We hope you understand that Golden Brown is not a large corporation or fast fashion label but a slow fashion brand run by less than a handful of family members. It takes time, energy and materials to pack and ship your order. For this reason we hope you will understand our returns policy.
We are always happy for you to exchange a size or colour (depending upon availability of stock), however if you are not satisfied with your purchase we are happy for you to return it to us in exchange for a store credit.
EXCHANGE POLICY
Items can only be exchanged for a different size or colour in the same style. All exchanges are subject to availability. Shipping to and from for exchanges is at the cost of the customer and additional postage must be purchased from our website or a prepaid envelope must be supplied.
Please note sale items are final sale and cannot be returned for a refund or exchange unless deemed faulty.
Exchange items, will only be accepted if;
* the goods are in saleable condition, with all tags still intact;
* the goods have not been worn, damaged or washed;
* the goods are returned within 7 working days of receiving your item; and
* the original invoice as proof of purchase is provided.
Golden Brown only accepts returns for the below reasons:
* Item is faulty (unless caused by you); or are different to the goods that you ordered.
RETURNS (for refund) POLICY
* We do NOT accept returns for a refund for a change of mind, only for reasons of faulty merchandise.
We are so thankful for our close knit community of customers and so it is always our wish that you are happy with your purchase. If you find your purchase is not suitable we are happy to offer you a store credit for the value.
*Please note that perception of colour of a garment is not a valid reason for return. We try as hard as possible to represent the colour of each garment as closely as possible but individual perception, photography editing, lighting, and screen monitors can alter ones perception of colour.
Golden Brown only accepts returns that comply to the below terms:
* the goods have all tags still intact;
* the goods have not been worn, damaged or washed;
* the goods are returned within 7 days of receiving the item.
All returns must be returned to Golden Brown within 7 days of receiving to be eligible for a refund. Returns after this period will not be accepted. If a refund is approved, the refund will be applied to the original card of purchase only. We do not refund original shipping charges.
Please note sale items are final sale and cannot be returned for a refund or exchange unless deemed faulty.
RETURN SHIPPING
Return shipping must be prepaid and traceable method to ensure safe and documented delivery. Golden Brown takes no responsibility for missing incoming deliveries. Return and Exchange shipping charges are not refundable.
Golden Brown will reimburse any reasonable document shipping charges for return of goods that have been deemed faulty.
Process of returning an item:
Please send an email to customerservice@goldenbrownthelabel.com listing your Name, Order Number, and the reference of the item(s) you would like to return.
Please specify the reason (size or color exchange), or send a photo if there is a defect. Our customer care will handle your claim within 2-3 working days.
When your claim is accepted, you will receive a confirmation email, and return the item to our address, along with all information stated above. We will refund your money after the item is received. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us (typically 3-5 business days).
PRICES
Prices are set to default in AUD unless selected to view otherwise. Price and availability of these products sold on this site are subject to change without notice.
PAYMENT METHODS
Full payment is required before shipping unless using ZipPay; it is only effective when the funds are received net of charges in Golden Brown’s bank account.
DELIVERY TERMS
Orders are prepared from readily available stock; they are sent out within 3 days upon reception of the full payment into Golden Brown’s account. The shipping information will be send to you by Golden Brown, so you can track your order. Following credit authorisation and verification, you will receive your order within 5-7 business days. This is an estimate. This does not include weekends or holidays.
SHIPPING
In case of problem or delay, please contact the Courier directly, as per the indication we supply upon delivery.
If you are not at the indicated address at the time of delivery, the courier will attempt to deliver the package three more times, leaving a card with instructions on each occasion.
Golden Brown is not responsible for any matter regarding the custom policies or administrative fees and duties that may apply in customer country. We will be happy to assist you if you have any questions about this matter
TRACKING
Use the shipping information, Airway Bill with the Tracking number sent to you by our admin to track the status of your shipment.
CONDITION OF RECEPTION
Products are guaranteed original and genuine. The invoice is the certificate of guarantee. Courier is responsible of delivering goods in the same quantity and state as per their pick-up. Upon reception, you are responsible of checking your parcel, and the integrity of the Golden Brown seal; any discrepancy such as damage or loss, should be escalated, and claimed directly to the courier. Any events, whatever they are, which evade Golden Brown’s willpower (force majeure, strike, administrative decision, shipping problem, etc.) and which may affect the execution of the delivery, cannot be used against Golden Brown as a matter of cancellation of the order, neither can give you the right to claim for damage and interests.
DOCUMENTS
We supply a commercial invoice only. We will not be held responsible to supply any additional document.
PRIVACY POLICY
Personal data are mainly processed using automated tools and exclusively for the purposes indicated and the time strictly necessary for achieving the purposes for which they were collected.
Customer email addresses can be used for sending newsletters and updates with valuable information.
ORDER CANCELLATION
Once an order has been processed, we cannot make any changes or cancel your order. In the event of unavailable stock situation, we will liaise with you by email to propose an agreeable alternative.