FAQ

Our prices are in Australian dollars (AUD)

1. Login to your account
Access the Returns Portal through here: Request Return

Choose the log in with an order number option.

We're still fine-tuning our new portal so some wording may be in progress. If you’re unsure or need help, reach out to us at hello@byamica.com before submitting your return request.

2. Choose your return method

Follow the prompts for the items you want to return. We offer simple exchanges (same style and colour in a different size) or store credit so you can pick something else you love.

Please note, the outbound exchange shipping fee of the item you want to swap for (us sending it to you) is a separate charge each time. This will be prompted on the screen with the link to pay after you have submitted the return request. 

For the return method you have an option to either:

2A. Generate a free returns label if you have purchased the Returns Cover. 

If you have purchased the Free Returns + Shipping Protection Coverage Bundle during the initial checkout then your return is covered! Once a return request is submitted through the portal, it will provide you with a free return shipping label. To read more about the cover: click here

2B. Purchase your return label through the returns portal system.

For eligible countries, the portal allows you to buy a return label directly. Simply follow the instructions provided to get your label to attach it to your return parcel. Note: If your country isn’t supported, you’ll automatically be directed to the self-post option 2C method below.

2C. Ship return back with any postal service or courier of your choice at your own cost.

We’re still working on updating this returns method prompt in the portal. If you want to go ahead with this method, when submitting your return request please select "Return To Store”. Don’t forget to send your return to us once the request is submitted. This option will also be the auto default method for certain countries where a label can not be purchased through the portal.

Write our return details and your sender details on the parcel:

To: BY AMICA
Unit 1, 1 Mandarin St (Corner Mandarin St & Fairfield St)
Fairfield East 2165 NSW
Australia

Make sure to also write your order number and sender details on the back so we know who sent it. Then head to your local post office/courier. Ask staff to help calculate and apply postage to pay.

We recommend shipping the package using a trackable method to ensure the safe return of your items. By Amica will not be responsible for any returns that do not arrive at our warehouse or are lost in transit.

3. Print your return packing slip and pack your parcel to be shipped according to the chosen return method. 

After submitting your request, you can print your return packing slip from the final confirmation page in the portal or use the email attachment sent after lodging your return. If your return method doesn’t generate a packing slip, please include your name and order number clearly on the outside of the parcel or include a note inside the package with these details (you can also reuse the order purchase slip that came with your order).

Eco tip! Still have the original parcel bag? Let's recycle! Our packaging is reusable! Before you stick on the return shipping label, just make sure to cover any old shipping labels (you can reuse the packaging by flipping the bag inside out too).

4. Keep a record of your tracking details and look out for your exchange or credit.

Please keep a copy of the tracking information for your records. Your store credit or exchange will be processed and issued 7-10 business days after we receive your return parcel.

Add your items to the cart and when ready head to check out.

During checkout, if viewing on mobile and you can't see find the "Discount Code or Gift Card" field, please look for the "Show Order Summary" at the top and expand that section.

Discount or Promo Code/ Gift Card

Enter the code in the 'Discount Code or Gift Card' field and click apply. Please make sure it is applied in the order before proceeding to pay.

Store Credits

Store Credits issued BEFORE 15 Nov 2024:

Your store credit code was emailed to you and can be entered in the "Discount Code or Gift Card" field during checkout. Make sure to use the same email address the code was sent to. Note: Each code is unique, can only be used once, and cannot be applied to shipping costs.

Store Credits issued AFTER 15 Nov 2024:

You will receive an email notification each time your store credit is issued. Ensure you are logged in with the same email to access your store credit from the wallet widget and apply it at checkout. Note: Store credits cannot be applied to shipping costs. Any unused credit will be saved for future order use.

For my details about store credit please click here.

Important information:

• Only one code can be entered at checkout for each order.
• Code must be applied at checkout; we cannot manually add them after an order is placed. However, if the code is still valid, you may use it on a future order.
• Store credit can not be used to purchase e-gift cards.
• Please note free shipping in Australia is only eligible on orders total exceeding AUD $120 after deducting the applied code/store credit/gift card. If your order total falls below AUD $120 after these deductions, shipping charges will apply.

