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Please note that we have extended our returns/exchange policy. Eligible items purchased between 17th November 2023 - 20th December 2023 qualify for our extended return window until 20th January 2024.
RETURNS AND EXCHANGES POLICY
Life is too short to be half-hearted about what you do, who you love or what you wear. As much as possible, we want to ensure you feel good about and in the purchases you make with THE UPSIDE.
FOR ITEMS PURCHASED AT FULL PRICE
We will happily exchange, issue store credit or refund all full price items within 30 days from the purchase date. Please note the request for a return label must be made within 14 days of the purchase to ensure we can process the return within 30 days.
This policy is conditional so please take the time to note that returned garments must be returned in original sale condition (the garment must not have been worn, washed or altered). Swing tags must also be attached to be eligible for return.
All swimwear must be tried on with undergarments. When returning swimwear, the hygiene strip must be intact with no signs of having been removed. Swimwear returns will be refused should they indicate signs of wear, alteration or having been laundered.
FOR ITEMS PURCHASED ON SALE
For items purchased on Sale (Including temporary markdowns, flash sales and use of promotional codes) we will happily issue an exchange or store credit within 30 days from the purchase date, excluding products marked as FINAL SALE. Please note the request for a return label must be made within 14 days of the purchase to ensure we can process the return within 30 days.
For products marked FINAL SALE at time of purchase styles will not be eligible for return or refund, exchange or store credit. This does not affect your statutory rights.
Styles purchased with a take a further discount during a Cyber Sale, Annual Outlet Sale or Warehouse Sale are deemed FINAL SALE.
FAULTY ITEMS
WHAT IF MY ITEM IS FAULTY?
At THE UPSIDE we pride ourselves on our quality construction and premium fabrications but in production, as in life, mistakes can be made. In this rare instance, please contact us as soon as possible at [email protected] with your order number, 2-3 images and a description of the fault.
FAULTY ITEMS FROM STOCKISTS
Faulty items can only be returned to THE UPSIDE online store if they were purchased from the online store. Garments purchased through any other retailer must be returned to them. The retailer will have to make a determination with you as per their terms and conditions of sale.
WHAT IF I RECEIVE AN INCORRECT ITEM?
If you received an item that you did not order, please contact us at [email protected] so we can resolve this for you. Alternatively you can reach us via our contact form by clicking here.
HOW DO I RETURN AN ITEM?
THE UPSIDE orders are shipped in a range of recyclable mailers and boxes, which can be used to return your item/s.
To ensure we can process your return, please follow the below steps:
Step 1 – Check for the following:
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You ordered from THE UPSIDE US online store and the order was shipped to a US delivery address.
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All swing tags are still attached.
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Swimwear garments have the hygiene strip in place.
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Item/s have not been worn or washed, and are in original, clean condition. In the interests of hygiene, please ensure that swimwear is tried on over your own underwear - we may refuse returns where it is clear this precaution has not been taken.
Step 2 – Fill in our returns form:
Step 3 – Contact our customer care team within 14 days of the purchase date via [email protected] to request a return and return label. Please include the below details in your return request:
Step 4 - Print and attatch your returns label to the original box.
Step 5 - Drop off your parcel to the closest Post office, so we can track it safely back to us.
Refunds will be processed to the original payment method within 2 business days of THE UPSIDE receiving the returned item/s. A notification will be sent to the nominated email address at the time of this transaction.
For any other questions, please contact [email protected] via our contact forms by clicking here.
RETURN TO ORIGIN REQUESTS
As per our policy customers are responsible to pay for the shipping and custom rates of their country. In certain situations if a customer denies these custom rates we will require the customer to cover the return fee of $50 AUD back to THE UPSIDE. This will be debited once the return is processed.
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