RETURNS POLICY

We do allow refunds on return of goods.

At Abyss by Abby we want you to feel and look amazing in your clothes. We recommend contacting our customer service team for assistance before making a purchase if you are unsure of your size or displayed color. If you are not happy with your item, we've made it easy for you to return it back to us.

The following Returns Policy is drafted in accordance with Australian Consumer Law which is overseen by the Australian Competition & Consumer Commission.

• OUR GUIDELINES

  • The cost of return shipping is at the customer’s expense and is non-refundable. We recommend returning items through traceable mail, as any returned items that are not received by ABYSS BY ABBY will not be issued a refund or exchange.

    We also recommend that customers ask for proof of postage at the time of posting returned items.

    The following Returns Policy is drafted in accordance with Australian Consumer Law which is overseen by the Australian Competition & Consumer Commission.

    Please note: The company is based in Australia, please note the time difference when waiting on reply

    * Merchandise can be returned within 14 days for a refund.
    * Merchandise must not be worn, altered, washed or have any makeup stains from just trying on. With all Abyss by Abby garment tags still attached in original plastic bag.
    * Merchandise returned without tags will not qualify for a refund or exchange.
    * Returns must be received within 14 DAYS otherwise it will not be accepted.
    * Postage cost in non-refundable.
    * Any shipment refused by customer, once it leaves Abyss by Abby offices, will incur a $50 re-shipping fee back to US. This amount will be deducted before a refund is given.
    

    Responsibility for incorrect address is at the customer's expense. PLEASE NOTE: That if you are returning items to us from an international location, it is also very important that you label the items as " RETURNED GOODS". Failure to do so will result in the package being held in customs and charges may be applied for customs duty. The parcel will not be released and forwarded to us unless YOU the customer pays these fees. If you do not pay the fees, the parcel will be returned to you by the Australian Customs Dept at customers expense.

    All orders over $500 returned may incur duties, taxes and regulatory charges.

    This amount will be deducted from your refund amount.

    All colors of products are reproduced as accurately as possible, however, a slight variation may occur in colors and size specifications. Colors may appear slightly different via this website due to computer picture resolution and individual monitor settings.

    Once ABYSS BY ABBY has received your returned package, all returned items will be inspected before a refund or exchange is offered. ABYSS BY ABBY reserves the right to deny a refund or exchange if items are returned used, soiled, worn or damaged in any way and they will be returned to sender, at customers expense. You will be notified via email if your returned item is not suitable for a refund. Any garments returned to us with makeup/fake tan or any other markings/stains will not be exchanged or refunded.

    The cost of return shipping is at the customer’s expense and is non-refundable. We recommend returning items through traceable mail, as any returned items that are not received by ABYSS BY ABBY will not be issued a refund or exchange. We also recommend that customers ask for proof of postage at the time of posting returned items.

    Please note that the goods are your responsibility until they are returned to ABYSS BY ABBY . ABYSS BY ABBY will not issue a exchange or refund on item/s that are not received or are lost in transit.

    Note: When exchanging an item, you must also provide a satchel or pay for one, for use in the exchange. Abyss by Abby does not cover the cost of the satchel for the exchange of goods.

    Refunds will be issued by the same method as to which the item was paid.

    Once processed, your financial institution may take 3-5 business days to process the funds back to your account.

    Please allow 7 business days for refunds to be authorized once receive. We appreciate your patience!

    FAULTY ITEMS

    We inspect all garments prior to dispatch at two zones.

    Please note that garments that are damaged as a result of wear and tear are not considered faulty.

    Garments that have been altered or garments that have any attempt at repair made by the customer or registered alteration specialist will be refused.

    Please ensure that you have notified us that you are returning a faulty item if you have received a faulty item, please email sales@abyssclothing.com.au to get authorization on return.

    With faulty items, we will repair or replace item. If item cant be repaired or replaced, only then will refund be issued.

• RETURNS PROCESS
  • To return one or more items from your order, please follow the below-mentioned procedure, relative to your country/region:
    • AUSTRALIA
      • Australian customers only.
        
        1. Visit our returns portal here to initiate a returns request. Enter your order number and email address.
        2. Select the item/s you wish to return and the reason for your return.
        3. Return address and information for return will be e-mailed to you.
        
