Return Policy
Contact: info@sophie-gracemelbourne.com
Thank you for shopping with Sophie & Grace Melbourne.
We hope you are completely happy with your order. However, if for any reason you are not, you may return your item according to the policy below. This policy does not limit any rights or remedies you may have under applicable consumer protection laws in Australia or New Zealand.
Return Eligibility
To be eligible for a change-of-mind return, items must meet the following conditions:
✦ The product must not have been used, worn, or washed.
✦ All original tags, packaging, and accessories must be included.
✦ Items must be returned in the same condition in which they were received.
Returns that do not meet these conditions may not be accepted for a change-of-mind return, subject to any rights you may have under applicable consumer protection laws.
Return Timeframe
You may request a change-of-mind return within 30 days of receiving your order. Any request made after this period may not be accepted under our change-of-mind return policy.
This timeframe does not limit any statutory rights you may have in relation to faulty, defective, damaged, unsafe or incorrectly supplied products.
Return Procedure
To start a return, please contact our customer service team at info@sophie-gracemelbourne.com with the following information:
✦ Your order number
✦ The reason for the return
✦ A photo of the product (and of the defect, if applicable)
✦ Your full name
✦ Your delivery address
Once your request has been reviewed and approved, our team will provide you with return authorisation and the correct return address.
Returns sent without prior authorisation may not be accepted or processed.
Return Shipping Costs
For change-of-mind returns, return shipping costs are the customer's responsibility.
As our central warehouse is located in Asia, international return shipping costs may vary depending on your location.
We recommend using a trackable shipping service to ensure your parcel is received correctly.
Sophie & Grace Melbourne cannot be held responsible for change-of-mind returns that are lost, delayed, or untracked after being sent by the customer.
Where a product is faulty, defective, damaged or incorrectly supplied, we will handle return shipping costs and provide an appropriate remedy where required by applicable consumer law.
Refunds
Once we receive and inspect the returned item, we will send you a confirmation email.
If your change-of-mind return is approved:
✦ The refund will be issued to the original payment method used at checkout.
✦ Please allow up to 10 business days for the refund to appear in your account, depending on your bank or payment provider.
✦ Original shipping costs, where applicable, are non-refundable for change-of-mind returns.
Any refund, replacement or other remedy required under applicable consumer protection laws will be provided in accordance with those laws.
Damaged, Defective, or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us as soon as reasonably possible after receiving your parcel.
Please include clear photos of the issue, your order number, and a brief description.
Our quality team will review your report promptly and offer an appropriate remedy, which may include a replacement, repair or refund, depending on the circumstances and applicable consumer protection laws.
For customers in Australia, products are covered by the consumer guarantees under the Australian Consumer Law.
For customers in New Zealand, applicable rights under the Consumer Guarantees Act 1993 apply.
These legal rights are not limited by the 30-day change-of-mind return period or any other provision of this policy.
Cancellations
If you wish to cancel an order before it has been shipped, please contact us as soon as possible at info@sophie-gracemelbourne.com.
We will make reasonable efforts to accommodate cancellation requests received before shipment. However, once an order has been shipped, cancellation may no longer be possible and you may need to wait for delivery and submit a return request in accordance with this policy.
Nothing in this section limits any cancellation, refund or other rights available to you under applicable consumer protection laws.
Important Information
All returns are shipped to and processed through our central warehouse in Asia.
Any return sent to an address other than the one confirmed in your return authorisation may be refused.
Refunds for change-of-mind returns are issued only after the returned items have been physically received and inspected at our warehouse.
Nothing in this policy limits or excludes any mandatory consumer guarantees or other rights that apply under the laws of Australia or New Zealand.
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 those described in this policy, those legal rights will apply.
By completing a purchase on Sophie & Grace Melbourne, you acknowledge that you have read this Return & Refund Policy.
Customer Service: info@sophie-gracemelbourne.com
Website: sophie-gracemelbourne.com