Returns Policy

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RETURNS

How do I return my product?

Initiate a return via our RETURNS PORTAL.

What is your return policy?

Initiate a return via our RETURNS PORTAL.

RETURN POLICY:

  1. Refunds are applicable to full price items or orders containing a 10% sign up code, all refunds will be processed back to their original payment method. 
  2. Sale items or other items purchased with a discount code of 49% or lower are only eligible to return for a store credit or exchange. 
  3. Final Sale items marked final sale or items marked 50% off and over cannot be returned or exchanged unless deemed faulty. 

EXCHANGES/SHOP NOW:

To be eligible for an exchange or to utilise our Shop Now function via Loop Returns, your return must meet the following criteria: 

  1. Your item must be sent within 14 days from when your order was dispatched. 
  2. Your item must be returned in its original clear poly bag packaging and with swing tag still attached. The item must be unused and in the same condition that you received it. The garment must be unwashed, must be unmarked, must be unaltered and must be undamaged. Any garment returned that is soiled or damaged in any way, will not be eligible for return.
  3. Swim & intimate bottoms must be unworn with the hygiene sticker attached to be eligible for return.


STORE CREDIT:

To be eligible for a store credit, your return must meet the following criteria:

  1. Your item must be sent within 14 days from when your order was dispatched. 
  2. Your item must be returned in its original clear poly bag packaging and with swing tag still attached. The item must be unused and in the same condition that you received it. The garment must be unwashed, must be unmarked, must be unaltered and must be undamaged. Any garment returned that is soiled or damaged in any way, will not be eligible for return.
  3. Swim & intimate bottoms must be unworn with the hygiene sticker attached to be eligible for return.
  4. Credit notes are valid for 36 months from the date of issue and cannot be extended.


REFUNDS:

To be eligible for a refund (excluding any shipping & handling fees), your return must meet the following criteria:

  1. Your items must be purchased at full price or with a discount code lower than 14% off. 
  2. The items are returned within 14 days of your order being dispatched. 
  3. Your item must be returned in its original clear poly bag packaging and with swing tag still attached. The item must be unused and in the same condition that you received it. The garment must be unwashed, must be unmarked, must be unaltered and must be undamaged. Any garment returned that is soiled or damaged in any way, will not be eligible for return.
  4. Swim & intimate bottoms must be unworn with the hygiene sticker attached to be eligible for return. 


RETURN SHIPPING COSTS:

  1. AUS customers are responsible for return shipping costs. At time of return processing via Loop Returns, the customer will be supplied with a return postal address and can purchase a return label via their preferred carrier.
  2. Customers outside of AUS are responsible for return shipping costs via the shipping provider of their choice. Please reach out to returns@szep.com.au with your associated order number to initiate your return.


FAULTY RETURNS:

If you believe you have received a faulty item, please follow the below steps:

  1. Email our team at returns@szep.com.au quoting your full nameorder number and in focus images of the fault.
  2. Once we receive your email with the requested details, if deemed faulty, we will provide you with a replacement, 100% store credit or refund subject to our obligations under the Australian Consumer Law. Shipping costs incurred by you will also be refunded or credited.

To the maximum extent permitted by law, SZEP shall not be liable for any defect or damage to the Product which may be caused, or partly caused, by or arise as a result of:

  1. You failing to properly maintain or store the Product;
  2. You using the Products for any purpose other than that for which they were designed;
  3. You failing to follow any washing or care instructions or guidelines provided by SZEP.


WHERE TO DROP OFF PARCELS: 

We recommend lodging your return via an Australia Post location where confirmation of lodgement is provided. Without this, we are unable to investigate lost in transit parcels.


RETURN PROCESSING TIME: 

You will receive an email notification from your courier when our team has received your return. After receiving this notification, please allow up to 3-5 business days for your return to be finalised. You will receive a second email when your return has been processed. All funds should appear in your bank account within 5-10 business days of being processed. If your item is eligible for a refund, the funds will be returned to the original form of payment.


INTERNATIONAL RETURNS:

If you are located outside of Australia, please email returns@szep.com.au to initiate your return. 


PRE ORDERS:

Once a Pre-Order order has been processed, you are not entitled to a cancellation of order. Instead we welcome you to process a return once the order has been received to you. We do not offer refunds/order cancellations for change of mind. For more information on pre-order shipment dates, these will be listed within the individual pre-order product description.


HAVE A QUESTION OUTSIDE OF THE ABOVE? 

Contact us at returns@szep.com.au

ORDERS

How can I cancel my order?

If you need to amend your order, please reach out to us at hello@szep.com.au. Please note, the ability to amend your order will depend on the time since your order was processed.

What if I receive the wrong product?

Please reach out to us at hello@szep.com.au and we will be able to further assist.

Do you offer exchanges for faulty items?

Please reach out to us at hello@szep.com.au with your order number and an image of the fault so we will be able to assist you further.

When will I receive my pre-order item?

Please refer to the individual product description for all pre-order dispatch date information. Otherwise, please reach out to us at hello@szep.com.au and we will be able to assist.

Will my pre-order item be shipped with the rest of my order?

If you place an order with a mix of pre-order styles and available styles, your complete order will be dispatched once the associated pre-order item is ready for dispatch.

PRODUCT

How do I care for my product?

To care for your garments so they serve you for years to come, please see the following care guide:

  • COLD GENTLE MACHINE WASH
  • WASH WITH LIKE COLOURS AND MILD DETERGENT
  • REMOVE FROM MACHINE IMMEDIATELY
  • AVOID ROUGH SURFACES
  • DO NOT BLEACH, SOAK, RUB, OR SPOT CLEAN
  • DO NOT TUMBLE DRY
  • DO NOT IRON
  • DO NOT DRY CLEAN

If you are ever unsure, we recommend referring to the individual product care instructions found via the individual product listings within our website.

Are Szep bottoms squat proof?

Whilst we do everything we can to ensure Szep bottoms are squat proof; soft, high quality fabrics naturally stretch to fit your body which can show darker coloured underwear. We recommend wearing like coloured underwear to match.

What size does Chloe wear in Szep?

Chloe traditionally wears a size M in all styles/garments:

Height: 178 cm 

Waist: 71 cm

Bust: 79 cm

Will you be restocking?

Szep prides itself on limited edition collections and drops that are only made in small quantities. We want each piece to be special to our community. In some instances, styles may be released in second round drops and/or different colours.

Are Szep products sweatproof?

As with most fabrics some garments, especially lighter or brighter colours, may show sweat marks during wear.

How are Szep Garments made? Is it ethical & sustainable?

At Szep we take pride in what we produce. That’s why every piece starts with a sketch which is then thoughtfully brought to life by a team of experts. Our process may be longer than other brands, but we believe in slow fashion that puts quality over quantity.

All designs start with an idea from Chloe Szep, who is involved in every step of the design and fit process to ensure it is in line with what the Szep Squad expects. We use high quality fabrics from ethical mills and suppliers. All of our fabrics are tried and tested with the Szep team to ensure they stand the test of time. Recycled fabrics are integrated into our styles where possible, this is listed within individual product descriptions.

Our brand prides itself on high quality limited-edition and on-demand drops to reduce wastage and excess in landfills. In 2020, we replaced existing bags with biodegradable poly bags and mail bags to ensure we’re moving in a positive direction for our plant.

For additional information please email hello@szep.com.au.

CUSTOMER CARE

How do I contact you?

Email us at hello@szep.com.au for all enquiries. We will endeavour to get back to you as soon as possible.

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