Returns & Refunds Policy

At BISSEN, everything is made in small batches or made-to-order, so each piece is carefully crafted just for you. Because of this, we do not offer returns, refunds, or exchanges for change of mind. However, if something arrives faulty or incorrect, we'll do our best to resolve the issue as quickly as possible.

Change of Mind

Because each piece is made in small batches or made-to-order, we do not offer returns, refunds, or exchanges for change of mind.

Please double-check product details, sizing, and colours before placing your order. If you have any questions before purchasing, don't hesitate to get in touch, we're always happy to help.

This policy does not affect your rights under the Australian Consumer Law.

Faulty or Incorrect Items

If you believe your item is faulty or you have received the wrong item, please email hello@bissen.com.au as soon as possible after receiving your order. Please include your order number, a description of the issue, and clear photos where possible.

We will assess the issue in accordance with the Australian Consumer Law. If your claim is approved, we will cover the cost of return shipping (where required) and offer a repair, replacement, or refund, depending on the nature of the issue.

Non-Returnable Items

Earrings: Due to hygiene reasons, earrings cannot be returned or exchanged for change of mind unless they are faulty or otherwise covered under the Australian Consumer Law.

Underwear & Swimwear: Due to hygiene reasons, underwear and swimwear cannot be returned or exchanged for change of mind unless they are faulty or otherwise covered under the Australian Consumer Law.

Sale Items: Sale items cannot be returned for change of mind but are still covered by the Australian Consumer Law.

Custom or Personalised Orders: These items cannot be returned or exchanged for change of mind unless they are faulty or otherwise covered under the Australian Consumer Law.

Exchanges

Exchanges are available for approved faulty items where a replacement is available. If the same item is no longer in stock, we will offer an appropriate remedy in accordance with the Australian Consumer Law, which may include a replacement, refund, or store credit where agreed.

Refunds

Where required under the Australian Consumer Law, we will repair, replace, or refund faulty items depending on the nature of the issue.

Approved refunds will be processed to your original payment method within 10 business days of approval.

How to Request a Return

If you believe your item is faulty or incorrect, please email hello@bissen.com.au with:

Your order number

A description of the issue

Photos of the item (where applicable)

We will review your claim and provide instructions if a return is required. If your claim is approved, we'll cover return shipping where applicable and work to resolve the issue as quickly as possible.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

We are a small team, and your patience and support mean the world to us. If you have any questions, please don't hesitate to get in touch, we're always happy to help.