RETURNS POLICY

• What’s your return policy? (Click for detail)

  We have a no quibble return policy - which does exactly what the label says. You want to return something, for any reason at all, and we won’t quibble, argue or even bat an eyelid. You have up to 10 days to make your mind up about any order. As long as we receive the returned item along with your returns form, in the same condition as you received it, within 10 days of the receipt of your order, we’ll exchange or refund it, no questions asked. (Please note: this refers to online store purchases only.)

• What’s your international return policy? (Click for detail)

  We also have a no quibble return policy for international orders. You have up to 3 weeks to make your mind up about any order. As long as we receive the returned item along with your returns form, in the same condition as you received it, within 3 weeks of the receipt of your order, we’ll exchange or refund it, no questions asked. (Please note: this refers to online store purchases only.)

• Refund policy for sale items (Click for detail)

  While we have a no quibble returns policy for full-priced items, Firefly does not refund returned sale items, this includes any weekly special offers. Customers are entitled to exchange sale items for different sizes, styles or colourways.

• If you live in Singapore read this (Click for detail)

  We’re making it even easier for you to buy with confidence if you live in Singapore! If we have the stock in our Singapore office then your order will be sent to you directly from there. If not, it will be sent from our Australia office at the lowest possible freight cost to you. If you need to return anything, you can return it to our Singapore office. See the details below.

• What happens if I don't like the items or they do not fit? (Click for detail)

  No problem. Just send the item back to us and, depending on your preferences and our stock levels, we’ll either exchange it or give you a full refund. Please fill in and enclose the form attached to your delivery note, or you can download one here.

• Why don't you always offer free returns? (Click for detail)

  We thought about this, but most companies that offer this absorb the costs in other areas – for example putting up the price of their products. We don’t want to do that, so decided to keep things as transparent as possible by letting you know from the offset that it’s our policy to charge for returns. We do sometimes offer free returns during special promotions.

• How long does it take to process my returns? (Click for detail)

  We always endeavour to process returns as quickly as possible, but, when we’re very busy it can take up to twenty-one days.

• Where should I send my returns? (Click for detail)

  If you are returning goods for refund or exchange from ALL areas EXCEPT Singapore please send them to:
  Firefly

  Suite 84, Level 8

  8-24 Kippax Street

  Surry Hills

  NSW 2010.

  Remember to enclose the returns form that accompanies your package, or you can download it from the site, here.

   

  If you are in SINGAPORE and wish to return goods then please return to:

  Firefly,

  66 Duchess Avenue,

  01-06 Duchess Crest

  Singapore 269204

  Remember to enclose the returns form that accompanies your package, or you can download it from the site, above.

• Do I have to pay for postage if I want to exchange an item? (Click for detail)

  Unless you have an offer providing free returns (we do promotions every now and then) then you will have to pay for return postage yourself. However, we will happily post you out a different size or style for free.

• What if I want to exchange my item for something cheaper or more expensive? (Click for detail)

  We will refund the price difference between your item and a cheaper one, or require extra payment to match the price of a more expensive one.

• How long do I have to exchange items? (Click for detail)

  As with returns, it’s 10 days from the receipt of your order.

Download the returns form