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RETURNS & EXCHANGES

 

Returns update: COVID-19

Due to the current circumstances surrounding COVID-19, there will be a slight delay in processing International returns. All International parcels returned to our warehouse will be subject to a 5 day quarantine period. You will receive an email confirmation as soon as your return has been processed.


Full priced items - eligible for a full refund or online store credit*

Items purchased during a sale or promotion - all sale items are final sale, this includes items purchased during a promotional period.

These pieces are not eligible for a return (refund or online store credit).


We understand that shopping online can be difficult - so please note our customer service team are here to assist you should your items not work out.

We currently do not offer exchanges. Instead, we encourage you to place a new order for your desired item and then return the original item for a refund (if eligible).

For all returns enquiries, please visit our FAQ page or reach out via our live chat or email; info@possethelabel.com.

Returns -  terms & conditions

  • All items must be in their original condition; unworn, unused, unwashed, with the return tags still attached. All returns are accepted at the discretion of our team. Any item/s returned without their returns tag, will not be accepted, and will be returned back to the customer.
  • Swimwear must be returned in original condition with the hygiene sticker and tags still attached.
  • We are unable to accept returns on earrings due to hygiene reasons.
  • Returns are to be sent within 14 days of delivery.
  • The return shipping cost is the responsibility of the customer, we do not refund the cost of shipping unless the item is deemed faulty by our team.
  • POSSE cannot be held liable for the loss of garments being returned. We recommend sending your item/s back using a prepaid service that offers tracking.

How to return

  If your purchase is not exactly what you are looking for, you have 14 days from the order date to arrange your return. Please follow the steps below:

  1. Go to the following link: https://dhl-returns.com/theposse
  2. Your return will be lodged and our team will approve the return
  3. A pre-paid label will be provided to you for USPS and your return will be sent to our USA collection warehouse. This will then be sent onto our Australian distribution centre. The return fee is $15 USD, which will be deducted from your refund once received.
  • If the value of your order being returned exceeds $1,000 AUD, you will be charged import duties & taxes. This amount will be deducted from your refund.
  • If your return is outside of the return period, you will not be able to use our DHL returns portal. Please contact info@possethelabel.com for further assistance.

Faulty or incorrect items

      We sincerely apologise for any inconvenience caused by receiving a faulty garment. Our warehouse team do ensure all items are subject to a quality control prior to dispatch.

      In the unlikely case that you do receive a faulty, damaged or incorrect item, please contact our customer care department as soon as possible via email:                                         info@possethelabel.com. Please include your order number and any images of the fault/incorrect item and we will work with you to resolve it as soon as possible.

Sale items

      All sale items are final and cannot be returned unless deemed faulty.

      Please choose wisely - if you have any questions or concerns, please reach out to our customer service team via our live chat or on email: info@possethelabel.com 
      Our team will happily assist you further!

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