Delivery & Returns
Due to the recent events of COVID-19 we are happy to announce at present we are still able to maintain shipping as normal within the UK and Australia. All orders will be dispatched the same day (if ordered before midday) otherwise the next day. Currently postal services (Royal Mail, Aus Post, Sendle) are running smoothly, however are somewhat strained at present due to high volume, so please be patient and allow a little more time than usual from date of dispatch.
Normal time frame - 1 - 2 days
COVID time frame - 2 - 5 days
However some parcels on rare occasions have been taking up to 2 weeks
Normal time frame - 2-4 days
COVID time frame - 4 - 7 days
However some parcels on rare occasions have been taking up to 2 weeks.
We are checking for updates with our postal services each day so please check back here for any changes or email us at firstname.lastname@example.org
For US and European orders, please check with us as it will depend on your country/state.
WHEN WILL MY ORDER SHIP?
All orders placed Monday - Friday will be dispatched within 24 hours. All orders placed after 12pm Friday will be dispatched the following business day. For consumer protection, all orders are subject for review. On occasion, this may cause a slight delay in processing your order. Your patience is greatly appreciated.
Note: Orders placed during weekends, special promotions and holidays may take additional processing time due to increased order volume. Please allow 1-2 extra days for order processing.
DO YOU SHIP TO MY COUNTRY?
Yes! We ship everywhere in the world.
HOW DOES INTERNATIONAL SHIPPING WORK?
Depending on your location, your order will either be sent from our shipping hub in Australia or the UK. Generally if you are located in the South Pacific region (Australia, New Zealand & South Pacific Islands) your order will be shipped from Australia via Sendle. For the rest of the world, your order will be shipped from the UK via Royal Mail or local courier.
Average total transit times are as follows:
- UK - 1-2 Days
- Australia - 2-4 days
- Europe - 2-4 days
- USA - 10-12 days
- Rest of World - 14-21 days
- Please bear in mind these are estimates only and delays can occur in transit or due to holds at your local customs office, so it may take longer for an order to be delivered.
Depending on your country of residence, and value of your order, local customs fees may apply to international shipments to customers NOT based in the following countries: UK & Australia.
We know that the customs office is not a fun place, but we need to follow their rules and fill out all customs forms properly by marking the package correctly and including the value of your goods. Otherwise, we risk having the shipment returned to us or being prohibited from shipping to that country. Any collection of customs fees goes to your government, not to Free Spirit. Since we do not have control over the customs authorities in your country and since fees vary from country to country, we recommend contacting your local customs office for more information about customs fees, duties and taxes, and how to avoid them. Most countries allow up to a certain value of goods into the country without any additional duties and taxes.
We offer express shipping for AUS & UK only. UK orders generally arrive the next day anyway, but purchasing express shipping (before 12pm!) will guarantee this. In Australia, all express orders will be sent via Express Australia Post, which cuts the transit time down from 2-4 days to 1-2 days. This can differ for addresses in remote areas. Please place express orders before 12pm to be dispatched the same day.
DO YOU SHIP TO PO BOXES?
Yes we can ship to PO Boxes. Please note that any PO Box addresses in Australia will be shipped to via Australia Post and not Sendle, and may take slightly longer than stated above.
NEED ADDITIONAL HELP?
Please contact us at the relevent email addresses below and we will be happy to assist you with any questions related to your order:
RETURNS & REFUND POLICY
If you are not 100% satisfied with your purchase, you can return any item for a refund or exchange within 14 days of receiving your original order.
PLEASE NOTE: IF YOU HAVE PURCHASED YOUR ITEM(S) AS PART OF A MULTI PURCHASE PROMOTION OFFER OR IN OUR "LAST CHANCE TO BUY" SECTION WE CAN ONLY OFFER AN EXCHANGE OF THE SAME VALUE AND NOT A REFUND. THIS DOES NOT INCLUDE OUR 10% OFF NEW SUBSCRIBER/BRAND AMBASSADOR DISCOUNTS ETC, AND DOES NOT AFFECT YOUR STATUTORY RIGHTS.
If you wish to return an item, please kindly inform us via email:
Australian Returns Address:
UK Returns Address:
We pride ourselves on our exceptional quality, but if you do find a fault with your item, please inform us asap and return it to us for inspection. If the item is deemed faulty we will offer a replacement or refund and will also refund your return postage costs, on proof of receipt.
ITEMS OUT OF STOCK
If the item is out of stock in the size or colour you have opted for, then an alternative will be offered or a refund issued instead.
If you want to exchange your item for a different one, please notify us via email:
and return the garment in it's original condition to the return address above, with your reason for returning and tell us what you would like to exchange it for. Once received we will post out your new / replacement item.
If you want to exchange for an item sold under a different product code, or the item you want is a different price to the price at which you bought the original product, then you'll need to return the unwanted item for a refund and place a new order.
We regret we cannot refund your postage costs for returned items.
We will refund the price you purchased your item at. This does not include sale items, but you can exchange. If you'd like a refund for your goods but you can't return them to us for any reason, then a refund for those goods will be at our discretion.
All goods will be inspected on return.
The goods are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way!
We are not responsible for any items that are returned to us by mistake.
We try hard to accept all returns and they don’t need to be in the original box or bag, as long as they're securely packed. Where possible, returned items should include tags and any packaging.
In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
If you have any further queries on returns and refunds, please contact us at: