Refund policy
═══════════════════════════════════ RETURN & REFUND POLICY ═══════════════════════════════════
We want you to love what you ordered. If something is not right, here is exactly how it works. You have 30 days from delivery to start a return.
THE HYGIENE RULE, FIRST AND PLAINLY
Underwear and intimates (briefs, thongs, jocks, bodysuits and anything else worn against skin) can only be returned if they are unworn, unwashed, with tags attached and the hygiene seal intact. If the seal is removed or the item has been worn, we cannot accept a change-of-mind return. This is a hygiene standard, not a judgement.
Accessories (visors, face pieces, jewellery and masks) follow the same rule: unworn, tags on, original packaging.
CHANGE OF MIND
Eligible change-of-mind returns are issued as store credit (a digital gift card) once the return is received and checked. To start one, email us at shwnau@gmail.com with your order number and the item you are returning. Wait for our reply before posting anything, unapproved returns cannot be accepted. Return postage for change of mind is at your cost.
FAULTY, DAMAGED OR WRONG ITEMS
Different rules, better ones. Under Australian Consumer Law, if an item is faulty, damaged in transit, or not what you ordered, you are entitled to a remedy: replacement, repair or refund to your original payment method, depending on the failure. Email us within a reasonable time with photos and your order number and we will sort it quickly. Nothing in this policy limits your rights under Australian Consumer Law.
NOT RETURNABLE
Sale items and gift cards (change of mind), and any intimate piece with the hygiene seal removed, unless faulty.
EXCHANGES
We do not run direct exchanges. Return for store credit and reorder the size or piece you want. If you are unsure on sizing before you order, message us your measurements and we will tell you straight.
EUROPEAN UNION
Orders shipped to the EU have a 14-day cooling-off period from delivery: you may cancel or return for any reason. The same unworn, sealed, tags-on condition applies.
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