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, for orders placed from September 16, 2024.

We gladly accept returns for a refund or store credit. Refunds are only available for full-priced items. Please note that Final Sale items are excluded from the Returns Policy.

Returns may be exchanged 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 will be unable to process 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 include your order number and full name in the subject line. Let us know which items you would like to return or exchange, and why. A member of our customer care team will respond within two (2) business days AEST to approve the items for return.

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

RETURN REQUIREMENTS

Purchases, excluding Final Sale items, may be returned. Returned styles are subject to rejection if they do not satisfy the following requirements:

• An item must be in original condition, with all tags still attached, including the hygiene seal.
• Items must not have been worn, washed, or altered in any way.

We do not accept returns for the following:

• Items received without authorisation from our customer care team.
• Items purchased on markdown or as Final Sale.
• Items that appear worn or smell of perfume, smoke, deodorant, or body odour.
• Items that are marked or damaged in any way, including by fake tan, deodorant, or makeup.

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

REFUND RETURNS

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

Refunds are only eligible for 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 process direct exchanges. Instead, please return your order for a refund and place a new order for the desired item.

If you would like to secure your exchange item first, please place a new order before shipping back your return. Then notify us of your new order number via email and ship your return back to us within fourteen (14) days of delivery. Once we receive your return, the item(s) will be refunded.

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

** Please allow 3 days for processing 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 customers, excluding the USA. The cost of return shipping depends on your location. Please email our customer care team to initiate a return. Include your pick-up address and phone number to request a quotation for a DHL return label. If you are happy with the cost, we will create the documents for you to attach to your package.

The cost of this label may be charged in one of two (2) 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, including both the 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 for any loss, theft, or damage during the customer return process. It is the customer’s responsibility to ship return items back using a reliable, secure, and trackable method.

ARE RETURNS FREE?

Returns are not free. The shipping cost of returning any item(s) for an exchange, credit, or refund is not covered or reimbursed by FELLA.

DISCOUNTED SALE ITEMS

SALE items may be returned for a size exchange. To exchange for another size, please repurchase the item(s) you would like and return the original SALE item for a refund. However, FELLA does not accept returns or exchanges on FINAL SALE items. We kindly ask that you consider this before committing to a purchase.

DAMAGED OR FAULTY ITEMS

While we hope this never happens, if you do receive damaged goods or experience a manufacturing fault, 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 the issue as quickly as possible.