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RETURNS POLICY

RETURNS POLICY

Before committing to any purchase, we recommend viewing our detailed size chart.

If you need further assistance you can ask us at customercare@exiestudio.com

 

GENERAL RETURNS POLICY 

Our Returns Period is 30 days from delivery to your shipping address.

For returns, please email us at returns@exiestudio.com detailing the following information:

  • ORDER NUMBER in the subject heading of your email
  • REASON for RETURN or EXCHANGE in the body of your email

We understand that whilst shopping online, you can't try your item(s) on. We are happy to exchange the size if what you purchased does not fit quite right or provide you with a Store Credit Note if you meet our returns policy:

We do not offer refunds for change of mind, wrong decision, incorrect size or incorrect purchase, this includes items purchased with Afterpay and/or Pre-Order. 

Please be mindful, once 'PAY NOW' has been pressed and processed at checkout, your order is final and cannot be cancelled or refunded. 

For more information regarding Consumer Law and returns on change of mind purchases, please see our terms and conditions.

 

COVID-19

For our pre-order styles, due to delays in our stock coming from our factory, please be patient with us during this time. We will endeavour to update you via email as frequently as possible with the status of your order via email if we foresee delays. Please ensure to open all emails sent to you and if you did not see an email, please check your junk mail and ensure to open it so any further updates from us will automatically go into your inbox. Kindly note, we cannot provide refunds for the orders that are delayed as we are a small business and produce orders when they are placed with us. We can instead provide you with credit note with no expiry date and will extend a special offer if your order exceeds a 4 week delay. Please contact customercare@exiestudio.com if you have any further questions.

 

FULL PRICED ITEMS

You may return full priced items for a Store Credit Note or Exchange provided you meet our terms and conditions (see below and above).

 

SALE OR DISCOUNTED ITEMS

You may return sale or discount items for a Store Credit Note provided you meet our terms and conditions (see below and above). Unfortunately we do not provide exchanged on sale items. 

 

CREDIT NOTES

Store credit notes are valid for 12 months from the date of issue. Store credit notes will be to the value of your purchase, less the shipping fee involved.

Credit notes can be used for Sale Items, but cannot be used in conjunction with Discount Codes.

Free shipping does not apply to Credit Notes, if you re-purchase another item with your Credit Note to the value of $300 AUD or over, you will need to pay for shipping. 

Returns for items purchased on a Store Credit Note will only be accepted within a 7 day period, including items shipped to PO boxes, private bags, parcel lockers, locked bags and common boxes.

 

EXCHANGES

To exchange for your correct size, please first contact us at customercare@exiestudio.com to ensure the size you would like is in stock. One of our team members will help you process the exchange and send new size to you without you having to do it through our website. If we do not have stock if your size we can order it in for your with a small wait.

You will need to cover the expense of your return, but we will happily send out your exchanged item free of charge.

  

AU RETURNS TERMS & CONDITIONS

Items that are eligible for return must be:

  • Unused and in its original condition.
  • Unmarked, unaltered and undamaged.
  • The Item is in their original packaging, unworn, unwashed and with all original tags attached.
  • Hygiene stickers on swimwear must remain in place.

Note: All items will be inspected on return and it remains at the discretion of EXIE Pty Ltd whether the item will be accepted for refund based on quality control. 

All returns to EXIE Pty Ltd’s Online Warehouse fall to the expense of the customer. EXIE Pty Ltd is not liable for the loss of garments being returned. EXIE Pty Ltd encourages customers to return item(s) via registered or traceable postal services and to take note of the tracking number and have it scanned in at your local Post Office. 

EXIE Customer Care must be notified within 30 Business Days of receiving your item if you wish to return your item for a sizing or styling exchange or a store credit note. Items that are returned after 30 Business Days will not be accepted for Store Credit Note, inclusive of orders sent to PO boxes, private bags, parcel lockers, locked bags and common boxes.

EXIE Pty Ltd will not authorise any returns without a Return Authorisation Code being processed and EXIE Customer Care being contacted first hand via email. Unauthorised returns will be sent back to the customer who will be charged the return shipping fee. 

Garments returned to EXIE endure a full quality control procedure and checklist before being approved for exchange or store credit note. Item(s) returned to our Online Warehouse must be in their original condition.  Any garments returned to us with stains (makeup, false tan, any other markings or stains) or garments that have been dry cleaned or damaged in any way cannot be returned or exchanged. Garments that have a strong odour of perfume, washing powder or are similarly impregnated will not be accepted back. EXIE Pty Ltd reserves the right to deny a credit note or exchange if health and safety standards are not met.

EXIE Pty Ltd reserves the right to change the terms and conditions and shipping costs at any given time.

 

MANUFACTURING FAULT

We aim to provide the highest quality garments and customer care, but from time to time something may go wrong. In accordance with Australian Consumer Law, we reserved the right to repair a minor fault or minor problem (i.e a resend, replace or re-sew a button that has fallen off, loose thread or threads not cut away). In this case all extra costs involved to the customer will be refunded with proof of receipt, or, be paid for in advance by EXIE Pty Ltd where possible.

In the case of genuine manufacturing fault, we will refund all costs incurred to your original method of payment. In accordance with Australian Consumer Law, consumers must give the supplier the chance to fix the problem. It is at the discretion of EXIE Pty Ltd to:

  • provide a replacement that is identical, or of similar value
  • repair the product within a reasonable time, or
  • give a refund.

The consumer’s rights to a remedy apply to the replacement product in the same way as the original product.

Please note a manufacturing fault does not include general wear and tear, the garment's care instructions not being strictly followed, or, marks left from false tan, grease, oil, food, drink, make up, ink, dirt, dust or marks of a similar nature.

 

REFUNDS

When a refund is provided due to a manufacturing fault, we will refund all costs incurred, strictly, to your original method of payment used with our website software. If you purchased your item with Afterpay, extra costs incurred will be refunded to another method of payment upon our request. We can only refund your original order's dollar amount with Afterpay in most cases.

  

AFTERPAY

Orders placed using Afterpay are not eligible for a refund but can be returned for a Store Credit Note.

Afterpay repayment options cannot be altered and will be kept as originally processed over the two-month period with Afterpay. However, the customer will be able to use the full value of the Store Credit Note straight away.

Please note that Afterpay has a limit of $1000 if you are linking a credit card for your re-payments and $500 if you are linking a debit card for your re-payments.

 

PRE-ORDER 

When you place an order under 'pre-order', for shipment pending at a later date, your item is specially made to order with our manufacturers by our design team.

Thus, once you have placed your pre-order we cannot cancel or refund for 'change of mind' or 'wrong decision' as your garment is under manufacture.

In align with our general returns policy, if you wish to cancel your pre-order purchase, EXIE Pty Ltd will offer a Store Credit Note valid for 12 months. 

We do not offer refunds for change of mind, wrong decision or incorrect size, this includes pre-order items purchased with Afterpay.

  

HIRE + RENTAL BUSINESS

Our regular Returns Policy does not apply for dress hire businesses, hiring boutiques or similar rental businesses. Any such businesses placing orders agree that they waive their right to return, credit, refund, exchange, repair or remedy in any circumstance, including faulty or manufacturing.

For further information, please see our website's Terms & Conditions and Usage Waiver.

 

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