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Customer care

FAITHFULL THE BRAND cares about their customers and we want to help you in any way possible. If you can't find the answer you are looking for, feel free to email us at customercare@faithfullthebrand.com - we are always happy to help.

**Temporary COVID-19 update - please note there may be a slight delay in our provided shipping windows. We are working hard to get you your order as soon as possible. Please contact our Customer Care team with any questions regarding orders, processing times, shipping windows and returns.

Domestic Shipping

UPS - GROUND SHIPPING: 3-8 Business Days - $15

UPS - 3 DAY SELECT: 3-5 Business Days - $20

UPS - OVERNIGHT SHIPPING: 1 Business Day - $30

Free shipping on orders over $100

International Shipping

UPS - CANADA & UK: 3-8 Business Days - $25

UPS - EUROPE: 3-8 Business Days - $35

UPS - REST OF THE WORLD: 3-8 Business Days - $45

We are unable to ship to the following countries: Russia, China, Hong Kong, Ukraine, Saudi-Arabia, certain countries in Africa & the Pacifics.

All orders are shipped out within 1-2 Business Days of purchase from from our warehouse in California, U.S.

**Temporary COVID-19 update - we will process all orders as quickly as possible, but there may be delays due to limited staffing. For any questions about orders, processing times, shipping windows, and returns, please contact our Customer Care team at customercare@faithfullthebrand.com.

Both US domestic and international orders are shipped with UPS. Once your parcel has been shipped you will be sent email confirmation with tracking information. Purchases made on weekends and public holidays will be processed the following business day. Orders will be delivered between 8am – 6pm Monday to Friday.

Please ensure that someone is available at your delivery address as a signature will be requested upon delivery. If an authorised person is not able to sign for your delivery the driver will leave a card and the delivery will be returned to the nearest collection centre for you to collect. Please note that once your order is on its way, we are unable to change the shipping address. If orders are returned because of an invalid address may be reshipped at your expense. After an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages. Any additional shipping costs are non-refundable.

All payments are 100% secure and all information exchanged in order to process the payment is encrypted by SSL.

CREDIT CARDS

We accept Visa, MasterCard and American Express. Note, cards issued by local banks which are not listed above will not be accepted by our global processing service, in which case we recommend PayPal as an alternative.

PAYPAL

PayPal express feature is available to speed through the checkout.

STORE-CREDIT AND GIFT CERTIFICATES

You can also use store-credit or a gift certificate. Each gift certificate and store-credit carries an individual code you can easily enter when completing the checkout. They both expire after 12 months and may be combined with promotions.

We currently ship all items delivery duty unpaid (DDU). All international packages may be subject to duties and taxes. The limits for duty-free packages are established by your local customs authorities.

Duties and taxes are the responsibility of the customer and we recommend you please check your local customs website for estimated costs. FAITHFULL THE BRAND reserves the right to deduct any return costs incurred from the total return amount for orders that are refused at customs should duties and taxes be unpaid.

For all online customer service and product enquiries, please email customercare@faithfullthebrand.com

Unfortunately, we are not able to change or cancel an order once placed. Please make sure you choose your items carefully and add the correct shipping before placing your order. If you have any urgent changes please contact our customer service on customercare@faithfullthebrand.com. We pack and ship orders daily so cannot guarantee your requests can be made.

If a sold-out item is purchased, you will be notified by email as soon as possible and offered a suitable replacement, a credit note or a full refund.

We want you to be completely satisfied with your online purchase. If you change your mind for any reason you can simply return your item(s) to our warehouse in California, U.S for a full refund of the item's value within 60 days of receipt.

Please send your return item/s to the following address: FAITHFULL Returns, Ramp Orange County, 6485 Oak Canyon, Irvine, CA 92618, - USA

Enclosed in your FAITHFULL THE BRAND online order you will find your returns slip. This must be filled in and sent back with the return. Customers will be responsible for shipping and handling charges to return any unwanted items. If the package does not reach us safely we will not be able to complete the refund, so it is recommended to use a tracked method for safe delivery.

Item/s must be returned within 60 days of receiving your purchase together with original proof of purchase. Item/s must be returned in original condition, unworn, unaltered, unwashed and with their tags attached and swim slips intact. Gift Cards may not be returned. Items marked as final sale will not be accepted for a return, exchange or credit note. Store-credit notes are valid for 12 months from the date of issue.

Please note that original shipping charges are non-refundable and charges for returned items are the responsibility of the customer. FAITHFULL THE BRAND takes no responsibility for missing incoming deliveries of a return. We encourage you to return your item(s) via registered or traceable postal services as return parcels remain the responsibility of the customer until received by FAITHFULL THE BRAND.

If you have received a faulty item please email us to arrange a prepaid return postage label. We will replace the faulty item if stock is available or refund upon return.

If you have any questions regarding a return or want to check wether your your order qualifies for a refund/return please email customercare@faithfullthebrand.com.

If you want to exchange any items, you’ll simply need to place a new order for those items. We suggest letting us know if you are planning to order a new size or colourway when you contact us regarding your return so we can provide you as smooth a process as possible with your new order.

Gift Certificates are automatically email to the customer once purchase - issuing an unique code to the email address to input at check out. If a customer partially uses their gift certificate in one transaction, the remaining balance will be automatically updated and available via the same code. Gift Certificates can be used at the same as a discount code (ie.Flash Sale Code etc). If a customer purchases any items using a gift certificate but returns this item a credit note will be issued the full value of the item (minus shipping). If the customer loose their gift certificate code they must provide the full name of the purchase, the initial amount purchased and the date purchased & expiry date. Gift certificates are valid for 12 months from date of purchase.