As an online business, we aim to provide a returns service that is totally hassle-free with our Satisfaction Guarantee & Easy Returns Policy.
From receipt, you have 30 days to decide if you want to return your order for a refund. Just log-in to your Fire and Shine account and head to the View Completed Orders page. Here you will find instructions on how to return your order.
You are not able to return goods if they have been thrown away, destroyed, lost or damaged through no fault of ours after the goods have been delivered to you.
If you change your mind about the goods, the items returned must be in their original condition, unworn and with tags still attached. All goods will be inspected on return and any item in unsuitable condition will be sent back to you. A refund for postal costs you incur returning the item/s will not apply if you simply change your mind. If you would like to exchange your items, a refund will not apply for any postal costs you incur and additional shipping charges will apply to ship out new items.
Please note - we cannot offer exchanges or refunds on SALE items or purchases made using a discount voucher / code. This applies to both Australian and International orders.
It can take up to seven (7) days for us to receive your returned item/s, depending on which postal service you use. However once we receive them, we will inspect and process the return within 24 hours to ensure you receive a quick response. If the item is not in stock, we will notify you of the expected delivery date.
Any refund will automatically be issued via bank deposit to a bank account of your choice and in the event we are unable to provide a suitable replacement, we will automatically refund you and let you know via email. Should a refund or credit be issued due to a fault of ours, a full refund including the costs you incur posting the item/s to us will be included.
Have you received my returned goods?
As soon as your return has been processed by our warehouse, we'll email you to let you know.
In the unlikely event that you don't receive this email within 7 days of posting your parcel to us, please get in touch with our Care Team and we'll get back to you within one (1) business day.
If you have returned your parcel using Registered Post or another service that can be tracked, please give us the reference number when you contact us.
What can I do if something is wrong with my order?
If you received the wrong item or something is missing from your order then send us an email to firstname.lastname@example.org who will sort it out for you within one (1) business day, with the right item or a replacement item being sent out the next day.
I have received a faulty item
Fire and Shine is all about high quality garments and accessories and it’s important that this is how you or your gift recipient receive your item. If you think there is a fault with an item you have received, please let us know straight away by logging into your Fire and Shine account and heading to the View Completed Orders page.
We will aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so we can resolve the issue for you.
Please include as many details as possible about the order and the problem with the goods and we will get a replacement sorted out for you.
I have received an incorrect item in my order
If you have received an incorrect item in your order, let us know straight away by contacting our Care Team. They will try and sort it out for you within one (1) business day.
An item is missing from my order
If something is missing then please bring it to the attention of our Care Team.
Fire and Shine will deliver to most destinations around the world.
For any orders placed within Australia or goods shipped to an Australian residence are subject to the Australian GST. Orders placed outside Australia may be subject to the relevant taxes and duties applicable to the jurisdiction from which the order was placed.
How will my order be shipped?
Fire and Shine will always seek the most cost effective shipping option. These may include DHL Express to deliver outside of Australia. Shipping within Australia is primarily through Australia Post, Fastway Couriers, Couriers Please, TNT or any other local carrier.
How is freight calculated?
Fire and Shine will aim to keep freight charges to a minimum and will calculate using a freight calculator.
How long will my order take?
Fire and Shine will use reasonable endeavours to despatch all orders received within 1 working day of submitting the order.
Expected delivery times are:
Please note these are estimated delivery times only.
For Australia wide orders – Once dispatched, you will receive an email containing your tracking number so you can track the progress of your delivery. If you have selected the signature on delivery option, a signature will be required at the time of delivery. Risk and title of the order will pass to the customer upon you, or any other person in attendance at the delivery address, signing for receipt of the Product. We do not accept responsibility of product once it has been delivered. Any lost or stolen goods are the customers responsibility once notification has been advised of delivery of goods. Please note: All packages sent to PO Box addresses (throughout Australia and Internationally), cannot be sent using a courier service. PO Box addresses can only be serviced using Australian Registered Post. If you prefer for your Product to be delivered using a secure courier service, please provide a physical postal address.
If the product is delivered using a courier service, and there is no one at the delivery address to receive the order, the order will be returned to Fire and Shine. If the order is delivered using Australia Registered Post, and the recipient is not present to receive the order, it will be delivered to the closest Australia Post outlet.
For international orders, DHL Express shall contact the recipient to arrange for a delivery time. The chosen postal company may attempt further delivery of the order to you, however, if this is not effected Fire and Shine will arrange for the return of the order to Fire and Shine and refund the price to you, less any shipping costs incurred by Fire and Shine, and less relevant taxes and duties applicable to the country, state, town or province from which the order was placed.