Returns POLICY

 

Returns & Exchanges

AUSTRALIA DOMESTIC

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Returns & Exchanges

International

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RETURNS BY POST – AUSTRALIA ONLY

Our Return Policy

SUNSOAKED is rebranding and has now commenced the steps towards clearance.  If your return does not comply with these conditions your item/s will not be accepted and returned to you at your cost.  Please refer to below terms to understand your Order’s return eligibility.  

To make a return:

  1. Australian customers can submit a request for return by emailing our Customer Care Team at customercare@sunsoaked.com.au including your name and order number to determine return eligibility.  Please refer to SUNSOAKED’s terms of Clearance – Final Sale ahead of the rebrand to AUR OCEÀ.
  2. A member of our Customer Care Team will be in touch via return email to advise of your eligibility and available options. 
  3. Please include your returns paperwork in your package. For exchange please ensure you note the style / size you wish to exchange for. 
  1. Please use a trackable Australia Post mailing service. Postage costs to return Clearance items are at the expense of the customer.
  2. Returns may take up to 10 business days to be processed.  A member of our customer care team will be in contact with you via email to advise of action taken.  Slight delays to return processing may be experienced during busy sale and promotional periods, due to higher volumes.

 

SHIPPING, RETURNS AND EXCHANGES POLICY – DOMESTIC

Shipping

FREE EXPRESS DOMESTIC SHIPPING FOR ORDERS OVER $200 AUD.

Delivery times are typically 1-3 working days within Australia but are dependant on your location. Please check local guidelines for shipping times to your region.

Orders under $200 will incur a $9.95 shipping fee.  SUNSOAKED also offers an express shipping option within Australia, this will incur a $15 fee for orders under $200 AUD.

Australian customers can submit a request for return by emailing our Customer Care Team at customercare@sunsoaked.com.au including your name and order number to determine return eligibility.  Please refer to SUNSOAKED’S terms of Clearance – Final Sale ahead of the rebrand to AUR OCEÀ.

Please note purchases made on a weekend will be processed within 24 hours of the next business day.

SUNSOAKED uses registered Australia Post service within Australia which allows us to track any purchase.  As we use a registered postal service a signature may be required upon receipt.  It is recommended that you provide an address where you will be located during office hours.  If nobody is available to sign for your delivery, a card will be left and the parcel will be taken to a local post office.

Delivery times given are guidelines only and do not take into account possible delays due to payment authorisation or factors beyond the control of SUNSOAKED.  SUNSOAKED cannot be held liable for any delay in delivery as the above times are estimates provided to us by the freight company, being Australia Post.  For locations outside of metropolitan areas please allow an additional two days.

All prices are in Australian dollars.

Store Credits

All valid (in date) SUNSOAKED Store Credits will be honoured and transferred to the rebrand AUR OCEÀ.  A member of our Customer Care Team will be in touch via email to advise of your store credit details. Valid store credits will be eligible for use on AUR OCEÀ’s online store from September 2024. 

SUNSOAKED’s much loved signature core swim styles will be migrated to the AUR OCEÀ rebrand.

Exchanges

At SUNSOAKED we want you to be completely happy with your purchase.  So if you change your mind or need to swap a size or colour we will offer you a refund or an exchange on products purchased from this site provided that:

  • the garment is of the same style and value as the original order;
  • the garment is returned to us in its original condition including packaging;
  • it has not been worn;
  • it has not been washed; and
  • all of the labelling is in tact.

Refunds

Refunds will be processed within 10 business days of us receiving your product.  You will be notified via email when this has been processed.  Please note that your banking institution may require additional days to process and post this transaction to your account once they receive it from SUNSOAKED.

Refunds are offered on full price items only.

We will process the full refund and you will need to place a new order for a replacement item if the item is of a different value to the original order.  Payment adjustments cannot be made via PayPal.

PLEASE NOTE: The customer is responsible for the cost of sending the goods back to SunSoaked (by trackable post) unless your garments are faulty.

Final Clearance Sale

Item/s marked as “CLEARANCE – FINAL SALE” cannot be returned for a refund or store credit, unless in the event of them being faulty. Items are eligible for direct size exchange, pending size availability. Please note, if your desired exchange size is not available, you cannot return the item for store credit or refund. If CLEARANCE – FINAL SALE items are returned despite this policy, items will be sent back to you at an additional charge.

Sale and Discounted items returns policy

  1. Online sale item purchases – we accept exchanges for an item of equal or greater value on sale items in accordance with our Returns Policy. We do not offer refunds on sale items.
  2. We will offer a store credit on sale item returns, valid for a period of 12 months from date of receipt.
  3. We will offer a full refund should an item be deemed faulty.
  4. Clearance items are not eligible for return, refund or exchange.

Promotional Sale items returns policy

Items that have been purchased during a promotion (e.g FLASH SALE) are subject to promotional specific return conditions. Accepted exchanges are based on like or similar style, if stock allows. Please refer to the promotion for specific terms and conditions. Additionally, please anticipate slightly longer processing times during peak sale periods.

Terms and Conditions to Online Returns

  1. The offer is available for all SUNSOAKED online orders delivered to an Australian address and excludes international returns.
  2. The first return/exchange postage is FREE after which the customer is responsible for the cost of any subsequent returns/exchanges.
  3. The offer is only available to online SUNSOAKED orders and not items purchased from retail partners stocking our garments.
  4. Returns will be accepted within 60 days of original purchase date.
  5. Store credits do not cover the cost of postage. Store credits can only be used towards an item for purchase on the online store.
Condition of Returned Garment

All items must be returned in the original condition, unworn, unwashed with hygiene liners and swing tags in place. Due to health regulations garments that are soiled, marked, worn, damaged or laundered will not be accepted and will be returned to the customer at the address supplied at time of purchase.