Exchange & Refund policy

You can return an item within 14 days of purchase if the item is unused, with the original tags still attached and in the original packaging. Here’s how:

  1. To start a return, send us an email at hello@francisriver.com.au. 
  2. Please include your order number & the item you’d like to return & the reason for the return (i.e. wrong size ordered, received the wrong item). 
  3. We will then provide a return address instructions and your Return Authorisation (RA Number). 
  4. Once a return has been received and processed by us, it can take up to 7 days to process your refund back onto your original payment method used to place your order. Please remember it can take a few days for your bank or credit card company to process and post the refund too.

Exchanges

The fastest way to ensure you get the garment you want, is to return the item you have, and once the return is accepted & refunded, make a separate purchase for the new item.

Damages and issues

Please contact us immediately on hello@francisriver.com.au if any items received are damaged or if you receive the wrong item, so that we can evaluate and rectify the issue for you.

Please note: Return shipping is payable by the customer unless you’ve received an incorrect or damaged item. We recommend sending via a traceable method such as Aus Post tracking or Sendle to ensure safe and documented delivery. We take no responsibility for missing incoming deliveries without proof of delivery. The original shipping charges are not refundable and, if you are exchanging for an alternative item, a shipping charge will be applied.

Unfortunately, we cannot accept returns on gift cards.

Francis River reserves the right to deny refunds if the merchandise does not meet our returns policy requirements once assessed.