Shipping and Returns

Hygiene

Due to hygiene and safety reasons, Face Dunk does not accept returns of any products once purchased. This policy ensures that every customer receives products in a pristine and hygienic condition, as returned items cannot be resold or reused. We do not offer refunds or exchanges for change of mind, including where products are unused or unopened. However, nothing in this policy excludes or limits any rights you may have under Australian Consumer Law.

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, incorrect, or incomplete, please contact us within 24 hours of delivery at hello@facedunk.com.

Please include:

your order number;
a description of the issue; and
clear photographs of the product and packaging.

We aim to respond within 48 hours of receiving your claim. Where required under Australian Consumer Law, we will repair, replace, or refund faulty goods.

Please note:

Minor damage to the external blue packing box alone does not constitute damaged or faulty goods.
Sale items, discounted items, monogrammed products, and limited-edition items are not eligible for return or refund unless required under Australian Consumer Law.
Original shipping charges are non-refundable unless required by law.

Delivery Issues and Liability

If your order is lost in transit, damaged before delivery, incorrect, faulty, or incomplete, Face Dunk may, at our discretion:

investigate and address the delivery issue;
replace or repair damaged products; or
provide another appropriate resolution where applicable.

For assistance, please contact hello@facedunk.com

Lost Goods After Delivery

Once an order has been marked as “Delivered” by the official tracking service provided by the shipping carrier, Face Dunk is not responsible for lost, stolen, or misplaced parcels.

This includes situations where:

the parcel was left unattended after delivery;
another person accepted or removed the parcel;
an incorrect shipping address was entered at checkout; or
the parcel went missing after confirmed delivery.

Official tracking services include:

Australia Post
USPS
Fedex

Standard Shipping

Standard Shipping is a door-to-door delivery service and does not require a signature on delivery. If no one is available at the delivery address, the courier may leave the parcel in a location they consider safe. If a safe place cannot be identified, delivery may be delayed or returned to sender. Alternatively, a collection card may be left and the parcel will need to be collected from your local post office or courier collection point. No delivery photographs are taken.

Express Shipping

Express Shipping requires a signature on delivery. If no one is available to sign for the parcel, a collection card may be left and the parcel will need to be collected from your local post office or courier collection point. Parcels not collected within the carrier’s holding period may be returned to sender. No delivery photographs are taken. Once a parcel is marked as delivered by the official tracking service, delivery is considered complete. Customers may be provided with local courier contact details to assist with delivery enquiries. Re-delivery is not guaranteed and may require additional shipping and handling charges.

Shipping Policy

Standard Shipping (Australia)

We offer standard shipping within Australia, with an estimated delivery timeframe of 3 to 6 business days. Shipping costs are calculated and displayed at checkout.

Express Shipping (Australia)

Express shipping is available across Australia, with an estimated delivery timeframe of 1 to 3 business days. Shipping costs are calculated and displayed at checkout.

International Shipping

We offer international shipping on all orders delivered outside Australia. Estimated delivery timeframes are between 7 to 14 business days from dispatch. International orders may be subject to customs duties, taxes, tariffs, import charges, brokerage fees, or other government-imposed fees upon arrival in the destination country. These charges are the sole responsibility of the purchaser and are not included in the shipping costs charged at checkout. By placing an international order, the purchaser acknowledges and agrees that they are responsible for payment of any applicable customs duties, taxes, tariffs, or import charges required by the destination country. We recommend checking your local customs regulations and import fees before placing your order.

Please note that all delivery timeframes are estimates only and may be affected by factors outside our control, including:

carrier delays;
customs processing;
acts of god;
weather events; or
global supply chain disruptions.

Face Dunk is not responsible for delays caused by any of these circumstances. If a purchaser refuses to pay any customs duties, taxes, tariffs, or import charges and the shipment is refused, abandoned, returned to sender, destroyed, or otherwise not successfully delivered, the purchaser will not be entitled to a refund for the order, shipping costs, or any associated fees incurred by Face Dunk.

Any return shipping costs, customs charges, storage fees, or carrier fees incurred as a result of refusal to accept delivery will remain the responsibility of the purchaser.

Unclaimed or Returned to Sender Parcels

If an order is returned to the sender due to any of the following situations:

goods unclaimed;
goods refused;
goods incorrectly addressed; or
goods unsuccessfully delivered after multiple delivery attempts, the parcel will be treated as a “Returned to Sender” shipment.

Once the returned parcel has been received and inspected by Face Dunk, customers may choose from the following options:

Reshipment

The order may be resent once additional shipping costs have been paid by the sender. Alternatively a refund may be issued subject to the conditions below.

Refunds

A refund may be issued for items that are returned to sender due to being unclaimed or undeliverable only. Any refund provided will be calculated based on the original product value paid by the purchaser only, less:

the original shipping charges paid by the sender (Face Dunk);
any return shipping charges incurred by the sender (Face Dunk);
any customs duties, tariffs, taxes, or import fees paid or payable by the sender (Face Dunk); and
a handling and restocking fee of USD $60.

All shipping charges paid by the purchaser/customer are non-refundable.