At FORMER, we will accept returns on all full priced items within 30 days of the order receipt. Your returned item can be exchanged for either a site credit or a full refund back into your bank account. Refunds do however not include shipping costs.
If you got the wrong size or grabbed the wrong colour, we offer exchanges on same style orders. If you wish to exchange your order for a different style, we kindly ask that you simply process the return as a refund and place a brand new order for the new item.
All Sale / discounted items are 'final sale' and unfortunately cannot be returned or exchanged. We recommend you please choose carefully when shopping during a sale period.
To process a return, please start by emailing us at email@example.com using the subject line; "FORMER RETURN". In your email detail your order number, the item you're returning, the reason for your return and if you'd like the return to be processed as a refund, store credit or size exchange.
You can then return your order using the shipping method of your choice. We strongly recommend using a trackable service as we take no responsible for items lost in return transit. All items must be returned in their original condition; unworn, unused and have the original labels and swing tags attached.
Please mail your return to the following address, clearly marking the package as a 'FORMER MERCH RETURN'
ATTN: FORMER MERCH RETURNS
13 Ern Harley Dr
Burleigh Heads, QLD
Once your item is received, inspected by our team, and approved as original quality, your return will be processed. All refunds will credited back to the original orders payment method. Some refunds may take up to 14 days to process depending on your financial institution. Please note; shipping costs are non-refundable and will not be re-credited as part of your return.
If you're keen to exchange your item for a different size or colour there is two options you could take to process this return.
1 - You can follow the above returns process at no additional item cost, and after receiving and inspecting the returned item, we will swap the item for your desired size or colour and send you a new order and shipping confirmation email.
2 - The alternative is to place a new order for your desired item while completing a return & refund for the exchange item. This will ensure that your replacement size or colour still available, doesn't sell out, and is confidently on its way to your door. Then after receiving and inspecting the returned item, we will issue a refund and notify you via email.
We pride ourselves on designing, manufacturing and delivering quality garments that you will love for many wears, however sometimes things happen and we miss them.
In the case that something is faulty or damaged, please contact us at firstname.lastname@example.org as soon as possible including a description of the fault and any accompanying images clearly showcasing the area of fault on the garment. From there we will review the issue and contact you with the next steps.
If you believe you have received an item different to the one you ordered, lease contact us at email@example.com as soon as possible including your order number, the item you were meant to receive and a description of the item you have received instead. From there we will review the order and contact you with the next steps.
Orders are dispatched from our Burleigh Heads warehouse in Queensland. Orders placed prior to 1pm on weekdays will be shipped on the same business day. All orders received after 1pm on weekdays will be shipped the following business day. Orders placed on the weekend will be shipped the next business day.
NEW ZEALAND ORDERS -
New Zealand orders do not include any locally charged GST or Duties in the final amount.
New Zealand Customs will not impose any GST, duty or import transaction fee on orders under $1000 (NZD). For orders over $1000 (NZD) New Zealand Customs will collect a 15% GST, import entry fee and duty if applicable.
For more information regarding New Zealand Duties please contact the New Zealand Customs office directly.