Return and Refund Policy

Last updated: 14 September 2026

Good to know before you buy

Cancellations: orders are processed automatically, so a cancellation is only possible within 5 minutes of ordering.
Returns: request within 30 days of delivery; every return needs our written approval first, and returns sent without approval can't be refunded.
Return shipping: at your own cost, to our returns centre in the United States — an international shipment. We don't provide return labels, free returns or exchanges.
Condition: unworn, unwashed and undamaged, with all tags and original packaging. Every return is inspected before a refund is issued.
Refunds: to the original payment method within 7 business days of approval. Shipping Protection fees aren't refunded.
Damaged, faulty or incorrect items: report within 3 business days of delivery, with photos, and we'll send you a replacement free of charge. Loose threads, small open seams, sizing and personal taste aren't faults (section 7).

1. Cancelling or changing an order

Every confirmed order is transmitted automatically to our supplier's warehouse and accepted into processing within minutes. For that reason an order can only be cancelled or changed within 5 minutes of being placed: email info@emilia-melbourne.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing.

After 5 minutes we're no longer able to stop, change or cancel the order — this also applies if you've changed your mind, found the item elsewhere or are worried about the delivery time. We'll send you our return instructions instead: you can return the item after delivery under this policy, at your own cost, to our returns centre in the United States. Refusing the parcel at the door doesn't count as a cancellation or a return (see our Shipping Policy, section 6).

2. Return window

You can request a return within 30 days of the delivery date recorded by the carrier. We're unable to accept requests after 30 days. Your order number is your proof of purchase.

3. Condition of returned items

Items need to come back in the condition in which you received them:

Unworn and unwashed. Trying an item on at home, as you would in a fitting room, is fine; wearing it is not.
Unaltered and undamaged, with no marks from make-up, deodorant, perfume, pet hair, stains, smoke or other odours.
All tags, labels, hygiene seals and original packaging still attached or included. Shoes tried on indoors on a clean surface and returned in their undamaged original box, packed inside a shipping box (please don't stick the label on the shoe box).

Every return is inspected on arrival. If an item doesn't meet these conditions we'll let you know: depending on its condition we either refund a reduced amount that reflects the loss in value, or decline the return. Declined items can be sent back to you at your cost if you ask within 14 days.

4. Return shipping

Our returns centre is in the United States and we don't operate a returns address in Australia, so every return is an international shipment: you arrange it with a carrier of your choice and pay the international tracked postage, which isn't reimbursed. Please keep this in mind before requesting a return.
This applies to every return — a change of mind, a wrong size or an item that turns out not to suit you. We don't offer free returns or prepaid return labels and we don't refund postage. The only exception is a confirmed manufacturing fault or an error on our side (section 6) where we ask you to send the item back.
Please complete the customs declaration as "Returned goods – no commercial value". Parcels that arrive with import duties, taxes or handling fees due are refused by the returns centre and sent back to you, and can't be refunded.
Use a tracked postal service and keep your proof of postage. The parcel remains your responsibility until it reaches our returns centre; returns that are lost, damaged in transit or can't be traced can't be refunded.

5. Starting a return

Email info@emilia-melbourne.com within 30 days of delivery with your order number, the item(s) you'd like to return and the reason.
We reply within one business day. If your return is eligible you'll receive our written approval, the return instructions and the address of our returns centre in the United States. This address is only shared through this process — please don't send anything to the address on the shipping label or to any other address, as parcels sent elsewhere can't be traced or refunded.
Pack the item(s) securely, write your order number on the outside of the parcel and put a note with your order number inside. Only include the items we've approved.
Post the parcel within 14 days of receiving our approval, using a tracked service, and email us the tracking number.
We inspect the return within 3 business days of arrival and email you the outcome.

Returns that arrive without prior approval, at any other address, or more than 30 days after our approval can't be matched to an order and can't be refunded.

6. Damaged, faulty or incorrect items

Every item is checked before dispatch, but if something is wrong we'll put it right. Let us know within 3 business days of the delivery date recorded by the carrier, before wearing or washing the item, and send us:

your order number;
clear photos: a close-up of the problem, the complete item, the size/care label and — for transit damage — the packaging with the shipping label. For zips, buttons and fastenings, a short video helps.

A manufacturing fault or error on our side means: a seam that has split open so far that the item can't be worn, a hole or tear present on arrival, a broken zip or fastening, a missing part, an item that differs from your order confirmation (wrong product, size or colour), or damage caused in transit. Small finishing issues — including a small open section of a seam or hem of a few stitches — aren't faults (section 7).

