Exchange & Credit Policy

Let’s get it right the first time.

Every piece we make is made in a small run. Chosen fabric. Argued-over finishing. Someone’s name on the print.

So we’d honestly rather help you choose well than have you post something back to us.

Ask us before you order. We mean it.

Email care@thr3letter.au and tell us your measurements and the piece you’re looking at. We’ll tell you which size to take. We’ll tell you where it’s fitted and where it’s forgiving. And if we don’t think it’s going to work for you, we’ll tell you that too even if it costs us the sale.

We usually answer the same day.

And if it still isn’t right

You have 7 days from the day it arrives. Three ways to go, and it’s your call.

Swap the size. Same dress, different size. Whatever we have.

Swap the piece. Changed your mind on the style altogether? Take something else. Pay the difference if it’s more. We’ll credit you if it’s less.

Take the credit. Not sure yet? We’ll send you a credit code worth 110% of what you paid. A little more than you spent, because we’d like you to come back.

It’s good for six months. It works on anything, new season included. 

The part we want to be straight with you about

We don’t do refunds on change of mind, and we don’t yet cover return postage.

We could bury that at the bottom of this page. We’d rather just say it.

We’re a small team. Every piece is made in a small run, and international shipping in both directions is genuinely expensive for a brand our size. Free returns would mean either raising our prices or cutting corners on the fabric, and we’re not willing to do either.

So this is the deal we can offer, and we’ve tried to make it a good one: three ways out, three weeks to decide, and a little extra on top if you take the credit.

If something is faulty or we’ve sent you the wrong thing that’s completely different, and it’s on us. Scroll down.

How it works

1. Email us. Within 7 days of delivery. Send your order number, which piece is going back, and which of the three options you’d like. care@thr3letter.au

2. We’ll send you the address. Usually within a day, with a short note on how to pack it.

3. Post it back. You arrange it, you pay for it. Please use a tracked service and hold onto the number once it’s in the post, we can’t chase what we can’t see.

4. We check it in. Within 6-7 working days of it landing with us.

5. That’s it. New size goes out, or your credit code lands in your inbox. Six months on the clock from the day we send it.

Before you take the tag off

Try it on first. Shoes off, over your clothes, in front of a proper mirror. Take your time.

Every piece arrives with a tag once it’s off, the piece can’t come back to us. That isn’t us being difficult  it’s the only way we can be certain the next woman receives it exactly as she should.

So: mirror first. Tag second.

We need it back unworn, unwashed, tags on, in its original packaging, and free of perfume, makeup and deodorant marks. If it comes back to us worn or without the tag, we can’t accept it, and we’ll have to send it back to you.

What can’t come back

Sale and markdown pieces. Accessories. Gift cards.

These are final. It’s the trade for the price.

If it arrives wrong, or damaged

Then we’ve let you down, and we’ll fix it properly.

Email care@thr3letter.au within 7 days with your order number and a few clear photos.

Once we’ve had a look, you choose a replacement, or a repair. We pay the postage. You shouldn’t be a rupee, a dollar or a pound out of pocket because we got it wrong.

No arguing. No hoops.

Your rights

Nothing here takes away any right you already have.

In Australia, our pieces come with guarantees that can’t be excluded under Australian Consumer Law. If something has a major problem, you can choose a replacement or a refund. If it’s minor, we’ll put it right.

In the UK and EU, you have 7 days from delivery to change your mind and get your coupon code. Just email us. Return postage is yours, and the tags need to still be on.

Anywhere else, whatever your local law gives you, you keep.

Quick version

 

Still not sure?

Then ask. Really.

We’re a small team and a real one, and we’d much rather have a five-minute conversation with you now than send you a size that was never going to work.

care@thr3letter.au