Policies

RETURN POLICY 

We aim for you to love your Before & Ever product. However, if you do have a change of mind you can request a return for store credit within 30 days of receiving your order. Store credit may be in United States Dollars (USD)*.

We are only able to offer refunds if a garment is faulty. If this does occur please contact us within 2 weeks of receiving your order.

Returned products must be unworn, unwashed, and undamaged, with no stains, makeup, deodorant/perfume scents, pet hair or alterations. All tags must be remaining in place and the item needs to be returned with original packaging.

Return shipping needs to be covered by the customer. We do not provide return labels except in limited cases at our discretion.

To start a return, email us at support@beforeever.com. The return address will be provided as part of the return process.

If your return is accepted, we’ll send you instructions on where to send your package. Items sent back to us without first requesting a return may not be accepted.

When returning an order for exchange we will cover the cost of the first exchange return to you (excluding orders that include 'on sale' items). If there are further returns for exchange under the same order you may need to cover the postage cost of further items back to you. Credits or refunds are not given for any shipping fees paid.

You can always contact us for any return question at support@beforeever.com.

Note: During our major sale events such as Black Friday, return and exchange policies may vary.

CANCELLATION POLICY

Generally it is not possible to cancel an order due to same / following day shipping as orders are processed, packaged and shipped most often the same day.

If we do receive your request to cancel an order or parts of an order before it is too late for us to do so then we will cancel the order as requested however there may be fee to cover any payment and merchant processing costs that are not refundable to us (up to 4%).

We will confirm any non-refundable payment processing costs prior to cancelling your order.

PERSONALISED / CUSTOM PRODUCTS (INCLUDING EMBROIDERY) POLICY

Orders that include a personalisation item are final. For personalised / custom products (including embroidery) we cannot make any changes after your order is placed and we do not accept cancellations, returns or exchanges for these items. Make sure you select sizes carefully using our size chart.

We follow your personalisation instructions exactly including spelling, capitalisation, colours and fonts. We are not responsible for any mistakes including but not limited to spelling, capitalisation, font and colour selections. Actual colours and fonts may appear different in real life than on screen.

Orders that include both personalised and non-personalised products may be delayed until the personalised products are ready so that they can be shipped together. We may split orders, shipping personalised and non-personalised products separately at our discretion.

SHIPPING PROTECTION POLICY

PROTECT YOUR DELIVERY WITH SHIPPING PROTECTION

There’s no need to wait weeks or months for claims to be processed by postal services - protect your parcel with a small fee and we’ll offer you a rapid resolution within days. Resolutions offered once a claim is approved is either replacement or your items or a store credit.

WHAT WE DEEM AS LOST:

Shipment states ‘delivered’ but you have not received it. We ask that you allow up to 5 working days for your parcel to be delivered. Sometimes the delivery service prematurely marks it as delivered and tries a redelivery, it turns up in a secure location at your property or it may be at your neighbors.
We reserve the right to classify your shipment as a ‘delay’ if there is a high volume of parcels in the network and we are aware of delays, otherwise we may offer replacement or store credit.

WHAT WE DEEM AS DAMAGED:

Items arrive damaged in transit
Some of your order is missing due to the box/packet opening in transit

Please contact us immediately if your items have arrived damaged or something is missing. Submit photographic evidence of tampered items.

WHAT WE DO NOT COVER:

Missing parcels or redelivery fees due to incorrect address information provided by you
Delays in transit
Order marked as unfulfilled or unshipped. This may be due to inventory issues or dispatch delays
Orders stuck in customs - we cannot be held responsible for customs delays. Please get in touch with customs based on any notice to you and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees, and these will be deducted from any replacement.
Items that are returned to us for a refund or exchange that are not in a resalable condition

HOW TO SUBMIT YOUR CLAIM:

If your parcel is lost or damaged, please contact us by submitting this form or emailing us at support@beforeever.com. A member of our customer service team will assist you within 24-48 hours (business days). What to include in your claim email:

Subject line: SHIPPING PROTECTION CLAIM for order #BEA-xxxx-S (This can be found in your order email)
Description of your issue
Photo evidence of damage if applicable

We will continue to track your parcel and should it appear, we request it be sent back to us at our expense. Upon receipt of the item we will also grant you a discount code for future use.

By selecting shipping protection, you agree to these terms.

We ask that you do not get in touch with us regarding a missing parcel until the allotted time has passed for it to be deemed as lost.

OUR POLICY FOR UNPROTECTED PARCELS:

We will follow the claims policy with your selected courier to either locate your parcel or deem it as lost. This may take 6-10 weeks and is at the discretion of the postal service.

If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbor or at a secure location, we are not responsible for replacement.

LOST / MISSING DELIVERY POLICY

If you select delivery cover during checkout, then in the event that the delivery service fails to deliver your order in the delivery window and is then unable to resolve the failed delivery in a reasonable period of time, then we will send you a replacement product at our cost or offer you a store credit.

If you have not selected delivery cover during checkout, then in the event a delivery service (such as USPS) updates their tracking that a package has been delivered to the correct address however you log a ticket with us that you have not received the package, then we may elect not to replace the item. During investigation of such an event we may need you submit a complaint with the delivery service.

If you provide an incorrect or invalid address, you agree you may need to wait until the parcel is returned to us and pay for the additional costs to resend to the correct address.

*If you purchased in a different currency and we are crediting you in USD, then we use the St George Bank Currency Converter to convert the value to USD. If redeeming your store credit in another currency, then it is converted to your local currency at time of redemption.