We assess every claim within 2 business days against these criteria and the list in section 7. When a fault or error is confirmed, we send you a replacement free of charge — the same item, or the missing or broken part where that solves the issue. We resolve these cases with a replacement rather than a refund. If the exact item is no longer available, we'll send the same item in another colour or a comparable item of equal value, in consultation with you. You don't need to return the faulty item unless we ask you to.

Without photos we're unable to verify a claim. Issues reported after 3 business days, or after the item has been worn or washed, can't be accepted as a fault claim; the item can then be returned as a standard return under sections 2 to 5, at your cost.

7. What isn't a fault

Our products are produced in batches, with finishing partly done by hand. The characteristics below are a normal part of the product rather than faults. Items with these characteristics can be returned as a standard return (unworn, at your cost, sections 2 to 5), but they don't qualify for a free return or a replacement as a faulty item:

Loose thread ends or small thread tails at seams and hems, which can be trimmed with scissors.
A small open section at a seam or hem — a few loose or missing stitches, up to about 2 cm — that can be closed with a needle and thread in a minute. This is a normal finishing issue on batch-produced garments, not a fault.
Minor stitching irregularities or slight asymmetry within normal production tolerance.
Raw or unfinished edges, distressing, faded or washed effects that are part of the design as shown in the product photos.
Measurements that differ by up to 2–3 cm from the size chart, or between two items of the same size, due to cut and fabric.
Colour or shade differences caused by screen settings, photo lighting or normal dye-lot variation; minor differences in print placement, buttons or trim compared with the product photo.
Fabric or finish that feels different from what you expected — weight, thickness, stretch, softness or sheen. The composition and features are described on the product page.
Items that look different on you than on the model, or styling differences.
Creases or folds from packaging, and a "new textile" smell that disappears after airing or a first wash.
Minor marks or dents on the outer packaging or product box when the item itself is undamaged.
The item doesn't fit (section 8), you no longer need it, you ordered the wrong size or colour, or you found it cheaper elsewhere.
Damage that occurred after delivery: wear, washing or drying contrary to the care label, heat, pilling, snags, alterations, repairs, pets or accidents.
Items with tags or labels removed or cut off.

If anything is unclear, please read the product description, composition and size chart before ordering, or ask us — we're happy to help you choose the right item before you buy.

8. Sizing and fit

Every product page has a size chart with measurements in centimetres. Sizes follow the manufacturer's measurements and can differ from the size you normally wear at other brands. Measure a garment you own and compare it with the chart; if you're between sizes, choose the larger size or ask us before ordering. Garments of the same size can vary by up to 2–3 cm because of cut and fabric. Because this information is available before purchase, a wrong size or an unexpected fit isn't a fault: you can return the item at your cost under sections 2 to 5 and order the correct size.

9. Items that can't be returned

Underwear, lingerie, swimwear, hosiery, earrings and cosmetics once the hygiene seal is broken or the packaging opened.
Custom-made or personalised items.
Gift cards.
Items worn, washed, altered or damaged after delivery (section 3).

10. Exchanges

We don't process exchanges. To receive a different size or colour, return the original item under sections 2 to 5 and place a new order for the item you want — this is the fastest route and isn't held up by stock changes or return transit times.

11. Refunds

Once your return has been received and approved we issue the refund within 7 business days — and in any case within 14 days of receiving your return — to the payment method used for the order. Card issuers and banks can take a further 5–10 business days to show the amount. We can't refund to a different card, account or person, and refunds are only issued after the item has been received and inspected.
The refund covers the price you paid for the returned item(s). Promotional discounts are applied proportionally across the items in an order, so you receive back the amount actually paid for the item. Return postage isn't refunded, except where we've asked you to return a confirmed faulty item (section 6).
If you added Shipping Protection at checkout, that fee is a charge for the shipment itself and isn't refunded when an order, or part of it, is returned.
Items that aren't in their original condition are refunded at a reduced amount reflecting the loss in value, or declined (section 3).
Refunds aren't issued as store credit unless you ask for it.

12. Fair use

To keep our returns process fair for everyone, we monitor return activity. Where we see repeated returns of worn or used items, claims that aren't supported by evidence, or returned items that differ from those purchased, we may decline the return and refuse future orders.

13. Customer service

Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and public holidays. We reply within one business day.
Email: info@emilia-melbourne.com