FAQ's

SHIPPING

Shipping Internationally
From our Bondi home to the big, wide world...
Please be aware that International Orders may experience delays due to COVID-19.

For orders over $150, THE UPSIDE offers free express shipping to most countries using DHL Express. Orders under this amount will incur a flat rate of $20. This includes both trackable and non-trackable shipping services, depending on your location.

Depending on an order’s final destination, we expect delivery to take between 2 - 5 business days. On occasion, parcels may be held up in customs which can lead to delays in delivery.
Please be aware that once an order has been booked and packed, it is not possible to redirect or cancel shipments.

For further information on customs and duties, we recommend contacting your local customs office.

Please note: during busy periods or sale, there may be some delays.

How Can I Track My Item?
Once your order is dispatched you will receive shipping confirmation, along with tracking details for your order.

All International orders are shipped via DHL Express, and can take 2 - 5 business days.

What Currency Is Used on This Website? 
You are currently on our INTERNATIONAL website, all prices are charged in AUD.

CUSTOMS/IMPORT DUTIES & TAXES

Will I Be Required To Pay Customs/Import Duties & Taxes?
All customers are responsible for customs/imports duties & taxes. THE UPSIDE is legally required to declare the full value paid on shipments and must include an invoice for customs should they require it.

We recommend contacting your local custom office for further information.

GIFT VOUCHERS

How Do I Buy a Gift Voucher?
Sometimes the smallest gestures can mean the most. At THE UPSIDE, we wholeheartedly believe in the beauty, power and karma of giving...

THE UPSIDE Gift Cards are an eVoucher that can be loaded with any amount between $50 and $1,000.

Simply select your preferred amount along with the lucky recipient’s email address and we will deliver that little gesture of love direct to their inbox.

Please note as you are purchasing in AUD that this Gift Card is only valid on our AU website. This is a non-refundable purchase valid for 36 months from purchase date.

How Do I Use a Gift Voucher? 
After you have added all the items to your cart, please go to proceed to the checkout. You will then have the option to add your voucher details.

How Do I Check My Gift Voucher Balance? 
To check your gift voucher balance just head to the below link.

https://theupside.com.au/giftcertificates.php?action=balance

Once the voucher number and pin have been entered you will be able to see the remaining balance.

Can I Use My Gift Voucher in Store?
You can! Our gift vouchers can be used both online and in our stores, a listing of our stores can be found at the link below.

https://theupside.com.au/store-locator/

SIZING AND GARMENT CARE

How Do I Find Out My Size?
The right fit makes a world of difference. In the name of comfort (and convenience!) we’ve created a size guide that takes the guesswork out of shopping online with THE UPSIDE.
You can view our size guide along with measuring tips here https://www.theupside.com.au/size-guide/

How Should I Care for My Items?
Whilst garment care may vary from style to style, following these general rules will ensure the best care for your clothes for years to come.

    — Cold machine wash with similar colours, wash inside out.
    — Do not soak, bleach or wring.
    — Hang dry in shade.
    — Do not tumble dry.
    — Do not iron on prints or trims.
    — Do not Dry Clean.

Please refer to Garment Care information on specific product pages for detailed instructions should they differ from those listed above.

I Can't See My Size Online?
If we have sold out of your size online we may still have it available in our store. To check this please reach out to our Customer Service Team via the contact form or by emailing [email protected].

What Size is The Model Wearing? 
Our model is 170cm tall and wears an AU XS which is a UK 8, US 4 and EU 34.

ENVIRONMENTAL IMPACT

What is THE UPSIDE'S Environmental Impact? 
From the beginning, THE UPSIDE has understood that how we move through the world matters. Whether that impact is personal, social or environmental - we are accountable for what we put out into the universe. We are continually striving to ensure our actions are as honourable as our intentions. That being said, we do not and cannot claim to be perfect - we are very much a work in progress and there is always room for improvement. The road is long but we remain open and committed to learning how we can get where we need to be, not only for the sake of this beautiful, blue planet but also for the health & happiness of our global community.

Find out more here https://www.theupside.com.au/sustainability-what-we-stand-for/

CONTACT

How Do I Get in Contact?
Our Customer Service team are here for all enquiries Monday to Friday, 9am - 5pm AEST. We look forward to hearing from you. 

