Refund policy

At FOMA Collective, we curate fashion, accessories, jewellery, handbags, millinery, and culturally inspired designer pieces from independent labels across Australia and internationally. Because many of our products are handmade, made in small runs, limited edition, made-to-order, or fulfilled directly by individual designers, our return and refund process is designed to be fair, clear, and aligned with Australian Consumer Law.

1.1 Australian Consumer Law

Nothing in this policy excludes, limits, or replaces any rights you may have under the Australian Consumer Law (ACL). If a product has a major failure, is not as described, is faulty, or is unfit for its intended purpose, you may be entitled to a repair, replacement, or refund in accordance with the ACL.

1.2 Change of mind

Due to the nature of our curated marketplace and the types of products sold on FOMA Collective, we do not offer refunds or returns for change of mind, including where:

• you selected the wrong size, colour, style, or variation;
• you changed your preference after purchase;
• you no longer require the item;
• you expected a different fit or drape based on personal preference;
• there are slight differences in print placement, weave, beadwork, handmade finish, or colour tone that do not amount to a defect; or
• delivery took longer than expected due to customs, cross-border transit, remote designer dispatch, or courier delays outside our reasonable control.

We strongly encourage customers to review product descriptions, measurements, material information, and imagery carefully before placing an order.

1.3 Faulty, damaged, incorrect, or not-as-described items

If your item arrives damaged, faulty, incorrect, or materially different from its description, please contact us within 5 days of delivery at the contact details listed on our website.

To help us assess your request promptly, please include:

• your order number;
• the full name used on the order;
• clear photographs of the item, packaging, and issue;
• a short description of the problem; and
• where relevant, photographs of any shipping damage on the outer packaging.

Once received, we will assess the issue with the relevant designer or fulfilment party and determine an appropriate remedy. Depending on the circumstances, this may include:

• a repair;
• a replacement;
• store credit; or
• a refund to your original payment method.

1.4 Eligibility conditions for approved returns

If a return is approved, the item must:

• be returned in original condition unless the issue relates to an accepted fault;
• be unworn, unused, and unwashed;
• include original tags, packaging, dust bags, inserts, or branded wrapping where applicable; and
• be posted within 7 days of return approval, unless we advise otherwise in writing.

We reserve the right to decline a return where the item shows signs of wear, damage caused after delivery, misuse, alteration, or failure to follow care instructions.

1.5 Non-returnable items

Unless required by law, we do not accept returns or refunds for:

• earrings and certain jewellery for hygiene reasons;
• beauty, skincare, fragrance, or personal care items once opened or used;
• made-to-order, custom-made, altered, tailored, personalised, or commissioned items;
• headpieces, hats, fascinators, veils, or occasion millinery that show signs of wear or handling inconsistent with inspection;
• sale, clearance, sample sale, archive, promotional, or final sale items; and
• gift cards.

Where a product page states that an item is made-to-order, limited-run, final sale, or non-returnable, that condition forms part of the sale terms, subject always to your rights under the ACL.

1.6 Sizing and handcrafted variation

Many FOMA Collective items are produced in small batches or handmade formats. Minor variations in sizing tolerance, fabric texture, print placement, embroidery, beadwork, weave, finishing, and colour tone may occur and are not considered faults where they are consistent with the handcrafted or artisanal nature of the product.

1.7 Return shipping costs

Where a return is approved due to a verified fault, damage, or incorrect item supplied, return shipping costs will generally be covered or reimbursed by FOMA Collective or the relevant designer, subject to prior approval.

Where a return is exceptionally approved for reasons outside fault or legal entitlement, the customer is responsible for all return shipping costs, shipping protection, customs documentation, duties, and any related charges.

1.8 International returns and customs

As some items are fulfilled internationally, approved returns may need to be sent to a designer or fulfilment location outside Australia. Customers must follow the return instructions provided by us exactly. FOMA Collective is not responsible for parcels returned to the wrong address, duties created by incorrectly declared returns, or delays caused by customs authorities.

1.9 Refund timing

Approved refunds are processed back to the original payment method. Once issued by us, your bank or payment provider may take additional time to complete the transaction.

Original shipping charges are generally non-refundable unless required by law or where the issue resulted from our error or a verified product fault.

1.10 Refused deliveries or unclaimed parcels

If a parcel is refused, left unclaimed, or returned to sender due to an incorrect address, non-payment of customs duties, or repeated failed delivery attempts, we may deduct any return shipping, handling, customs, or restocking costs from any refund or store credit, to the extent permitted by law.

1.11 Return abuse

We reserve the right to refuse returns, cancel orders, or restrict future purchases where we reasonably suspect return abuse, fraudulent claims, repeated chargebacks, resale behaviour, or deliberate misuse of our returns process.