Returns & Exchanges
Last updated: 1 September 2025
We want you to feel confident, cared for, and delighted when shopping with us. This policy explains how your orders are handled, how returns and exchanges work, and what exceptions apply — all with clarity, warmth, and fairness.
1. Placing an Order
- Place your order online at thefoundation.com.au.
- Full payment is required at checkout — we accept major credit cards and PayPal.
- After purchasing, you will receive an order confirmation email to your inbox.
- Contact one of our stores to make an order over the phone. Full payment via credit card is required at time of order.
2. Shipping & Delivery
- Australia (Standard): Free for orders $150 and over, $10 flat rate if under $150; delivery in 3–7 business days.
- Australia (Express): $15 flat rate; delivery in 2–4 business days.
- International: $25 flat rate; delivery in 7–21 business days.
- These are estimates and may vary due to couriers or customs. Shipping risk passes to you upon delivery.
3. Returns & Exchanges — What You Need to Know
Eligible Returns
- Change of Mind:
- Acceptable within 30 days of purchase.
- Items must be unworn, unwashed, in original packaging, with tags attached.
- For hygiene and sizing integrity, briefs, shapewear, bodysuits, and hosiery are not returnable unless faulty.
Outlet Item Exceptions:
- Items discounted by 50% or more and all Outlet items are final sale and are ineligible for return, even if in perfect condition and not faulty.
Faulty Items
- If your item is faulty, you are entitled to a replacement, repair, or refund as per Australian Consumer Law (ACL).
- We inspect and consult suppliers if needed. We'll keep you informed and cover return postage for confirmed faults
4. Refunds, Exchanges & Store Credit
|
Purchase Type |
Return Option |
Refund Available? |
Return Postage Paid By |
|
Full-price online |
Refund, exchange, or store credit |
Yes (excluding postage) |
You |
|
Discounted online (< 50%) |
Exchange or store credit only |
No |
You |
|
Discounted 50%+ or Outlet items |
Not eligible |
N/A |
N/A |
|
In-store purchase (any type) |
Store credit or exchange only |
No |
You |
|
Faulty item (any purchase) |
Refund, exchange, or repair |
Yes |
We cover it |
- Store credit is valid for 3 years from date of issuance.
5. Free Gift & Promo Return Clause
If a free gift was included as part of a promotion and you wish to return the main purchase, the free gift must also be returned. If not, the RRP of the free gift will be deducted from your refund.
6. How to Make a Return
- Complete this FORM and return your eligible item to one of our stores. Contact us first if the item is faulty or not as described.
- On receipt and inspection, we’ll process your exchange, store credit, or refund (if applicable). Store credit details will be emailed within 10 business days.
7. Your Rights Under Australian Consumer Law
Consumer guarantees under the ACL cannot be excluded or limited. If your purchase has a major failure, you're entitled to a repair, replacement, or refund, in addition to fair compensation for foreseeable losses.