Returns Policy

At B Free Australia, we prioritise your satisfaction above all else. We want you to be completely happy with your purchase, which is why we offer a hassle-free return policy.

If you receive an item that's eligible* for return, you can Exchange it or receive a Store Credit with no expiry date within 30 days of placing your order.

For our Australian customers, we now offer FREE standard shipping to send your exchange parcel to you, and an easy to purchase $10 return shipping label to ensure a quick and seamless return experience. We hope this policy gives you peace of mind while shopping with us, and please don't hesitate to contact our friendly customer service team if you have any further questions or concerns.

*Eligible Return Items: All items must be returned in new condition, not worn or washed, with tags attached.

You may return any item except for the following (due to hygiene reasons):

• Adhesive or velcro items
• Knickers & all G-string types
• All reusable pads
• Tea & cosmetics
• 100% Cotton tops & babywear
• Clearance & seconds
• Further exceptions will be listed in the description of the product page if applicable

1. Enter your details and follow the steps in the RETURN PORTAL to select the items you would like to return, the reasons why and your preferred resolution.
2. Once you have submitted your return, check your email for an invoice to purchase your Easy $10 Return Label (ensure to check your spam/junk folders if needed).
3. Once you complete payment, you will be emailed a link to download your return label and packing slip. Pack your items with the packing slip inside the satchel, and attach the return label (making sure to cover any existing address label) and post at a red posting box or the post office.

• If you choose to exchange, we will release your exchange order with FREE standard shipping as soon as your return label is in transit
• If you choose store credit, your full credit will be issued upon delivery of your return.

Please note that you must lodge your return in the Return Portal within 30 days of placing your order. All parcels must be posted within 2 weeks of lodging your return online.

Have a fitting question or need some advice?

As women with unique body shapes and sizes we understand that online shopping can be tricky. We have a dedicated team of fitting professionals and lingerie experts ready to help you find the perfect style, size and fit for you.

For fitting advice, call us on 03 8007 3535. For all other enquiries please contact us via our submit a request form.

Store Credit Policy

Upon receipt of your parcel, the value paid for the items returned will be issued as store credit in the form of a credit code that can be kept to use with no expiry.

Exchange Policy

You may exchange eligible return items for a different size or colour of the same style, or to any other products on the B Free store. Please follow the guide in the return portal to make your exchange selection. If you would like to add more items to your exchange order, please contact our customer service team through our submit a request form and we will happily assist you.

We now offer FREE standard shipping on your exchange parcel. As soon as your return parcel is in transit we will process your exchange order.

We have a wide range of seamless underwear, bras, bodysuits, tops and slips, accessories, shapewear, hosiery, sportswear and more, and can provide personalised styling and fitting advice for any item from our website for a replacement. We are happy to assist you with selecting an exchange item.

Refund Policy for Change of Mind

We understand that there may be instances when you change your mind or find that the item doesn't fit as anticipated. However, please note that we do not offer refunds for these reasons. Instead, we are dedicated to ensuring your satisfaction with your purchase and offer convenient exchanges or store credit with no expiry date. If you receive an item that's eligible* for return, you can exchange it or opt for a store credit within 30 days of placing your order. The store credit provides you with the flexibility to take your time and explore our extensive variety of products without worrying about expiration. Our vast collection is designed to cater to a wide range of preferences, and we encourage you to browse through our diverse categories to discover the ideal alternative:

• Shop Bras
• Shop Underwear
• Shop Shapewear
• Shop Maternity
• Shop Leakproof
• Shop Lounge & Sleep
• Shop Activewear
• Shop Swim

Our aim is to ensure your complete satisfaction with your purchase, and we appreciate your understanding.

*Please refer to our return policy for details on eligible items and return conditions.

Refund Policy for Manufacturing Faults

Our commitment to you is to provide high-quality products, and we conduct a thorough quality check before sending out all our items. In the rare case that your item has a manufacturing fault, we will happily exchange the item or refund your original payment method. To initiate a refund request for an item with a manufacturing fault, please contact our team through our submit a request form. We kindly request that you include your order details, a description of the issue, and photos of the affected item including the care label and the barcode sticker on the packaging.

Once your refund request is approved, we will process the refund through the original payment method. Please allow up to 7 days for the refund to appear on your statement under the name of B Free Intimate Apparel Australia. If your order was paid partially by gift card and partially by a different payment method, the refund will be applied to the gift card first. 

Return to Sender Policy

Please note that if the address entered when placing an order is incomplete or incorrect, the parcel may be marked as 'Return to Sender' by Australia Post. Return to Sender parcels come at a cost of $10 to the business which will be passed on to the customer. Please carefully ensure that your shipping address is correct when placing an order to avoid incurring a Return to Sender fee or further shipping costs. If you have already placed an order and the address is not correct, please contact us immediately on 03 9553 0188 and we will do our best to correct the shipping address if possible.

We strongly advise against returning a parcel by marking it as 'Return to Sender'. To return a parcel please follow the procedure outlined in the our returns policy and ensure that shipping for the return parcel is paid for. If we receive returns that have been marked as 'Return to Sender', a fee of $10 will be deducted from your return amount.

International Returns

At B Free Australia, we celebrate and value our international customers just as much as our local ones! We're committed to ensuring that you're completely satisfied with your purchase, no matter where in the world you're shopping from.

Should you need to return an eligible item, please get in touch with us via our submit a request form within 21 days of receiving your order. Our dedicated team will be more than happy to guide you through the return process.

Please be aware that for international returns, customers are responsible for covering both the shipping cost to return the item to Australia, as well as the shipping costs for the replacement item. We offer store credit or exchanges only, as refunds are not available.

Additionally, any taxes, duties, or fees applied by the receiving country are the responsibility of the customer. We appreciate your understanding and cooperation with our international returns policy as we strive to provide you with a positive shopping experience.

Cancellation Policy

We strive to process orders as quickly as possible; so for cancellations please contact our customer service team as soon as possible. We recommend calling us on 03 9553 0188 during business hours for your request to be addressed immediately. Outside of business hours you can contact us via our submit a request form and we will do our best to accommodate your request. Please note that we cannot guarantee that your order will be cancelled before it has been processed by the warehouse.

Once your order has been packed or shipped by the warehouse, we are unable to make any further changes, and you will need to go through our regular returns process.

Price Adjustment Policy

We are unable to offer price adjustments on any items purchased on the B Free Website. Once an item has been purchased, no price adjustment will be offered should the item be marked-down. Any discount codes must be applied to the order before completing payment as we are unable to refund the value of the discount code once the order is completed. We recommend signing up to our newsletter and liking our Facebook to ensure that you are always updated on our sales and special offers.  

Gift Cards & Store Credit

Gift Cards, Store Credits, Exchange Credits and Discount Codes cannot be converted to cash. In the case of a return for items paid using store credit, they can only be refunded in the form of store credit.

Note that if you return your items and opt for store credit as a resolution it will be issued in the form of a discount code for you to apply at checkout. Note that you must be logged into your account with the same email as your original returned order for your store credit to be applicable. Store credits cannot be used in conjunction with discounts or towards shipping.