Return Policy
Contact: info@sophie-gracemelbourne.com
Thank you for shopping with Sophie & Grace Melbourne.
We want you to be satisfied with your purchase. If you are not completely happy with your order, you may request a return in accordance with this Return & Refund Policy. This policy operates alongside applicable consumer protection laws in Australia and New Zealand and does not exclude, restrict or modify any rights that cannot lawfully be excluded.
Return Eligibility
For change-of-mind returns, items must meet the following conditions:
- The product must be unused, unworn and unwashed.
- Original tags, packaging and accessories must be included where reasonably applicable.
- The item must be returned in the same condition in which it was received, allowing for reasonable inspection.
Change-of-mind returns that do not meet these conditions may not qualify for a refund under our voluntary change-of-mind policy. These conditions do not limit any rights or remedies available under applicable consumer protection laws for faulty, defective, damaged, unsafe, misdescribed or incorrectly supplied products.
Return Timeframe
You may request a change-of-mind return within 30 days of receiving your order.
Requests made after this period may not qualify under our voluntary change-of-mind policy. However, the 30-day period does not limit any statutory rights or remedies you may have in relation to faulty, defective, unsafe, damaged, misdescribed or incorrectly supplied products, or other circumstances covered by applicable consumer protection laws.
How to Request a Return
To request a return, please contact our customer service team at info@sophie-gracemelbourne.com and provide the following information where available:
- Your order number or other proof of purchase
- The reason for the return
- Your full name
- Your delivery address
- Photographs of the product or issue, if relevant and reasonably requested
Our team will review your request and provide the applicable return instructions and return address where a return is appropriate.
Please contact us before sending a parcel so that we can provide the correct return instructions. This process helps us identify and process your return. It does not remove or limit any rights or remedies you may have under applicable consumer protection laws.
Return Shipping Costs
For change-of-mind returns, the customer is responsible for the return shipping costs, unless otherwise stated by us or required by applicable law.
Our returns may be processed through a central warehouse in Asia. Depending on your location and the return destination, international return shipping costs may vary. Please contact us for the applicable return address and instructions before sending an item.
We recommend using a trackable shipping service and retaining proof of postage until the return has been received and processed.
For faulty, defective, damaged, unsafe, misdescribed or incorrectly supplied products, we will provide the remedies required by applicable consumer protection laws. Where the law requires us to cover or reimburse reasonable return shipping costs, we will do so in accordance with those requirements.
Refunds for Change-of-Mind Returns
Once a returned item has been received, we will inspect it to determine whether it meets the conditions of our change-of-mind return policy. We will notify you of the outcome by email.
If your change-of-mind return qualifies for a refund:
- The refund will generally be issued to the original payment method used at checkout.
- We will initiate the refund within 10 business days after the return has been received and the applicable inspection has been completed.
- The time it takes for the funds to appear in your account may depend on your bank or payment provider.
- Original shipping charges, where applicable, are not refundable for change-of-mind returns, except where a refund is required by applicable law or otherwise stated by us.
Refunds, replacements, repairs or other remedies required under applicable consumer protection laws will be provided in accordance with those laws. Statutory remedies are not limited by our voluntary change-of-mind return conditions.
Faulty, Defective, Damaged or Incorrect Items
If you receive a product that is faulty, defective, damaged, unsafe, materially different from its description or incorrect, please contact us at info@sophie-gracemelbourne.com so that we can assess the issue and assist you.
Please provide your order number and a description of the problem. Photographs may help us assess the issue where reasonably appropriate, but your legal rights are not conditional on providing photographs where this would be inconsistent with applicable law.
Depending on the circumstances, the nature of the problem and applicable law, the available remedy may include a repair, replacement, refund or another remedy required by law.
Australian customers: Products are covered by applicable consumer guarantees under the Australian Consumer Law. These rights cannot be excluded by this policy.
New Zealand customers: Applicable rights under the Consumer Guarantees Act 1993 and other relevant consumer protection laws apply. These rights cannot be excluded by this policy.
Statutory rights relating to faulty, defective, unsafe, damaged, misdescribed or incorrectly supplied products are not restricted by our 30-day change-of-mind return period or by the conditions of our voluntary change-of-mind return policy.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible at info@sophie-gracemelbourne.com.
Where an order has not yet been dispatched, we will make reasonable efforts to accommodate your cancellation request. Once an order has been dispatched, cancellation may no longer be possible, and you may need to follow the applicable return procedure after delivery.
Nothing in this section limits any cancellation, refund or other rights available to you under applicable consumer protection laws.
Return Address and Processing
Our returns may be processed through a central warehouse in Asia. Please contact our customer service team to obtain the applicable return address and instructions before sending a parcel.
Sending a return to an address that has not been confirmed by our team may delay processing. If this occurs, please contact us so that we can help resolve the issue. This procedure does not limit any statutory rights or remedies.
For change-of-mind returns, refunds are generally processed after the returned item has been received and inspected. Where applicable law requires a different process or remedy, we will comply with those requirements.
Contact Us
If you have questions about returns, refunds, cancellations or a product issue, please contact:
Email: info@sophie-gracemelbourne.com
Please include your order number where available so that we can assist you.
Legal Notice
This Return & Refund Policy applies to purchases made through Sophie & Grace Melbourne and is intended to operate alongside applicable consumer protection laws in Australia and New Zealand.
Where applicable law provides rights or remedies that are more favourable to the customer than the voluntary change-of-mind terms described in this policy, the applicable legal rights and remedies will prevail.
Business and Store Operator Information
Store Name: Sophie & Grace Melbourne
Online Store Operator: Elevana Group LLC
Company Number: 2026-001956883
Registered Address: 30 N Gould St, Sheridan, WY 82801, United States
Customer Service Email: info@sophie-gracemelbourne.com
Website: sophie-gracemelbourne.com
Advertising Account and Payment Information
Advertising Entity: HustleEcom LLC
Company Number: 2026-002071730
Registered Address: 30 N Gould St, Sheridan, WY 82801, United States
HustleEcom LLC is the separate legal entity associated with the Google Ads account and advertising payments for Sophie & Grace Melbourne. The online store is operated by Elevana Group LLC. These entities have distinct roles.
Last updated: October 12, 2026