        
        If you would like an exchange for your order, please submit your return request, then e-mail staff at sales@abyssbyabby.com to let us know you would like an exchange.
    • USA
      • 1. Visit our returns portal here to initiate a returns request. Enter your order number and email address.
        2. Select the item/s you wish to return and the reason for your return, along with photos if applicable.
        3. Select your preferred method of return:
        
        RETURN YOUR ITEM PRIVATELY WITH A COURIER OF YOUR CHOICE
        1. Please only use satchels/bags. DO NOT USE A BOX FOR RETURN.
        2. Items must be returned in their original condition including attached swing tags and original packaging. Returning items must be free of makeup/tan marks, excessive hair & unnatural smells/scents. Returns may either be subject to a cleaning/fixing fee or denied if these conditions are not met.
        3. Pack all the items you selected to return, along with a print-off of your confirmation of purchase email into the satchel and seal it. Make sure the satchel fits the items as snugly as possible, to avoid excess shipping costs. Also, make sure there are no visible tracking or shipping labels attached to the satchel.
        4. Please write your RMA# number on the outside of the returning parcel as this will confirm your order has been approved by our returns team & link your returned item to an order.
        5. Go to your local post office, or another courier, to ship the package. The return address will be provided to you upon approval of your return.
        6. You will receive an email as soon as we have received your items and provide you with a refund.
      • OR
        
        PURCHASE YOUR DHL EXPRESS RETURNS LABEL FROM US -$99 AUD (LABEL PROVIDED ON APPROVAL)

        Pay Here for your DHL Express returns label.
        **Approximately $65 USD - depending on exchange rate. Please ensure that your email matches that of your order**

        1. Please only use satchels/bags. DO NOT USE A BOX FOR RETURNS.
        2. Items must be returned in their original condition including attached swing tags and original packaging. Returning items must be free of makeup/tan marks, excessive hair and unnatural smells/scents. Returns may either be subject to a cleaning/fixing fee or denied if these conditions are not met.
        3. Pack all the items you selected to return, along with a print-off of your confirmation of purchase email into the satchel and seal it. Make sure the satchel fits the items as snugly as possible, to avoid excess shipping costs. Also, make sure there are no visible tracking or shipping labels attached to the satchel.
        4. Please write your RMA# number on the outside of the returning parcel as this will confirm your order has been approved by our returns team & link your returned item to an order.
        5. Download and print the returns label and affix it securely to the outside of the package. Hand the commercial invoice to the courier.
           6. Take it to an authorized drop-off location. Go to https://locator.dhl.com, choose your country and fill in your location (address or zip code) to locate your nearest DHL Express points. The return address will be provided to you upon approval of your return.
        6. If you would rather schedule a pickup by a DHL courier, follow the instructions here.
        7. You will receive an email as soon as we have received your items and provide you with a refund.
    • NEW ZEALAND
      • 1. Visit our returns portal here to initiate a returns request. Enter your order number and email address.
        2. Select the item/s you wish to return and the reason for your return, along with photos if applicable.
        3. Select your preferred method of return:
        
        RETURN YOUR ITEM PRIVATELY WITH A COURIER OF YOUR CHOICE
        1. Please only use satchels/bags. DO NOT USE A BOX FOR RETURN.
        2. Items must be returned in their original condition including attached swing tags and original packaging. Returning items must be free of makeup/tan marks, excessive hair & unnatural smells/scents. Returns may either be subject to a cleaning/fixing fee or denied if these conditions are not met.
        3. Pack all the items you selected to return, along with a print-off of your confirmation of purchase email into the satchel and seal it. Make sure the satchel fits the items as snugly as possible, to avoid excess shipping costs. Also, make sure there are no visible tracking or shipping labels attached to the satchel.
        4. Please write your RMA# number on the outside of the returning parcel as this will confirm your order has been approved by our returns team & link your returned item to an order.
        5. Go to your local post office, or another courier, to ship the package. The return address will be provided to you upon approval of your return.
        6. You will receive an email as soon as we have received your items and provide you with a refund.
      • OR
        
        PURCHASE YOUR DHL EXPRESS RETURNS LABEL FROM US - $50 AUD (LABEL PROVIDED ON APPROVAL)

        Pay Here for your DHL Express returns label.
        **Please ensure that your email matches that of your order**

