Refund policy
Returns
Things don’t always go to plan. If you change your mind for any reason within 30 days of receiving your online order, we offer returns for all items subject to the below conditions. Sale items are eligible for a return to gift card only. All items must be in original condition, unworn and unwashed, with the original tags attached.
We do not accept returns on items that have been personalised unless the item is faulty.
Customers can access and view their order history here.
Request a Return
Simply enter your order details, select the item(s) you’d like to return, and choose a refund or gift card.
What is “Checkout+” Coverage?
When you opt-in for coverage at checkout, your return shipping label is included, allowing you to return any item(s) in your order for a refund or gift card for free.
If you decide not to buy return coverage you can still return your items, but you will be responsible for the cost of the return shipping label.
All returns are subject to the guidelines outlined in our Return Policy.
Bundle Discounts & Partial Returns
Bundle discounts are offered on the condition that all eligible items are purchased and retained together. If a customer chooses to return one or more items from a discounted bundle due to a change of mind, the original bundle discount will no longer apply.
Any items retained will be recalculated at their original full retail price, and the refund for the returned item(s) will be adjusted accordingly to reflect the removal of the bundle discount.
This policy applies to change-of-mind returns only and does not affect your rights under Australian Consumer Law.
Processing Time For Returns
Once your return has arrived at our Sydney warehouse facility, please allow up to 5 business days for your return to be processed. You will be notified via email once your return has been processed.
Refunds
Returns are refunded back to the original form of payment and should appear in your bank account within 5-10 business days depending on your financial institution. Should you wish to make a return from an order placed with a gift card, the gift card will be reinstated as the primary refund method. Any remaining funds will be returned to the secondary form of payment.
Return to Gift Card
All sale items are return to gift card only. Gift cards are created in AUD currency and will fluctuate based on the foreign exchange rate. Philé gift cards are valid for 3 years from the date of return.
Faulty Item Returns
If you believe your item has a fault, please start a return through our returns portal and upload images of the fault. We classify an item as faulty if it has arrived damaged, or if a fault has occurred within 3 months from the order date. Damage outside of 3 months is considered normal wear and tear.
Exchanges
We are unable to facilitate exchanges. If you wish to change your style or colour, we recommend you repurchase and return your original order for a refund or gift card in accordance with our return conditions.
Returns Conditions
All returned items must be in original condition, unused and unwashed, with the original tags and packaging attached. If the returned item/s do not meet these conditions, it may be returned to you at an additional charge.
Refused Duties & Taxes
If any applicable duties and taxes are not paid, the order will be returned to Philé. A refund will be processed back to the original form of payment, minus a return fee and any custom charges paid to receive your order.
Refund of Duties & Taxes
Upon return of your items, any applicable customs, duties or taxes paid at checkout or upon receiving your order, will not be refunded by Philé. We recommend contacting your local customs office for information on any possible customs and duties refunds that you may be eligible for within your country.