Returns

ONLINE CHANGE OF MIND RETURN POLICY
In conjunction with the Fansdraw Change of Mind Return Policy, the following terms apply to online purchases:

• Refunds can only be processed via our online returns portal
• A $6.95 handling fee is automatically deducted from your refund or store credit when you submit a return via our returns portal.
  If you are requesting an exchange, you will be required to pay the shipping fee during the return submission process.
• Return shipping labels are available exclusively for US customers. If you're returning an item from outside the US, please purchase a return shipping label from your local post office.
• Online orders cannot be refunded in-store.
• Original shipping fees are non-refundable
• Items must be returned in original condition with tags and packaging, and placed inside a protective satchel or outer box (e.g., shoeboxes must not be marked or taped)
• Exchange stock is not held, so we recommend placing a new order for the desired item and requesting a refund for the returned item
• If your requested exchange is out of stock when the return is received, store credit will be automatically issued for the item
• A change of mind return refers to any return where the item is not faulty or incorrect, but is being returned for personal reasons such as incorrect size, unwanted style, or simply no longer wanting the item.

We reserve the right to decline any return that does not meet the return policy conditions outlined above.

ONLINE PURCHASES
If you believe you’ve received a faulty item or an item that doesn’t match your order, please do not submit a standard change-of-mind return.

Instead, contact our Customer Experience team HERE within 48 hours of receiving your order. Be sure to include:

• Your order number
• Clear photos of the item and the fault or error
• A brief description of the issue

Once we’ve reviewed the information, we’ll get back to you with the next steps. If the item is deemed faulty or incorrect, you’ll be provided with a free return label, and you may be eligible for one of the following resolutions:

• Full refund
• Replacement
• Store credit

IN-STORE PURCHASES:
If you purchased the item in-store, please return to the original store of purchase with:

• The item in question
• Your physical receipt or proof of purchase
• A description of the issue

Our store team will assess the item and advise if it meets the criteria for a refund, replacement, or store credit. If the item needs further inspection, it may be forwarded to our head office for assessment.

⚠️ Please note: These cases are assessed carefully and may take a little longer to resolve, as they are treated similarly to a warranty claim.

We’ll do our best to resolve the situation as quickly as possible.

FREE GIFT WITH PURCHASE
If you received a free promotional gift (e.g. Fansdraw NFS) with your order and you're returning your items for a refund, the gift must also be returned.
If you're requesting an exchange or store credit, you’re welcome to keep the free gift.

RETURNING ITEMS FROM A BUNDLE
If your order included a bundle and you only wish to return part of it, that’s totally fine, you only need to send back the item(s) you no longer want.

PLEASE NOTE:

• We can only offer a size exchange for the same item or
• A store credit for the amount paid for the individual item.
  

To start your return, please lodge your request via our online return portal