        1. Please only use satchels/bags. DO NOT USE A BOX FOR RETURNS.
        2. Items must be returned in their original condition including attached swing tags and original packaging. Returning items must be free of makeup/tan marks, excessive hair and unnatural smells/scents. Returns may either be subject to a cleaning/fixing fee or denied if these conditions are not met.
        3. Pack all the items you selected to return, along with a print-off of your confirmation of purchase email into the satchel and seal it. Make sure the satchel fits the items as snugly as possible, to avoid excess shipping costs. Also, make sure there are no visible tracking or shipping labels attached to the satchel.
        4. Please write your RMA# number on the outside of the returning parcel as this will confirm your order has been approved by our returns team & link your returned item to an order.
        5. Download and print the returns label and affix it securely to the outside of the package. Hand the commercial invoice to the courier.
           6. Take it to an authorized drop-off location. Go to https://locator.dhl.com, choose your country and fill in your location (address or zip code) to locate your nearest DHL Express points. The return address will be provided to you upon approval of your return.
        6. If you would rather schedule a pickup by a DHL courier, follow the instructions here.
        7. You will receive an email as soon as we have received your items and provide you with a refund.
    • REST OF WORLD
      • 1. Visit our returns portal here to initiate a returns request. Enter your order number and email address.
        2. Select the item/s you wish to return and the reason for your return, along with photos if applicable.
        3. Select your preferred method of return:
        
        RETURN YOUR ITEM PRIVATELY WITH A COURIER OF YOUR CHOICE
        1. Please only use satchels/bags. DO NOT USE A BOX FOR RETURN.
        2. Items must be returned in their original condition including attached swing tags and original packaging. Returning items must be free of makeup/tan marks, excessive hair & unnatural smells/scents. Returns may either be subject to a cleaning/fixing fee or denied if these conditions are not met.
        3. Pack all the items you selected to return, along with a print-off of your confirmation of purchase email into the satchel and seal it. Make sure the satchel fits the items as snugly as possible, to avoid excess shipping costs. Also, make sure there are no visible tracking or shipping labels attached to the satchel.
        4. Please write your RMA# number on the outside of the returning parcel as this will confirm your order has been approved by our returns team & link your returned item to an order.
        5. Go to your local post office, or another courier, to ship the package. The return address will be provided to you upon approval of your return.
        6. You will receive an email as soon as we have received your items and provide you with a refund.
      • OR
        
        PURCHASE YOUR DHL EXPRESS RETURNS LABEL FROM US - $100 AUD (LABEL PROVIDED ON APPROVAL)

        Pay Here for your DHL Express returns label.
        **Please ensure that your email matches that of your order**

        1. Please only use satchels/bags. DO NOT USE A BOX FOR RETURNS.
        2. Items must be returned in their original condition including attached swing tags and original packaging. Returning items must be free of makeup/tan marks, excessive hair and unnatural smells/scents. Returns may either be subject to a cleaning/fixing fee or denied if these conditions are not met.
        3. Pack all the items you selected to return, along with a print-off of your confirmation of purchase email into the satchel and seal it. Make sure the satchel fits the items as snugly as possible, to avoid excess shipping costs. Also, make sure there are no visible tracking or shipping labels attached to the satchel.
        4. Please write your RMA# number on the outside of the returning parcel as this will confirm your order has been approved by our returns team & link your returned item to an order.
        5. Download and print the returns label and affix it securely to the outside of the package. Hand the commercial invoice to the courier.
           6. Take it to an authorized drop-off location. Go to https://locator.dhl.com, choose your country and fill in your location (address or zip code) to locate your nearest DHL Express points. The return address will be provided to you upon approval of your return.
        6. If you would rather schedule a pickup by a DHL courier, follow the instructions here.
        7. You will receive an email as soon as we have received your items and provide you with a refund.

  We recommend that you keep an eye on the tracking that is found on the return label, so that you can monitor the shipment of your package.

  Any issue caused by the use of a courier or a return label other than ours are not attributed to Abyss by Abby.

  Your return may take 5-10 business days to be handled by our warehouse. After that you will receive a confirmation email.

  If you have selected to ‘Ship with a returns label’. Please ensure that you have already made payment for your return label to avoid any delays in processing your return.

  If you have not already paid for your returns label, please follow the links below respective to your billing country: PLEASE ENSURE THAT YOUR EMAIL ADDRESS MATCHES THAT OF YOUR ABYSS BY ABBY ORDER