Returns Policy

WE HAVE A NO QUIBBLE RETURN POLICY

We understand that purchasing online can sometimes be challenging. Please check our sizing charts carefully before making a purchase and if in doubt buy 2 or 3 sizes, we’ll return any unwanted styles no problem.

Contact us:

Call: +61 2 9699 2545 between 9.00am to 5.00pm Monday to Friday (AEST, Australian Eastern standard time).

Email: info@fireflyonline.com.au

RETURNS & EXCHANGES WITHIN AUSTRALIA

Returned items must be sent back within 10 days of purchase. Returned items must be received in their original condition and must not have been worn, damaged, washed, dry cleaned or altered. Returned items must still have swing tags attached.

All items are eligible for a full refund.

How to Exchange/Return:

Please download our returns form here: Australia returns form

Send the items you wish to return to:

Firefly Web Returns Unit 9/23 Bowden St, ALEXANDRIA NSW 2015, ASUTRALIA

EXCHANGES: We’re not able to offer an exchange on orders, all returned items will be refunded once they’ve been received by our warehouse. If you need a different size or colour of an item, then please place a new order.

FAULTY ITEMS: If you receive an item that is faulty or does not match up with the individual garment measurements please notify us by email info@fireflyonline.com.au with a photo of the fault. All faulty items can be returned for free. Once we have received your email with images we will send a return label for you to send the item back. Once we receive the garment back and confirm that it’s faulty we will send you a new item or a refund.

RETURN COSTS

To take the hassle out of returning, we offer a flat rate of $10 AUD for returns in Australia, this will be deducted from your refund. For orders over $200 returns are FREE. Email info@fireflyonline.com.au to request a return label which you simply attach to your parcel and pop in your nearest post box.

Domestic returns can take up to 2 weeks to process depending on your method of return.

RETURNS & EXCHANGES OUTSIDE AUSTRALIA

Returned items must be sent back within 10 days of receipt. Returned items must be received in their original condition and must not have been worn, damaged, washed, dry cleaned or altered. Returned items must still have swing tags attached.

Please download our returns form here: Rest of the World returns form

Send the items you wish to return to:

Firefly Web Returns Unit 9/23 Bowden St, ALEXANDRIA NSW 2015, ASUTRALIA

EXCHANGES: We’re not able to offer an exchange on orders, all returned items will be refunded once they’ve been received by our warehouse. If you need a different size or colour of an item, then please place a new order.

FAULTY ITEMS: If you receive an item that is faulty or does not match up with the individual garment measurements please notify us by email info@fireflyonline.com.au with a photo of the fault. All faulty items can be returned for free. Once we have received your email with images we will arrange for our courier to pick up the item. Once we receive the garment back and confirm that it’s faulty, we will send you a new item or a refund.

RETURN COSTS

Country
Local Returns*
Singapore
Local Returns*
Hong Kong
Flat fee $25*
Malaysia
Flat fee $25*
Indonesia
Flat fee $25*
Thailand
Flat fee $25*
Vietnam
Flat fee $25*
Philippines
Flat fee $25*
UAE
Flat fee $25*
UK
Flat fee $25*
Western Europe
Flat fee $25*
Rest of World
Flat fee $25*

*See below for more details

SINGAPORE:

Please download the Singapore returns form and bring your returned items to our store:
Firefly Boutique, 2-24/25, 163 Tanglin Rd, Singapore 247933 Tel +65 6887 3079
Opening hours 10.00-21.00 Mon – Sun

Once Items have been received instore, head office will be notified and refund will be processed through the original form of payment.

REST OF WORLD:

To take the hassle out of returning, we offer a flat rate of $25 AUD for returns from worldwide (exceptions are Singapore) this will be deducted from your refund. This is arranged through our courier who will come and pick up at your location, please contact info@fireflyonline.com.au to request this.
All International returns can take up to 3-4 weeks to process depending on your method of return.

For all customer and product enquiries, email info@fireflyonline.com.au or call on (+61) 02 9699 2545 between 9.00am to 5.00pm Monday to Friday (AEST, Australian Eastern standard time).