1. Customer Service

Our customer service team is available to assist you with any questions or concerns regarding your order.

Email:  hello@authenticthebrand.com

Hours:  Monday to Friday, 10:00am – 5:00pm (AEST)

We aim to respond to all enquiries within 1–2 business days.

2. Order Processing & Delivery

All Au.thentic orders are fulfilled within 10 days of the date the order is processed (i.e. payment taken). It may take up to 2 working days for an order to be processed from the time of placement.

Custom Orders

For custom-produced styles, our stylist team will contact you after your order is placed to confirm your sizing, length preferences, and any other details. Custom orders may require an additional 3–7 business days on top of standard processing time, depending on the complexity of the request.

Product Representation

Images and photographs used on our website are for illustration purposes only and may not be an exact representation of the product. All care is taken to ensure pricing is current and accurate at the time of upload; however, we take no responsibility for typographical errors. Any incorrect pricing will be corrected immediately upon notification.

3. Payment Methods

Au.thentic accepts payment via all major credit and debit cards including:

•       Visa

•       Mastercard

•       American Express

•       Apple Pay

•       Google Pay

•       Shop Pay

•       PayPal

We do not accept cash on delivery (COD), money orders, or cheques unless a special arrangement has been made in advance.

4. Returns & Refunds

Standard Items

Please choose carefully, as we do not offer refunds simply because you have changed your mind or made an incorrect decision. However, we want you to be happy with your purchase — please contact us and we will do our best to assist.

You are entitled to a refund, exchange, or store credit where goods are:

•       Faulty or damaged upon arrival

•       Wrongly described on the website

•       Not fit for their intended purpose

To initiate a return for a faulty item, please contact us at hello@authenticthebrand.com. We will arrange a return envelope for you to send the goods back for assessment.

Where a refund is approved, it will be processed once the product has been received and inspected. Please note that refunds can take up to 10 working days to appear on your bank or credit card statement, subject to your financial institution.

Custom-Made Orders — No Returns or Refunds

All custom-produced styles are made specifically for you based on your confirmed measurements, length preferences, and personal specifications communicated through our stylist team.

As a result, we do not accept returns or offer refunds on custom orders, except in the case of a manufacturing defect or error on our part. If you believe your custom item has been made incorrectly based on the specifications agreed upon with your stylist, please contact us within 7 days of receiving your order at hello@authenticthebrand.com and we will work with you to resolve the issue.

5. Exchanges

Customers are entitled to a 21-day exchange period on standard (non-custom) items. To be eligible for an exchange:

•       All original components and packaging must be included

•       Original proof of purchase (receipt or order confirmation) is required

•       Items must be unused, unworn, and in original saleable condition

If the item is not faulty and you are requesting an exchange, the cost of return postage is your responsibility. Au.thentic will cover postage for the replacement item.

Custom-made orders are not eligible for exchange unless there is a manufacturing defect or error on our part.

6. International Orders — Import Charges & Taxes

Our listed prices do not include overseas customs duties, foreign taxes, or any other charges associated with clearing goods through local customs in the destination country.

These fees are the sole responsibility of the customer. We strongly recommend checking with your local customs office prior to placing an order for further information on applicable charges.

Should a customer refuse to provide the required customs documentation prior to delivery, or refuse delivery due to customs duties, taxes, or fees, and the parcel is subsequently returned to Au.thentic, all costs associated with the return will be borne by the customer.

7. Proof of Purchase

Please retain your original order confirmation email or receipt as proof of purchase. This is required to process any refund, exchange, or warranty claim. We are unable to process claims without proof of purchase.

8. Contact Us

For all customer service enquiries, order issues, or return requests, please contact our team:

Email:  hello@authenticthebrand.com

Website:  authenticthebrand.com

Hours:  Monday – Friday, 10:00am – 5:00pm (AEST)

We are a small, passionate team and will always do our best to make your experience with Au.thentic a great one.