SHIPPING, RETURNS & AVAILABILITY
Shipping & Delivery
PLEASE NOTE: Our shipping time frames are not guaranteed and should only be used as guidelines.
When stock is available, please allow a 2-3 business day handling period in order to prepare items for shipping. These shipping time frames are for orders made by 11:00am Monday to Friday.
Please note, during sale periods or within the first week of a new collection launching there may be some delays on shipping orders. During these periods customers should allow up to 3 business days for orders to be shipped.
All goods sent by Liberated Heart are insured by either registered or express post. Insurance covers the goods up until the time they are received.
Free regular shipping is available on all orders over AUD$150 worldwide.
Delivery can be expected within 4-10 business days via regular post and 2-4 business days days via express post.
For orders under AUD$150, we offer a $10 flat postage rate Australia wide.
We offer a $12 express postage rate Australia wide.
All orders made within Australia are trackable by Australia Post.
Please note, our national shipping timelines are guides only and we cannot be held responsible or liable for items that ship outside of these timeframes.
Delivery can be expected within 4-10 business days via regular post and 2-7 business days via express post.
For orders less under AUD$150, we offer a $20 flat postage rate on all international orders and $30 express shipping option.
Please note, our international shipping timelines are guides only, due to several suppliers managing international deliveries and import, tax, duties and other factors that may affect various countries. We cannot be held responsible or liable for items that ship outside of these timeframes.
Please be aware that items shipped internationally may be subject to import duties and taxes, which are levied once a shipment reaches its destination. Payment of these additional charges is the responsibility of the customer and Liberated Heart is not liable for any additional costs incurred.
All orders made within the United States, United Kingdom, Belgium, Canada, China, Croatia, Denmark, Estonia, France, Germany, Hong Kong, Hungary, Ireland, Israel, Republic of Korea, Lithuania, Malaysia, Malta, Netherlands, New Zealand, Poland, Portugal, Singapore, Slovenia, Spain and Sweden are trackable by Australia Post. Any non-major countries are subject to the policies and timeframes of their local postal service.
In the event of a missing parcel, the following steps should be taken:
1. Locate your Australia Post tracking number you received via email and track the parcel here.
2. Calculate how many business days (Monday-Friday) have passed since your order was shipped. Compare this to the shipping guidelines listed above to determine whether it falls outside of these timeframes.
3. Contact your local post office to determine whether the parcel is there. Often with international orders, it is more efficient for the customer to make direct contact with their post office due to time zones and language barriers.
4. If you are unable to track your parcel, the time elapsed has exceeded our guidelines and you have not been able to contact your local post office, email us at firstname.lastname@example.org with your full name, order number and date of purchase.
5. We will contact you within 2 business days of receiving your email to assist with locating your parcel.
Returns & Exchanges
Change of mind refunds must be lodged (by emailing email@example.com) within 7 days of receiving your purchase. To be eligible for a refund, garments must be returned in original, unworn condition.
For items deemed faulty or incorrectly described, refunds will be accepted within 7 days of receiving your purchase. We will provide a refund after the item has been returned and reviewed by our quality control team.
Once you have received approval for a refund, items must be returned within 5 business days for domestic orders and 10 business days for international orders. Any pending refunds received outside of these timeframes are subject to approval by our customer service team. Items must be received for refund to be made.
Our quality control team assesses all returned garments before approving refunds. All refunds will be processed within 5 business days of written approval from our customer service team.
Refunds are not inclusive of any initial postage costs.
We do not offer refunds on gift cards.
Liberated Heart does not cover the postage costs of returns, unless the item has been deemed faulty.
We do not offer exchanges directly. If an item is unsuitable or is the incorrect size, you will need to place a new order for the correct garment. We will then process and ship your order in accordance with our Shipping & Delivery guidelines.
You will then need to return your unsuitable item for a refund. To be eligible for a refund, garments must be returned in their original condition. After the item has been received and assessed by our quality control team, we will process your refund in accordance with our Refunds Policy.
All items sold during sale events or at marked down prices are not eligible for refund or return due to change of mind (this includes size, style, timing or fit). If a sale item is deemed faulty, you are eligible for a refund within 7 days of receiving your purchase.
In the interest of hygiene, we do not accepts returns on swimwear which have been worn. Therefore, we ask you to ensure all swimwear is tried on over underwear. Swimwear must be returned in its original packaging with hygiene stickers attached. We reserve the right to refuse returns on swimwear if our quality control team considers these conditions have not been met.
If you have been sent an incorrect item, we will cover the cost of returning the item to Head Office via standard post. After the incorrect item has been received and assessed by our customer service team, we will dispatch the correct item to you with complimentary shipping.
INCORRECT POSTAGE DETAILS
In the case of the customer providing us with an incorrect postal address, that is then returned to us, the customer will have to cover the cost of re-sending the parcel.
HOW TO RETURN AN ITEM
1. Contact our customer service team at firstname.lastname@example.org for authorisation of your return or refund.
2. After receiving authorisation, please send your items to PO BOX 449, BYRON BAY NSW 2481 Attn: Liberated Heart Returns or return your garments directly to our Byron Bay Showroom at 5/71 Centennial Circuit, BYRON BAY NSW 2481 which will then be passed on to our Head Office team to be processed.
3. If posting your item, it is advisable that you return you parcel in a trackable satchel, as we don’t take responsibility for returned items that go missing.
Availability of Product
All orders are subject to availability. We will do our best to supply you with your ordered item. However, on occasion items may not be available. In this instance, we will be in touch and offer you a replacement size or refund for the unavailable item.
Authenticity of Product
We pride ourselves on the quality of both the digital prints and quality of materials and make of our products. Note that any products with a Liberated Heart print or garment style are only authentic Liberated Heart products if bought through our Official Website (www.liberatedheart.com) or approved stockists listed on our website. Any other product bought from another site may be faulty or not a genuine product.
This Returns & Exchange policy does not exclude or replace your rights under any applicable law.