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Returns Policy

We are a proud Australian business with a female-majority design team that is constantly working to develop new products and improve our existing styles to cater to all body shapes and needs. We strive to offer the best possible shopping experience and it is important for us that you love our products as much as we do. On occasion we understand that the garment(s) you purchased may not be suitable, which is why we have a team of fitting experts available to help you find an alternative size or style for exchange, from our wide range of quality comfort essentials and wardrobe solutions. Just in case you don’t need an exchange item now, you can save on refund fees and take a store credit voucher that lasts for 2 years. If you wish to support our small business and the Australian economy in this difficult time, the selection of a store credit would be very much appreciated. You are also welcome to convert this into a gift voucher if you wish to give the gift of comfort to someone you care for. Lastly, we are happy to refund eligible returned items less applicable refund fees if that is your preferred option. 

Return Options

  • Return within 45 days from date of purchase for an Exchange/Store Credit
  • Return within 21 days from date of purchase for a Refund to original payment method less applicable fees*

Please note that you must lodge your return in the Return Portal within the listed time lines. All parcels must be posted within 2 weeks of lodging your return online.  

Eligible Return Items: All items must be returned in new condition, not worn or washed, with tags attached. Due to hygiene purposes we cannot accept returns of the postpartum cotton belly wrap, protective masks, beeswax wraps, reusable nursing pads, reusable period & incontinence pads, stick on bras, nipple covers, adhesive butt/hip pads or stick on thongs, invisible briefs and thongs unless they are faulty. Items on Clearance, Seconds, Hot Buy, tea, skincare and cosmetics are also not returnable.

For all underwear products we recommend trying the garment on (with tags still attached) over your own underwear to check the fit. If you are satisfied you can remove the tags and we recommend washing before wearing. If you are purchasing a multi-pack we recommend wearing and washing one item first to ensure you are happy with the style and fit. If required we can accept partial pack returns.


Have a fitting question or need some advice?

As women with unique body shapes and sizes we understand that online shopping can be tricky. We have a dedicated team of fitting professionals and lingerie experts ready to help you find the perfect style, size and fit for you.

For fitting advice, call us on (03) 9882 0471. For all other enquiries please email contact@bfreeaustralia.com.au

 

RETURN PROCEDURE

  1. Go to the 'Return Portal' link: www.bfreeaustralia.com.au/a/returns
  2. After you have entered your details, you will receive your return number and a confirmation email that your return request has been submitted.
  3. Pack your return items carefully and include the packing slip inside the parcel.
  4. Send your return parcel to the following address (at your cost):

B Free Australia

3 Russell St

Hawthorn East

VIC   3123

Our customer service team will contact you once we receive your parcel to complete the process.

 

Exchange/Store Credit Policy

The value paid for the items returned will be issued as store credit in the form of a credit code that can be kept to use within 2 years or used immediately for an exchange for any items from the B Free store. No fees are deducted for this option.

Please note that there may be a $10 standard shipping charge for your exchange order. We will always do our best to act quickly and make sure you are satisfied.


We have a wide range of seamless underwear, bras, bodysuits, tops and slips, accessories, shapewear, hosiery, sportswear and more, and can provide personalised styling and fitting advice for any item from our website for a replacement. We are happy to assist you with selecting an exchange item.

 

Refund Policy

As a small Australian business we strive to offer the best possible shopping experience and develop quality products that meet the needs of our customers. On occasion we understand that the garment(s) you purchased may not be suitable, and if you are unable to find an exchange option from our wide range of quality basics we are happy to refund eligible returned items less applicable refund fees.

*Refund Fees (not applicable to exchange or store credit)

  • 5% Admin Fee is applicable to your return value and is to cover a small portion of various costs* B Free incurs when processing returns.
  • $10 Original Free Shipping Cost is deducted only if your returned order originally received free shipping. This is to cover the shipping cost incurred by B Free to post your original order.

*The return costs incurred by BFree includes payment processing fees charged by our payment providers (that are not refunded to us in case of a return), labour costs to pack and send the original order, labour costs to receive, process & restock the returned order, quality & hygiene assurance costs to ensure the returned items are in 'as new' resalable condition and other overheads.

The return fees charged in the case of a refund do not fully cover the true return costs incurred by our business but are essential to allow us to stay competitive and keep our prices affordable for the quality we offer.

All refunds are processed through the original payment method. Refunds may take up to 7 days to appear on your statement under the name of B Free Intimate Apparel Australia. 

 

Return to Sender Policy

Please note that if the address entered when placing an order is incomplete or incorrect, the parcel may be marked as 'Return to Sender' by Australia Post. Return to Sender parcels come at a cost of $10 to the business which will be passed on to the customer. Please carefully ensure that your shipping address is correct when placing an order to avoid incurring a Return to Sender fee or further shipping costs. If you have already placed an order and the address is not correct, please contact us immediately on 03 9882 0471 and we will do our best to correct the shipping address if possible.

We strongly advise against returning a parcel by marking it as 'Return to Sender'. To return a parcel please follow the procedure outlined in the our returns policy and ensure that shipping for the return parcel is paid for. If we receive returns that have been marked as 'Return to Sender', a fee of $10 will be deducted from your return amount.


Cancellation Policy

We strive to process orders as quickly as possible; so for cancellations please contact our customer service team as soon as possible. We recommend calling us on 03 9882 0471 during business hours for your request to be addressed immediately. Outside of business hours you may email us at contact@bfreeaustralia.com.au and we will do our best to accomodate your request. Please note that we cannot guarantee that your order will be cancelled before it has been processed by the warehouse.

Once your order has been packed or shipped by the warehouse, we are unable to make any further changes, and you will need to go through our regular returns process.


Price Adjustment Policy

We are unable to offer price adjustments on any items purchased on the B Free Website. Once an item has been purchased, no price adjustment will be offered should the item be marked-down. Any discount codes must be applied to the order before completing payment as we are unable to refund the value of the discount code once the order is completed. We recommend signing up to our newsletter and liking our Facebook to ensure that you are always updated on our sales and special offers.  

 

Gift Cards & Store Credit

Gift Cards, Store Credits, Exchange Credits and Discount Codes cannot be converted to cash. In the case of a return for items paid using store credit, they can only be refunded in the form of store credit.


Faulty Products 

For all orders, faults or errors must be detected prior to wash and wear to be returned. If any quality issues in the products arise after they have been worn, you may return the product to us for further inspection (at your cost). We will provide you with a quote to have the product inspected by an external Quality Assurance professional to identify if any issues that have arisen are due to a fault in the product. 

If the investigation shows that the product is deemed faulty you will be reimbursed for your postage expense for returning the item, and offered a refund or replacement. If the issues in the product are found to be due to incorrect use, you will be required to cover the cost of the inspection and any additional postage expenses required to return the product to you.

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