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Faqs


Please find below some of our most Frequently Asked Questions. If your question isn't answered here please email Customer Care for more assistance.

 

 

Garments & Care 
 
What if an item is not the colour that I thought it was?

 

Please bear in mind due to different computer monitors/calibrations colors may vary slightly from the picture. Although every effort is made to photograph garments in truest form and describe these in detail, we cannot guarantee every monitor will accurately depict the actual color of the product.  

 

How do I care for my Faithfull the Brand garments?

 

Each Faithfull piece is hand made and hand dyed. Attached to each garment is our care label that will provide you care instructions for your new item. We recommend to hand wash in cold water and do not iron. 

 

 

Ordering 

 

What currency are your prices in?
As you are visiting our US Store all prices displayed are in US dollars (USD).

 

How do I know which size will fit me best?

 

The Size Guide serves as a general guideline for helping you find your correct size fit. Please bear in mind our silhouettes do vary from a slim to oversized fitting – so please always check the description. If you have any questions regarding a fit of a garment please email Customer Care before purchasing.

 

What if I need to change or cancel my order?

 

Once an order is placed, we’re unable to make changes as the shipping process has already started. Our orders are processed immediately so once an order ships we are unable to cancel this.
If you do need us to cancel your order please email Customer Care right away including your order number and full name in your request.
Always ensure your shipping address is correct. Any order with an invalid address will be automatically returned and cause a delay in delivery time. If you have entered an incorrect delivery address, please contact Customer Care. 

 

What if something I ordered arrived damaged or faulty?

 

Please contact us straight away so we can help you with this.  

 

 

Shipping 

 

What’s the status of my order?

 

Once you’ve received your shipping confirmation email you can track by clicking on the tracking link and see the status of your delivery. Please note that Ii may take 24 hours for tracking updates to appear.

 

How long will it take to receive my order?

 

If the items you are order are in stock, your order will be dispatched the within 1-2 business days. Please note, during sale events or within 3 days of a new collection launch you may experience a 3-5 delay in receiving your order.

 

Can I ship to a PO Box or Hotel?

 

Within Australia, we can ship to a PO Box, but cannot ship to commercial buildings/hotels. If you are shipping outside of Australia, we cannot ship to PO Boxes, commercial buildings or hotels.

 

 

Can I ship to a Freight Forwarding Service?

 

We do not ship to freight forwarding companies and any orders placed for these locations will be cancelled.

 

Will I have to pay customs and duties taxes?

 

If you purchase from Outside of the USA and Australia, you, the buyer, are responsible for all customs & duties associated within your own country. 
For detailed information, we recommend contacting your local customs office or reading our Shipping Terms page. We are legally required to declare the full value paid on all Faithfull orders and must include the correct invoice for customs should they request this.

 

 

Sale

 

What does Final Sale mean?

 

ITEMS MARKED WITH FINAL SALE WILL NOT BE ACCEPTED FOR RETURN, EXCHANGE OR CREDIT NOTE.
IF A FINAL SALE ITEM IS SENT BACK TO US FOR A CREDIT NOTE, THIS WILL NOT BE ABLE TO BE PROCESSED. ONCE RECEIVED AT FAITHFULL RETURNS, ANY FINAL SALE RETURN WILL BE AUTOMATICALLY BE SHIPPED BACK TO YOU. 
IF YOU HAVE ANY QUESTIONS ABOUT YOUR SALE ITEM OR WANT TO CHECK WHETHER YOUR ORDER QUALIFIES FOR A CREDIT NOTE/REFUND PLEASE EMAIL CUSTOMER CARE

 

What if I buy a gift for someone that is "Final Sale"?

 

Any item purchased that is marked FINAL SALE is still applicable to our "Final Sale" policy.

 

What if a Final Sale item I ordered arrived damaged?

 

Please email Customer Care with your order number, full name and photographs of the damaged garment. 

 

Will there be delays during a sale period in shipping?

 

During sale events or within 3 days of a new collection launching you may experience a delay on your item being shipped. We appreciate your patience during these delays and work hard to get your item to you in the quickest time possible. 

 

How can I use a voucher/code?

 

After you have added your items to your cart, please select to PROCEED TO CHECKOUT. You will have the option to add your discount code or promo code to your order. Please bear in mind, only one discount code can be redeemed per order.

 

 

Back in Stock

 

What does it mean if I can sign up for an item?

 

If an item is sold out, you can sign up with your email and let us know your desired color and size. As soon as your favourite item is Back in Stock in your preferred sizing/color we will notify you via email.

 

 

Stores  

 

Do you have a store that I can try on Faithfull the Brand?

 

Please refer to our Retailers Page to find your nearest Faithfull stockist.