PLEASE READ CAREFULLY SO YOU ARE NOT DISAPPOINTED WITH YOUR PURCHASE
THIS POLICY IS FOR ONLINE PURCHASES ONLY
Please contact our James St. store for assistance with in-store purchases on (07)5535 4000 and the staff will assist you with any questions.
Am I able to receive a refund?
Yes we do refund full priced items for online purchases, however conditions do apply and some products are not eligible to be returned. Please see below for more detailed information.
What products are not eligible for a return or refund?
We do not accept returns for:
Earrings | Bloomers or Underwear | Skincare & Beauty Products - all for hygienic reasons.
I'm in Australia, so how quickly do I need to return my item?
Purchases returned within 14 days of delivery date are eligible for a refund. We will credit you up to 28 days after receiving your order.
Do you exchange sizes?
To keep our processing streamlined, we do not offer exchanges.
I'm from overseas, so how long do I have to return my item?
International Customers, we accept returns for refund up to 21 days from delivery date of your order.
We will happily credit you up to 40 days after receiving your order. If there are difficulties with return transit delays, please feel free to contact us and we will assist you.
My purchase was a SALE ITEM, can I return it?
Yes you can within 14 days from your delivery date for a store credit. We cannot accept returns for sale items after this window.
I purchased my item using a DISCOUNT CODE from a flash sale or promotion, can I return it?
Unless otherwise stated on the promotion advertisement or marketing material, you can return your purchase within 14 days from your delivery date for a store credit. We urge you to always check promotion terms before purchasing so you aren't disappointed.
Do you refund shipping?
We do not refund shipping costs, however you may like to take advantage of Paypal's shipping offer here.
Why was I not refunded the full amount of my purchase?
If you received Free Shipping when you ordered with us, we will deduct $10 from your purchase amount to cover our costs of shipping to you. We thank you for your understanding with this.
HOW TO RETURN?
What do I need to know before returning my item?
Please return your item unworn with tags still in place to be eligible for a full refund.
We cannot accept: items that are soiled or smell of perfume indicating extended wear or products that cannot be resold 'as new'.
How do I pack my item?
We kindly request care taken in packaging your order so it arrives undamaged. Items returned showing lack of care in choice of packaging resulting in damage to the item and unable to be sold 'as new' can't be accepted.
The Freedom State cannot be responsible for items not received/or no tracking included, so we kindly suggest you opt for 'registered post' or post with 'tracking' with Australia Post to ensure delivery. Let us know if you need any assistance with this.
Please include information of your order: NAME/ORDER NUMBER so we can process the information promptly. You will receive an email confirming your refund has been processed via the same payment method you used to purchase your product.
OH NO! I THINK MY PRODUCT IS FAULTY!
What do I do if I think my product is faulty?
We understand this is a stressful time for our customers, and we will endeavour to find a solution for you as soon as possible. Please contact us as soon as possible to get the process going by emailing us on firstname.lastname@example.org.
Please check warranty information HERE for Valley Eyewear products.
What happens after I return my product?
Please understand that the labels reserve the right to inspect all products before accepting our returns, and your item may require being sent to the label for inspection, so please allow for this potentially to be the case. We try to make this as quick as possible.
Is there anything else I need to know before returning my item?
PLEASE NOTE: We will not accept returns for credit/refund for items that appear to be unpicked at the seams- we will repair and return these to you (these include sale items)
What happens next?
You will receive an update email advising we have processed your refund/credit/replacement. If you have not received a confirmation email, please check your junk folder in your email. We will endeavour to assist you as much as we can.
How is my refund processed?
Your refund is processed via the same payment option you used at checkout.
WHERE DO I SEND RETURNS?
FOR ANY OTHER RETURN QUERIES
Please email us your query and we will get back to you as soon as possible to email@example.com.