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

Once an instant exchange is booked, customers have 14 days to ship the return parcel with the provided return label before a charge is applied.&#xA0; If the return parcel has been dropped into a post box but hasn&apos;t received a tracking scan, our team will issue a refund upon arrival. If the return parcel has yet to be shipped, this can be posted within 30 days, and a refund will be issued upon arrival.&#xA0; Please note, a refund will only be issued if all items meet our return criteria.

Once an instant exchange is booked, customers have 14 days to ship the return parcel with the provided return label before a charge is applied. If the return parcel has been dropped into a post box but hasn't received a tracking scan, our team will i

WHY WAS I CHARGED FOR MY INSTANT EXCHANGE?

Returns

Exchanges

DELIVERY & SHIPPING COSTS

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

SHIPPING DURING SALE PERIODS

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

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

WHEN WILL MY ORDER BE SHIPPED?

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

HOW DO I TRACK MY PACKAGE?

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?

HOW MANY FREE EXCHANGES CAN I RECEIVE?

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

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? - Loop

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

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

CAN I EDIT OR CANCEL MY ORDER?

WHERE CAN I FIND MY ORDER NUMBER?

WHY DIDN'T I RECEIVE AN ORDER CONFIRMATION EMAIL?

CAN I CHANGE MY ADDRESS FOR MY ORDER?

CAN I GET A TAX INVOICE FOR MY ORDER?

HOW DO I CONTACT AFENDS?

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

WHY WAS I CHARGED FOR MY INSTANT EXCHANGE?Updated 3 days ago