MY ORDER?

CAN I CHANGE MY ADDRESS FOR MY ORDER?

DO I HAVE TO PAY DUTY CHARGES OR IMPORT TAX ON INTERNATIONAL ORDERS?

I HAVE AN ISSUE WITH MY ORDER, WHAT SHOULD I DO?

WHERE CAN I FIND MY ORDER NUMBER?

HOW DO I TRACK MY PACKAGE?

HAVE YOU RECEIVED MY RETURN?

HOW LONG ARE STORE CREDITS VALID FOR?

I WAS ISSUED A STORE CREDIT BUT CAN NOT FIND IT

WILL THE SALE BE IN STORE TOO?

HOW DO I CONTACT AFENDS?

GREEN FRIDAY 26'

DELIVERY & SHIPPING COSTS

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

SHIPPING DURING SALE PERIODS

CAN MY ORDER BE SENT TO A PO BOX OR PARCEL LOCKER?

WHY DIDN'T I RECEIVE TRACKING OR A SHIPPING CONFIRMATION?

WHY IS MY TRACKING SHOWING AN ESTIMATE OUTSIDE THE DELIVERY WINDOW?

WHY HASN'T MY TRACKING UPDATED?

DO I NEED TO SIGN FOR MY PARCEL?

WHAT HAPPENS IF I MISS MY DELIVERY?

MY ORDER SAYS IT'S DELIVERED BUT I CAN'T FIND IT

I WANT TO REFUSE MY PARCEL

WHAT IF MY PARCEL IS RETURNED TO SENDER?

DELIVERY & SHIPPING

SALE ITEM RETURNS

RETURN POLICY

WHAT ARE YOUR RETURN OPTIONS?

HOW LONG DO I HAVE TO RETURN?

WHAT REFUND OPTIONS DO YOU OFFER?

HOW LONG ARE GIFT CARDS VALID FOR?

CAN I RETURN AN ITEM PURCHASED FROM AN INDEPENDENT RETAILER?

I RECEIVED A FAULTY ITEM, WHAT DO I DO?

I RECEIVED THE WRONG ITEM, WHAT DO I DO?

Return Policy

CAN I USE A DISCOUNT CODE ON MY EXCHANGE?

WHY DID MY EXCHANGE ITEM GO OUT OF STOCK?

WHY DOES MY EXCHANGE ITEM SHOW ITS OUT OF STOCK BUT ITS AVAILABLE ON THE WEBSITE?

WHERE HAS MY EXCHANGE CREDIT GONE?

WHY WAS I CHARGED FOR MY INSTANT EXCHANGE?

HOW MANY FREE EXCHANGES CAN I RECEIVE?

WHEN WILL THE $1 HOLD FOR MY INSTANT EXCHANGE BE RELEASED?

Exchanges

CAN I EDIT MY RETURN ONCE ITS BEEN LODGED?

MY ORDER CANNOT BE FOUND WHEN I TRY LODGE IT

HOW CAN I CREATE A RETURN?

WHERE CAN I FIND MY RETURN LABEL?

Lodging my return

WHEN WILL MY RETURN BE PROCESSED?

WHEN WILL MY REFUND BE ISSUED?

MY CARD HAS BEEN CANCELLED, WILL I STILL RECEIVE MY REFUND?

Return processing

HOW DO I SHIP MY RETURN?

CAN I USE MULTIPLE RETURN IN ONE PACKAGE?

CAN I RETURN WITHOUT THE ORIGINAL PACKAGING?

Return Shipping

RETURNS

CAN I EDIT OR CANCEL MY ORDER?

WHY DIDN'T I RECEIVE AN ORDER CONFIRMATION EMAIL?

CAN I GET A TAX INVOICE FOR MY ORDER?

CAN I CHANGE MY PAYMENT METHOD ONCE MY ORDER HAS BEEN PLACED?

ORDER ASSISTANCE

HOW OFTEN DO YOU RESTOCK?

DO YOU USE SUSTAINABLE PACKAGING?

CAN I PURCHASE A GIFT CARD?

ARE YOUR PRODUCTS SUSTAINABLE?

HOW DO I FIND MY BEST SIZE?

PRODUCT QUESTIONS

WHY ISN'T MY DISCOUNT CODE APPLYING TO MY ORDER?

WHY ISN'T MY GIFT CARD WORKING?

CAN I USE MULTIPLE DISCOUNT CODES & GIFT CARDS?

WHAT PAYMENT METHODS DO YOU OFFER?

HOW DO I REDEEM MY AFENDS GIFT CARD?

I SIGNED UP TO THE NEWSLETTER, WHERE CAN I FIND MY DISCOUNT CODE?

CAN I UPDATE THE EMAIL ADDRES ON MY ACCOUNT?

WHERE CAN I FIND MY GIFT CARD?

CAN I CHECKOUT MY LOCAL CURRENCY?

CAN I USE MULTIPLE PAYMENT METHODS?

HOW DO I UPDATE MY MARKETING PREFERENCES?

CHECKOUT & ACCOUNT

When customer asks about the impact of discount codes on return eligibility

WHEN a customer asks if items purchased with a discount code are eligible for refund to original payment method or only store credit:

<p>WHEN a customer asks if items purchased with a discount code are eligible for refund to original payment method or only store credit:</p><ul><li>IF the items were full-priced and the discount code only provides a discount without making items promotional sale items, THEN inform the customer that those items remain eligible for refund to the original payment method provided they meet the return requirements.</li><li>IF the item is considered promotional sale or the discount rules are unclear, THEN collect order details and escalate to a human agent and inform the customer that their request has been forwarded for review.</li></ul>

All articles

Categories