Return and refund policy
Return & Refund Policy
Last updated: August 22, 2026
At Claire & Co Melbourne, we want you to feel confident when shopping with us. If your purchase isn't quite right, you may request a return within 14 days of receiving your order, subject to the conditions below.
Nothing in this policy is intended to exclude or limit any rights you may have under applicable consumer protection laws.
14-Day Return Policy
You have 14 days after receiving your order to request a return.
To be eligible for a return, your item must be in the same condition in which you received it: unworn, unused, undamaged, and with all original tags attached, where applicable.
How to Start a Return
- Contact our customer service team at info@claireandcomelbourne.com
- Provide your order number (found in your confirmation email or invoice) and the item(s) you would like to return.
- Wait for our team to approve your return request.
- Once approved, we will provide you with:
- The correct return address
- Clear instructions on how and where to send your package
Important: Items sent back without first requesting and receiving return instructions may not be accepted.
Return Address
Approved returns must be sent to our designated returns facility.
Return facility: ....................................................
Return country: ....................................................
Return address: ....................................................
The correct return address will be provided by our customer service team once your return request has been approved.
Return Conditions
For voluntary change-of-mind returns:
- The return must be requested within 14 days of receiving your order
- Items must be unworn and unused
- Items must be returned in their original condition
- Original tags must remain attached, where applicable
- Items must not show signs of wear, washing, damage, perfume, makeup or other use
- Proof of purchase or your order number must be provided
- Customers are responsible for return shipping costs
- A $15 AUD administration fee per item will be deducted from your refund
We recommend using a trackable shipping method, as Claire & Co Melbourne cannot be held responsible for return packages that are lost in transit before reaching our returns facility.
The $15 AUD administration fee and customer-paid return shipping requirements apply to voluntary change-of-mind returns and do not limit any rights or remedies available under applicable consumer law.
Damaged, Defective or Incorrect Items
Please inspect your order upon arrival.
If you receive an item that is damaged, defective, incorrect, or does not match its description, please contact us as soon as possible at:
Please provide your order number, a description of the issue and, where helpful, photographs showing the problem.
Our team will review the issue and provide an appropriate solution in accordance with applicable consumer law.
The $15 AUD administration fee does not apply where you are entitled to a remedy under applicable consumer law because an item is faulty, defective, incorrectly supplied or otherwise fails to meet applicable consumer guarantees.
Exchanges
We currently do not offer direct exchanges.
If you would like a different size, colour or item, the fastest solution is to:
- Request a return for the original item.
- Once your return has been approved, place a new order for your preferred item.
This does not affect any rights or remedies you may have for faulty, defective or incorrectly supplied products.
Refunds
Once your return arrives at our returns facility, we will inspect the item.
For approved change-of-mind returns:
- Your refund will normally be processed within 2–4 business days after inspection
- You will receive a refund confirmation by email
- The applicable $15 AUD administration fee per returned item will be deducted from your refund
- The remaining refund will be issued to your original payment method
Depending on your bank, card issuer or payment provider, it may take approximately 3–10 business days for the funds to appear in your account after we issue the refund.
Please note that processing times after we issue a refund are controlled by your bank or payment provider.
If more than 15 business days have passed since we confirmed your refund and you still haven't received it, please contact us at:
Cancellation Policy
If you would like to cancel your order, please contact us within 24 hours of placing your order at:
Due to our processing and fulfillment system, orders may be prepared for shipment quickly. We therefore cannot guarantee that an order can be cancelled or modified once processing or fulfillment has begun, even if the request is made within the 24-hour period.
If your order has already been processed or shipped, you may need to wait until it arrives and then request a return in accordance with this Return & Refund Policy.
This cancellation policy does not limit any rights you may have under applicable consumer law.
Consumer Rights
Our products come with rights and guarantees that may not be excluded under applicable consumer protection laws.
For customers in Australia, statutory rights may apply under the Australian Consumer Law.
For customers in New Zealand, statutory rights may apply under the Consumer Guarantees Act 1993.
These statutory rights apply separately from our voluntary 14-day change-of-mind return policy.
Nothing in this Return & Refund Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified.
Contact Us
If you have any questions about returns, refunds, cancellations or an issue with your order, please contact us:
Claire & Co Melbourne
Email: info@claireandcomelbourne.com
Legal business name: ....................................................
Business / trading name: Claire & Co Melbourne
Business registration number: ....................................................
Business address: ....................................................
City / Postal code: ....................................................
Country of registration: ....................................................
Tax / GST number (if applicable): ....................................................