FAQ


At Femme Connection, we prioritise customer satisfaction and uphold a fair refund policy. If your purchase from Femme Connection doesn't meet your expectations or has defects, you're entitled to a refund under these conditions:

1. Faulty Items: If the item you purchased is faulty, and this fault wasn't made known to you during the purchase, you are eligible for a refund.
2. Quality Expectations: If the item doesn't align with the quality you reasonably anticipated, considering its description and price, you are entitled to a refund.
3. Fitness for Purpose: If the item doesn't perform as reasonably expected, a refund can be claimed.

To initiate a refund, please return the item within a reasonable timeframe after purchase, along with proof of purchase such as the original receipt or bank statement. Delays in returning the item may limit your refund to an exchange.

Femme Connection may require proof that the item's fault wasn't due to your actions.

If a refund is warranted but you prefer an alternative, we're happy to offer an exchange or a gift card.

For returns, you can either send the item(s) back via post to our online store or return them in person at any Femme Connection store in Australia within 30 days from the delivery date.

Note that original postage costs are non-refundable unless the items are faulty or not as ordered. In such cases, Femme Connection will cover the postage costs. For pre-paid postage arrangements, please contact our customer service.

We recommend using registered or traceable postal services for returns, as responsibility for the parcel remains with you until we receive it.

Change of Mind Policy (Online Purchases Only): While we are not legally required to provide refunds for change of mind, we offer them under our policy for most items, provided:

• The item is returned within 30 days of delivery.
• It is in its original, unworn condition with all labels and tags attached.

However, this policy does not apply to earrings, cosmetics, lingerie, hosiery, face masks, and items purchased on clearance.

In-Store Returns at Femme Connection: For a convenient in-store return experience, Femme Connection offers the option to return items at any of our retail stores, under the following conditions:

1. Timeframe: Returns must be made within 30 days of delivery.
2. Item Condition: The item must be in its original, unworn condition.
3. Labels and Tags: All original labels and tickets must still be attached to the item.
4. Proof of Purchase: An original Femme Connection tax invoice is required as proof of purchase.

You can locate your nearest store through our online store locator.Please note the following for in-store returns:

• Refunds are processed via the original method of payment and cannot be issued directly in-store.
• The return and refund process may take up to 30 working days.
• Original delivery costs are non-refundable.
• You will be notified via email once your return has been processed.

Exceptions: There are no returns allowed on face masks, pierced jewellery, underwear, bodysuits/leotards, or swimwear. These items are considered final sale unless they meet the statutory rights outlined by the ACCC.

Online Returns:

For returns of items purchased online, please reach out to sales@femmeconnection.com.au before proceeding, to receive detailed instructions on the return process.

The conditions for online returns are as follows:

• The item must be returned within 30 days from the date of delivery. The customer is responsible for postage.
• The item must be in its original, unworn condition.
• All original labels and tickets must be intact.

Please be aware:

• The return and refund process can take up to 30 working days from the date of postage. You will be updated via email once the return is processed.
• Delivery costs incurred for the order are not refundable.

Exceptions: Pierced jewellery, underwear, bodysuits/leotards, and swimwear are final sale items and cannot be refunded, exchanged, or credited unless they meet the statutory rights provided by the ACCC.

Size Exchange In-Store at Femme Connection: If your purchase from Femme Connection doesn't quite fit, our in-store exchange policy offers a seamless solution.

Here's how it works:

1. Timeframe: Ensure you return the item within 30 days from the delivery date.
2. Condition: The item must be in its original condition, unworn.
3. Labels and Tags: All original labels and tickets must be attached to the item.
4. Proof of Purchase: Present an original Femme Connection tax invoice.

Locate your nearest store using our online store locator. Please remember, exchanges are subject to the availability of the desired size or item in-store. Note that refunds are processed via the original method of payment and cannot be issued in-store.

Exceptions:

Face masks, pierced jewellery, underwear, bodysuits/leotards, and swimwear are final sale items and not eligible for exchange or credit unless they meet the statutory rights outlined by the ACCC.

Online Exchange Policy: At our online distribution centre, direct exchanges are not available.

However, we do offer refunds under these conditions:

1. Return Timeframe: Return the item within 30 days from the date it was delivered.
2. Item Condition: The item must be unworn and in its original condition.
3. Labels and Tickets: Ensure all original labels and tickets are attached to the item.

The return and refund process can take up to 30 working days from the day the parcel is posted. You will receive an email notification once your parcel is received and processed. Please note, delivery costs incurred for the order are not refundable.

Exceptions:

No returns are accepted for pierced jewellery, underwear, bodysuits/leotards, or swimwear. These items are considered final sale unless they meet the ACCC's statutory rights.

'Change of Mind' Policy: While Femme Connection is not legally required to offer refunds for change-of-mind purchases, our customer-friendly policy allows for refunds under these conditions:

1. Return within 30 Days: The item must be returned within 30 days from the date it was delivered.
2. Original Condition: The item should be unworn and in its original condition.
3. Labels and Tickets: All original labels and tickets should be attached to the item.

Note, this policy does not extend to earrings, cosmetics, lingerie, hosiery, clearance items, or other specified non-returnable items.


At Femme Connection, we understand the importance of getting your order just right. However, once an order is confirmed, it's not possible to modify it. Rest assured, if your items aren't quite what you expected upon arrival, you have the option to return them for a refund. For a smooth process, we invite you to review our Returns Policy for all the details you need. For full details please see our Returns policy.


Femme Connection gift cards are exclusive tokens of style and choice. Please note that they are non-refundable and non-transferable, and are designed for use as a payment method for purchases, rather than for cash redemption

Once your order is submitted and paid you will receive an email to confirm your order. If you dont receive this, be sure to check your junk or spam folder.
If you are unable to locate this, please email us at sales@femmeconnection.com.au