The waitlist feature is a tool we use to monitor the interest from our #ByAmicaSquad members (you!) to help us decide if we should bring back a particular style so stocks will be replenished.

If we do get enough interest we can look at getting the style made for you! The waitlist feature has a notification system so that whoever is in the respective product waitlist will be notified when it is restocked. This will mean first come first serve when you receive the notification.

Please note our waitlist feature will not hold items for you, nor does it guarantee the item waitlisted will be back in stock.

Not to worry, love! Your items are safe with us and the order is almost complete.

Have you paid using PayPal e-cheque? This usually takes 5 - 7 business days to process. We can't send your goodies out until PayPal notifies us that it's all clear.

Otherwise, you might have included a preorder item(s) in your order. If that’s the case your order is on hold pending delivery until the preorder item(s) arrives. If you can’t wait to receive the in-stock item now, email us and our Community and Customer Care Team will help you sort this one out!

Refer to our preorder section below for more information.

Uh oh! Make sure to send us an email at hello@byamica.com immediately or call us within an hour from your purchased order as our dedicated team works quickly to ship out all orders!

Yes we do! Simply select the Click and Collect option during checkout and you will be notified by email when your order is ready to be collected. Our office is based in Fairfield, Sydney.

If you need something urgently picked up, you can contact us by calling or email to organise it with our team to have it ready for you in time. Our hours for pick up are from 8:00am - 4:00pm, Monday to Friday, excluding public holidays.

Click & Collect orders not collected within 30 days will be cancelled and store credit will be issued. A $4 restocking fee will be taken from the amount when the credit is issued.

Unsure of sizing or how the items would fit on your body? Grab a friend, sister, mother to help jot down your measurements. Send that through to us via email or call us and our Community and Customer Care Team will help recommend the best size for you!

All our items are in Australian sizing. Our boss lady Dee and the rest of Team #ByAmicaSquad here at the office personally tries on every style we have in store. This allows us to gauge whether one is a small or large make. We keep you informed of this in the product description along with a rough size chart so you can expect to comfortably fit the items you love.

SORRY! We try our very best to make sure all orders sent out are thoroughly checked by our team before they leave our office. Simply send us an email at hello@byamica.com with your order number and the photos of the issue so we can help rght away.

Garments damaged during wash or wear and tear will not be considered as a faulty product. Please note loose threads are not considered a manufacturing fault. This naturally occurs during the manufacturing process and can easily be cut off without damaging the garment.

We have been slowly introducing from October 2024 on our garments a Return Protection Ribbon system, gradually most styles will have this white ribbon.

What this means for you:

• Your garments arrive in perfect condition and have not been worn or used.
• Thinking of a return? It’s simple- just keep the ribbon and tags intact, not removed or tampered with. Once the ribbon is removed, the garment is forever yours and will be ineligible for return. For more information about our returns policy, click here

Placement of the ribbon will vary depending on the garment’s design. It is carefully positioned to be easy identified without disrupting your ability to try on the pieces.

While most of our newer styles include the ribbon, you may encounter some of our other garments do not. For those pieces, our team carefully checks each return and has ways to confirm whether the ribbon was originally attached or not to begin with, as well as other processes in place to identify signs of wear or tampering.

How it works:

• Add Free Returns + Shipping Protection Coverage Bundle to order

Qualifies this order for FREE Returns for either store credit or exchanges + Shipping Protection (initial order) for lost, wrongly delivered, damaged items during delivery.

• Receive your item

Your order is covered- so if something goes wrong in transit, we’ve got you. Once it arrives, try it on, check the fit and see how it looks/feels.

• Not quite right? Send it back for FREE!

Quick and simple! If the style is not for you and it meets our return policy, just lodge your return via the portal and follow the steps provided.

BONUS: If your exchange doesn’t work out either, no stress- you can return it again for free and choose a different size or receive store credit to go towards another style instead 😉

This bundle is currently available for our Australian and US customers only. We’re working hard to offer this to our NZ customers soon - stay tuned!

Disclaimer: Free Returns and Shipping Protection are offered as a bundle and cannot be purchased separately. This bundle must be added at checkout and cannot be split or applied individually.

To read more about the terms and conditions, click here.