Returns Policy

We accept returns on full priced items within 7 days of delivery, subject to the following conditions:

  • Items must be returned in original condition, unworn, unaltered, unwashed and with their tags attached. Returned garments will be quality control inspected before processing a refund.
  • Items must be sent back within 7 days of delivery, together with original proof of purchase or order number. We suggest trying on all purchases straight away to ensure you can return items within the returns timeframe.

 

Refunds

Full priced items are eligible for refunds, subject to the above conditions. Please note all shipping charges are non-refundable, only the paid price of the garment will be refunded.

HOW TO RETURN

Send an email to info@unrealfur.com.au listing your contact details, order number, the item you want to return & whether you would like to exchange/return/credit along with the reason. This must be done within 7 days of the delivery date.

Please note that all return shipping charges are the responsibility of the customer unless the garment is faulty.

SALE ITEMS

Sale items or items purchased during a promo are eligible for exchanges and store credits, unless marked 'final sale'. Refunds will not be accepted on any sale item unless faulty.

Items marked 'final sale' cannot be returned or exchanged. All sales are final.

If you are unsure of your size, please email info@unrealfur.com.au and our customer service team will be more than happy to assist.

 

Exchanges

EXCHANGING FOR A DIFFERENT SIZE
We can make a direct exchange if your new item is the exact value of the original purchase. If you wish to exchange for a different size in the same colour or shape please email info@unrealfur.com.au with your invoice information. Exchange requests must be made within 7 days of receiving your order.

EXCHANGING FOR A DIFFERENT STYLE
If you wish to exchange for an item with a different value, you will need to email info@unrealfur.com.au with your request and we can either charge the difference to your card or organise payment via the phone.

FAULTY GARMENTS
Please note this policy does not extend to faulty garments. Under the Australian Consumer Law, we are required to repair, return or credit all faulty goods. Please email info@unrealfur.com.au if you have a faulty garment and we will contact you directly to rectify the issue as quickly as possible.

 

Return Shipping

Customers are responsible for all return shipping costs. Please note all shipping charges are non-refundable.

DUTIES & TAXES

Unreal Fur will not be liable for duties and taxes incurred by the recipient as a result of national custom laws. Should the garment be returned to Unreal Fur, only the paid purchase price of the garment will be refunded.

General

Joining Unreal Fur Loyalty Program

-    Joining Unreal Fur is easy. You can either join via the account sign-up directly on our website or in-person at our Warehouse in Melbourne.
-    Joining is free and there are no fees to continue as a member. But, to earn any rewards and benefits, you will need to make Eligible Purchases from Unreal Fur.

About our Loyalty Program and how it works

-    The benefits you receive depend on the Tier you are in. If you do not reach Tier 1 and are a Member, please note you will not receive any rewards.
-    The different Tiers include Member, Tier 1, Tier 2 and Tier 3. 
-    Please note the Benefits offered to members at each level may change from time to time. 
-    Customer spend will not expire and will contribute to the designated loyalty benefits. 
-    Please note that Benefits have no cash or monetary value and cannot be taken or redeemed as cash or equivalent. Benefits are currently not entitled to exchanges.

How do I earn points

-    You will earn one point for every $1 AUD spent online and, in our Melbourne Warehouse excluding the value of any shipping, tax or duty fees associated with your order. You can earn additional points by completing activities that sit on your loyalty page.
-    Points are issued 21 days after placing your order. If your item has been returned, the points will be retracted from your Account.

How to contact us

-    If you have any questions, or if you have any concerns, please contact us via email: info@unrealfur.com.au or by phone on +61398186322.

What happens to my points when I return or exchange an order?

-    Points are issued 21 days after placing your order. Returned items will not accrue points. 
-    Exchanges are eligible for points. In the instance, the exchanged item’s value is different to the original ordered item’s value, points will be adjusted to make up for the difference.
-    In the case of partial refunds of an order, points earned on orders are proportionately reduced, based on the relative value of returned items.

What happens to my rewards currency when I return or exchange an order?

-    Any rewards that had been used on a returned order will be fully returned to your Account once processed.
-    In the case of partial refunds of an order:
o    Rewards used on orders are not returned

Why has my tier been downgraded?

In the event, a returns or exchange has been processed later down the line due to unforeseen circumstances, your balance may have been readjusted therefore can impact the tier you sit in. If you have further queries about your balance, please contact us on info@unrealfur.com.au. We are happy to sit down and review any issues with you.

Why do I already have points?

If you would like to add points from any purchases since June 2023 and it is not displaying in your account, please contact our team at info@unrealfur.com.au

When do my reward vouchers expire?

Vouchers expire after 2 years.