Copy of Returns
FRESH SOUL hopes you are completely satisfied with your new online purchase! If you’re not, we will happily accept a return for online credit or refund within 14 days, in accordance with our Online Returns Policy.
How to process a return:
- Download and complete returns form: ONLINE RETURNS FORM
- Pack your item with the returns form and send off your parcel via your preferred method.
- Look out for emails and check your account for updates.
Refunds for change of mind are only available on full-priced items.
All items purchased on sale, on promotion, using a gift card or coupon will be returned to your FS account for ONLINE CREDIT only.
We do not accept returns on jewellery or headwear for hygiene reasons.
Items purchased using a coupon or promotional code.
Items purchased during a promotional period such as; one day sales, discount offers. etc.
Items which are marked at a discounted price.
The return is requested within 14 days of the items delivery
Proof of purchase is included with the return
The swing tag is still attached to the item
The item is in original, unworn condition (i.e. has not been worn, altered, washed and/or dry cleaned)
The item must not have any stains or fragrances, including make up, perfumes, fake tans and body odour
The item has not been damaged while in the customer’s possession
The item is of resellable condition
Online credit can only be used online at freshsoulclothing.com.
Online credit cannot be transferred to another account or person.
Online credit is valid for six months from the date of issue and must be used before the date of expiry. Any balance that remains after the 6 months will be voided and will not be available for use.
Online credit cannot be used to purchase FRESH SOUL Gift Vouchers.
Online credit can be viewed by logging into your FS account.
Items purchased using online credit cannot be returned for change of mind.
We do not offer exchanges online.
Once you receive your online credit, you can use this to repurchase the size, colour or style that you are after.
Exchanges can be made in store for change for mind.
Refunds for change of mind are only available on full priced items
If you have returned your order for a refund, this will be processed within 5 working days of FRESH SOUL receiving your return and you will receive a confirmation email once this refund has been processed.
Items purchased on sale, on promotion, using a gift card or coupon will be returned to your FS account for ONLINE CREDIT only. You will receive a confirmation email once your online credit has been processed.
If you are attempting to return an item outside of the 14 day period you must contact [email protected] before the item is returned or it may be refused.
We do not accept return drop offs at our warehouse or In-store. Our online department is not open to the public. Please note cost of return postage is at your expense.
The customer is responsible for the cost of shipping goods back to FRESH SOUL.
FRESH SOUL is not liable for any damage, loss or delay from the transport and return of goods to us.
We recommend shipping goods back to FRESH SOUL via a secure postal service and including tracking on the item and ensuring the item is securely packed.
It is not the responsibility of FRESH SOUL to track a delayed or lost item.
Items purchased online can only be exchanged in store for equal or greater value– this must be in conjunction with proof of purchase and the item is in original, unworn condition with all components, including swing tags.
Full priced items purchased online cannot be refunded in store for change of mind.
All in store purchases must be returned to a FRESH SOUL store and cannot be accepted via our online returns warehouse.
In store purchases cannot be refunded for change of mind. For change of mind: We gladly offer an exchange or in store credit on full priced items only. Store credit is not available on sale items, sale items can only be exchanged.
Provided the following conditions are met:
Proof of purchase
The item is exchanged within 14 days of purchase
The swing tag is still attached
The item is in original, unworn condition: it has not been worn, altered, washed or dry cleaned
The item must not have any stains or fragrances, including make up, perfume, fake tan and body odour
The item has not been damaged while in the customers possession
The item is of resealable condition
*No exchange/refund or credit on accessories or belts, if you change your mind.
If you receive an item and you believe it to be faulty, please contact us immediately via email at [email protected].
You must provide a proof of purchase such as a receipt or order confirmation.
You must then post the item back for assessment.
If an item is deemed faulty, FRESH SOUL will offer to repair, replace or refund the value of the item in accordance with Australian Consumer Law.
FRESH SOUL reserves the right to ask you to prove that you did not cause or create the fault in the garment.