PHONE
+61 2 8356 5200
Monday to Friday 9am – 5pm AEST

EMAIL
You can email our Customer Service team at [email protected]

RETURNS

Do You Offer Returns or Exchanges? 
Life is too short to be half-hearted about what you do, who you love or what you wear. As much as possible, we want to ensure you feel good about and in the purchases you make with THE UPSIDE.

As such, we will happily exchange, credit or refund all full price items within 30 days from purchase date. This policy is conditional so please take the time to note the below:
    — Returned garments must be accompanied by the original receipt or gift receipt and in original sale condition (the garment must not have been worn, washed or altered). Swing tags must also be attached to be eligible for return.
    — All swimwear must be tried on with undergarments. When returning swimwear, the hygiene strip must be intact with no signs of having been removed. Swimwear returns will be refused should they indicate signs of wear, alteration or having been laundered.

Can I Return My Item If I Purchased It On Sale?
Please be aware that any items purchased as part of a Sale, Flash Sale & Warehouse Sale promotion (including holiday gift boxes) are final sale and are not eligible for return or refund.

What If My Item Is Faulty?
At THE UPSIDE we pride ourselves on our quality construction and premium fabrications but in production, as in life, mistakes can be made. In this rare instance:

We will gladly replace or refund faulty items, subject to availability.
Faulty items can only be returned to The Upside online store if they were purchased from the online store. Garments purchased through any other retailer must be returned to them.

Should you have a problem with your garment, please contact [email protected]

What If I Receive an Incorrect Item? 
If you received an item that you did not order, please email us at [email protected] so we can resolve this for you.

How Do I Return an Item?
Please note: Customers are responsible for all shipping costs on returned goods - except in the case of faulty goods or incorrect supply.

We now have a QR code on all of our packaging for easy returns. Scan the QR code and follow the prompts to return or exchange.

All orders are shipped in THE UPSIDE recyclable box, which can be used to return your item/s

Please log into your account to create a return and follow the steps below:

    — Under the tab 'Orders' you will find your order details, please select the order you would like to return along with the style(s).
    — Select 'Return' to print out our form and include this in your return parcel.
    — Send the parcel back to THE UPSIDE as per the form instruction.

Can I Return My Item To A Store?
As long as the returned garment is accompanied by the original receipt or gift receipt and in original sale condition it can be returned to one of our stores. Please note the purchase can only be returned onto the card that the purchase was made on, if you do not have this we won't be able to complete the refund.

Orders placed via Afterpay are unable to returned to a store, these will need to be sent back to our Darlinghurst address to be returned.

A listing of our stores can be found at the below link.

https://www.theupside.com.au/store-locator/

PAYMENT

What Payment Methods Do You Accept? 
We accept most payment methods inclusive of Mastercard, Visa, PayPal, and American Express. We do not accept Diners, cheques, direct deposit or cash on delivery.

Can I Use Promotion Codes On Sale Items?
Promotion codes apply to full-priced items only. When checking out, your code will apply to the full-priced products in your cart only.

Can I Use Afterpay? 
Yes! THE UPSIDE is offering Afterpay as a payment method on the checkout page. Afterpay offers interest-free payment plans for purchases online in four equal instalments.

When at checkout Afterpay and you will then be redirected to the site where you can log into your account and complete your purchase.

Can I Use A Gift Voucher For My Order? 
THE UPSIDE Gift Vouchers can be used to pay for your order. When at checkout select Gift Card / Voucher in the order summary and you will then be prompted to enter the card details. Once entered you will see the payment updated and you can proceed.

MY ORDER

I Can't See My Previous Orders In My Account? 
You may have noticed we recently launched our new look website, unfortunately in doing so we aren't able to show your previous orders in your account. If you have any questions regarding your previous orders please reach out to our customer service team via the contact us form or at [email protected] where we have all of this information on file.

I Placed My Order Should I Have Received an Email? 
Yes! An order confirmation will be sent to you shortly after placing your order. If you don't receive this we suggest checking your junk folder and if not there please reach out to our Customer Service Team via our contact form or email [email protected].

Can I Change My Order? 
Unfortunately, we are unable to make any changes or cancel your order once it has been placed. Please ensure all details on your order are correct before submitting your order, in particular we recommend double checking your email address and delivery address. 

Please note: we reserve the right to cancel any order at any time.