POLICY

Garments that have been worn, washed, tags removed, have a distinct odour, or returned outside of the time frame will not be accepted.

Yes we do any reason returns or exchanges! I want you to be happy with your purchase and I understand not every style is for everyone <3

No returns on accessories such as stockings, or swimwear for sanitary purposes. if these items are returned you will not be refunded for them

(if swimwear was tried on with underwear that is totally fine to exchange!)

We do not cover return postage

We will be comparing the scent of your garment to the stock fabric. If a distinct odour is detected(Including, but not limited to: Detergent, Cigarette Smoke & Perfume), we will not issue a refund. You will have to pay for postage of an unaccepted garment if you want it returned, similarly if the item has makeup on it. 

For all postal enquires, please contact Australia Post If you have any issues with international delivery please contact australia post - If calling from overseas this is the number (+6188479045)- contact us via email aswell and we will be happy to help in any way we can. 

If your international order is not delivered due to an incorrect address or being left at the post office for too long and is returned to us you are responsible for postage to re-send it, or we can offer a refund. 

Lost parcels will always return to sender - in which case you are entitled to the above ONCE we receive it back.

If you have any issues with international delivery please contact australia post - If calling from overseas this is the number (+6188479045)

DO NOT HESITATE TO CONTACT US- we will be more than happy to help <3

PROCEDURE

 To be eligible for a refund:

1) Within 72hrs of receiving the garment contact customerservice@truecolourss.com to request a refund (we will check your tracking) 

(if you have any reason as to why you were unable to do this but still need a refund or exchange just reach out and we can sort something out!) 

Please ensure you send the item back with all its labelled packaging. 

please include your invoice and WRITE on there what you would like to do or swap this must be approved by me via email first.

If an item is returned without packaging (labelled bags) we will deduct a repacking fee. 

2) Within 3 business days of our reply, please email your return tracking information.

(again I can be flexible within reason as long as you communicate) 

No refunds on "Sale" items 

(exchange of size only)

No refunds on Accessories like stockings / opened leg harness' etc 

No refunds on swim style bottoms/ one pieces (for sanitary purposes) unless tried on briefly with underwear on. 

YOU CANNOT BUY MULTIPLE SIZES AND RETURN WHAT DOESN'T FIT - SAME GOES FOR PURCHASING

MULTIPLE SETS AND RETURNING WHAT YOU DON'T WANT. 

I AM MORE THAN HAPPY TO EXCHANGE SIZING OR STYLES IF THEY ARE NOT RIGHT. 

as you know my pieces are limited and buying multiple sizes sadly takes away from someone else who may miss out - i nearly always have fabric leftover and can organise an exchange for you if need be!

FAULTY GOODS

Oh No! First of all, we are so sorry. Whilst this very rarely happens, mistakes can slip through the cracks. Please email us with your order name and any images/details of the product and we will sort this out ASAP for you.

CANCELLED EVENTS

If you event has been cancelled or postponed, we are unable to accept returns unless your order meets the above policy.

STORE CREDIT & EXCHANGES

All store credits will receive back 100% of the item value. No postage will be included. All exchanges need to be posted back at your expense. 

REFUNDS

All money refunds incur a 10% restocking fee. No shipping costs or duties will be refunded as they have already been paid. 

HOW DO I RETURN?

STEP 1 

Firstly we would love to resolve any issues you may have please email us customerservice@truecolourss.com.

Please ensure your item is eligible for a return prior to organising a return. See above for conditions.

STEP 2

Please write/print out a note stating your full name (order name) and outlining if you would like an exchange/ store credit (100% back) or a money refund (90% back). Please include this note in your parcel to ensure that we get this correct!

STEP 3

Once we have received and have assessed your return we will issue a refund/store credit within 1-3 business days. An exchange can take up to 3 business days We will prioritise urgent exchanges. Depending on your bank institution, it may take a further 1-10 business days for the money to arrive in your account. An email will be sent with confirmation of your refund.

STEP 4

Please contact us for the return address - customerservice@truecolourss.com