Returns

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If you are located in Australia please click here for our AU site returns policy.
If you are located in countries outside Australia and the US please click here for our International site returns policy.

EXTENDED HOLIDAY RETURNS

All eligible purchases made between 25th November - 15th December qualify for our extended return window until 15th January 2025.

RETURNS AND EXCHANGE POLICY | USA

Life is too short to be half-hearted about what you do, who you love or what you wear. As much as possible, we want to ensure you feel good about and in the purchases you make with THE UPSIDE.

FOR ITEMS PURCHASED AT FULL PRICE

Please initiate your refund/exchange or store credit request through our portal here within 14 days of receiving your order to ensure your return is received and processed within 30 days of the purchase date.

This policy is conditional so please take the time to note that returned garments must be returned in original sale condition (the garment must not have been worn, washed or altered). Swing tags must also be attached to be eligible for return.

All swimwear must be tried on with undergarments. When returning swimwear, the hygiene strip must be intact with no signs of having been removed. Swimwear returns will be refused should they indicate signs of wear, alteration or having been laundered.

We offer our full price return policy on eligible items purchased using the upside welcome code.

FOR ITEMS PURCHASED ON PRE-ORDER

Items purchased on pre-order are eligible for a return within 14 days of receiving. Please contact us at [email protected] for our assistance.

FOR ITEMS PURCHASED ON SALE

For items purchased on Sale (Including temporary markdowns, flash sales and use of promotional codes) we will happily issue an exchange or store credit within 14 days of receiving your order. This excludes products purchased and marked as FINAL SALE. Please initiate your request here.

FOR ITEMS PURCHASED ON FINAL SALE

For products marked FINAL SALE at time of purchase, they will not be eligible for return or refund, exchange or store credit. This does not affect your statutory rights.

Products are marked with a red FINAL SALE | NO RETURNS.

Styles purchased with a take a further discount during a Cyber Sale, Annual Outlet Sale or Warehouse Sale are deemed FINAL SALE.

FAULTY ITEMS
WHAT IF MY ITEM IS FAULTY?

At THE UPSIDE we pride ourselves on our quality construction and premium fabrications but in production, as in life, mistakes can be made. Please notify us through our return portal here as soon as possible by selecting the return reason of 'Item Faulty' and follow the prompts. Please note that items that have been damaged as a result of wear and tear are not considered to be faulty.

FAULTY ITEMS FROM STOCKISTS

Faulty items can only be returned to THE UPSIDE online store if they were purchased from our online store. Garments purchased through any other retailer must be returned to them. The retailer will have to make a determination with you as per their terms and conditions of sale.

WHAT IF I RECEIVE AN INCORRECT ITEM?

If you received an item that you did not order, please notify us through our return portal here as soon as possible by selecting the return reason of 'Incorrect item received' and follow the prompts.

HOW DO I RETURN AN ITEM?

Please initiate your return through our portal here and follow the prompts.

But wait, before you do, please note the following:

    • You can find your order number on your order confirmation email or if you have an online account with us you can find it under 'Orders'.
    • Your RA number, first name and last name must be clearly visible on your return satchel or box in order for your return request to be processed.
    • You will be refunded via your original payment method. If you have used a gift card to partially pay for your order, the refund will first go back onto the gift card and any remaining balance will be returned to your original payment method.
    • As soon as your order has been delivered back to us, we will endeavour to process your return request within 2 business days.
    • If your return has not been approved first via our return portal, your order will be sent back to you. All return requests must go through the returns portal.

For any questions, please email [email protected] or reach out via our contact us form here.

RETURN TO ORIGIN REQUESTS

As per our policy customers are responsible to pay for the shipping and custom rates of their country. In certain situations if a customer denies these custom rates we will require the customer to cover the return fee of $50 AUD back to THE UPSIDE. This will be debited once the return is processed.