RETURNS POLICY

At FELLA, we recognise the importance of customer satisfaction. Our updated Returns Policy ensures you can shop with confidence — allowing for easy Refunds* and Store Credits within fourteen (14) days of receiving your order (on orders placed from September 16th, 2024).

We will gladly accept a return for a refund or store credit. Please note Final Sale items are excluded from the return policy.

A return will be in exchange for a refund, or an online credit note / gift voucher (valid for one (1) year). Your item/s must be shipped back within fourteen (14) days of delivery. If the return exceeds twenty one (21) days, our customer care team is blocked from processing the exchange, and the return order will be shipped back to you at an additional charge.

To initiate a return, reply to your order confirmation email or contact customercare@fellaswim.com. Please make sure to include your order number and full name in the subject line. Let us know the items you would like to return/exchange and why. A customer care team member will respond within two (2) business days AEST to approve the items for return.

** Please allow 3 days for processing time once the package arrives at our returns centre.

RETURN REQUIREMENTS

Purchases excluding final sale can be returned. Styles returned are subject to rejection if they do not satisfy the following requirements:

• Item/s must be in original condition, with all tags remaining in place, including the hygiene seal.
• Item/s must not have been worn, washed or altered in any way.

We do not allow returns for the following:

• Item/s received without authorisation from our customer care team.
• Item/s purchased on markdown or final sale.
• Item/s that appear worn, smell of perfume, smoke, deodorant, or body odour.
• Item/s that are marked or damaged in any way. That includes fake tan, deodorant and makeup.

FELLA reserves the right to reject returns beyond the return period limit, or items which are not in the original condition in which they were received. If this is the case, the package will be simply returned back to the customer and any shipping costs involved will not be covered by FELLA.

REFUND RETURNS

Refunds are available, if returned within fourteen (14) days of delivery.

Refunds are only eligible on full-priced items.

Refunds are processed within 5 - 7 business days back to the original payment method once the return has been received by our warehouse.

Please note, that any duties paid are based on your local government requirements and are not eligible for refund or store credit.

EXCHANGE POLICY

FELLA cannot perform direct exchanges. Instead, return your order for a refund and re-purchase a new item.

If you would like to secure your exchange item first – please place a new order prior to shipping back your return. Then notify us of your new order number via email and ship your return back to us within 14 days of delivery. Once we receive your return, the item/s will be issued as a refund.

To initiate a return, reply to your order confirmation email or contact customercare@fellaswim.com. Please make sure to include your order number and full name in the subject line. Let us know the items you would like to return/exchange and why. A customer care team member will respond within 48 hours to approve the items for return.

** Please allow 3 days for processing time once the package arrives at our returns centre.

CAN I REQUEST A SHIPPING RETURN LABEL AND WHAT ARE THE COSTS?

Yes! This is available to the customers based in Asia and the Middle East only. The cost of the shipment is dependent on your picked location. Please email our customer care team to initiate a return. Provide your pick-up address and phone number, to request a quotation for a DHL return label. If you are happy with the costs, we will create documents for you to attach to your package.

The cost of this label could be charged in two (2) different ways:

• deducted from your credit / refund.
• or by credit card payment, billed separately.

You must have access to a printer in order to print the labels: both airway bill (AWB) and commercial invoice.

If you are located in another country, please contact customercare@fellaswim.com as per the above instructions and we will organise your return.

IF A PACKAGE IS LOST OR DAMAGED DURING A RETURN

FELLA cannot be held responsible in the event of loss, theft or damage during the customer return process. It is the responsibility of the customer to ship their return items back via a reliable, safe and trackable method.

ARE RETURNS FREE?

The cost of returns are not free. The shipping cost of returning any item/s for an exchange, credit or refund are not covered or reimbursed by FELLA.

DISCOUNTED SALE ITEMS

SALE items can be returned for an exchange in size. However, FELLA does not accept any returns or exchanges on FINAL SALE items. We kindly ask you to consider this before committing to a purchase.

DAMAGED OR FAULTY ITEMS

Whilst we hope this never happens, if you do receive damaged goods, or have a manufacturing fault occur, please contact us immediately at customercare@fellaswim.com with your order number and images of the fault and we will work with you to resolve it as soon as possible.