Lodge a Return

 

RETURNS POLICY

Policy:

If the swimwear you have purchased isn’t quite right, we offer your choice of a:

  • Store Credit* (3 year expiry).
  • Exchange** OR
  • Full Refund***

*If the order was paid for with a gift card, the money will be returned back onto the gift card. Gift cards cannot be returned for cash.

**Exchanges are only available for AU and US customers at this time. 

***Refunds exclude shipping costs. These charges will not be refunded.

You will receive a free returns label if you choose to return your items for a store credit or an exchange. 

Items that fit the following criteria are eligible for a return:

  • Full priced (not marked with ‘FINAL SALE’)*
  • Ordered within the last 30 days.
  • In original condition, un-worn and un-washed with tags and hygiene label attached.

*PLEASE NOTE : Items marked as ‘FINAL SALE’ cannot be returned for a refund, exchange or store credit.

Items purchased with a discount code or temporary promotion will be accepted for a return through the online returns portal.

Exchanges:

Please note that exchanges are only available for AU and US customers at this time.

There is a 28-day period between when you submit your exchange and when you drop it off at the post office. Please return your item to the Post Office as soon as possible to avoid missing out in case your item sells out.

Once your exchange is dropped off at the Post Office, your package will display as “In Transit” and your order will be created and shipped. If you don’t manage to drop off your item in time at the Post Office and your item sells out your exchange request will convert into a standard return and you will be refunded for you items.

 

Faulty Products:

If you have received a faulty item, please email info@artesands.com.au as soon as possible so our Customer Love team can assist in resolving this issue. This email must include:

  • Your order number.
  • Your style number.
  • 2 images (minimum) of the faulty garment.


Discounts and Promotions

Please note that sale items marked with ‘FINAL SALE’ will not be eligible for a return.

Items purchased with a discount code are acceptable for a return through the online portal.

Any orders made prior to an item going on sale are non-negotiable for a refund percentage once a sale begins.

 

RETURNS PRICING AND PROCEDURES

Returns pricing Australia:

Select store credit or exchange to avoid any postage costs and receive credit for your next purchase.
For ALL refunds, return pricing is calculated based on item weight.

To return your products in Australia or the US:

1. Use the below link to submit a request*
2. Once your request is approved*, follow the instructions sent to you via email to create a shipping label.
3. Download and print the return label. Tape this securely to the parcel. Please ensure the barcode is in full view and is not obstructed.
4. Pack your products in postal standard packaging.
5. Drop your parcel off to your nearest Post Office as soon as possible.

     

    Start a return

     

     

    Returns Pricing New Zealand & the Rest of the World:

    Artesands does not assume responsibility for the cost of return shipping for any international customer outside of Australia or the USA. We implore you to use the national postal service of your country for the most cost-effective option.

    To lodge and ship a return from your country, please email info@artesands.com.au and we will assist you.

    Please note that international returns come at your expense. You will also be charged a handling fee that is estimated from the value of your return. This amount will be deducted from the final value of your return.

    Please allow 2 business days for your request to be approved.

    We recommend using registered postal services or express postage to ensure tracking is available as Artesands are not responsible for any lost packages. If tracking is available on your parcel, please send an email to our team and provide us with the tracking information.

    Processing timeframes:

    Your refund or store credit may take 4-6 business days to be processed. Banks and payment services (such as Paypal and Afterpay) may take up to 5-10 business days to clear funds into your account.

     

    Still have questions?
    Send an email to info@artesands.com.au and our Customer Love team will be happy to assist you.

    With love,
    The A team
    xx