Return & Refund policy

At Sarah & Susan Melbourne, we want you to feel confident about your purchase. Our 30-day change-of-mind return policy operates alongside your rights under the Australian Consumer Law.

30-Day Change-of-Mind Returns

You have 30 days from the date you receive your item to request a change-of-mind return, including where you have ordered the wrong size or decide the style is not right for you.

To qualify, your item must be unworn, unused, with its original tags attached and in its original packaging. You will also need a receipt, order confirmation or other proof of purchase.

These conditions apply to change-of-mind returns only. They do not restrict your rights where an item is faulty, damaged, incorrectly supplied or otherwise fails to meet the consumer guarantees.

How to Request a Return

Please contact info@sarahsusanmelbourne.com with your order number, the item you wish to return and the reason for your request.

If your change-of-mind return is accepted, we will provide instructions and confirm the correct return address. A return shipping label may be provided where applicable.

Please contact us before sending any items back. Change-of-mind returns sent without prior approval may not be accepted. This does not remove your rights under the Australian Consumer Law.

For approved change-of-mind returns, you are responsible for return postage costs. Any applicable postage charge for a label we arrange will be explained before you proceed. We recommend using a tracked postal service and keeping your proof of postage.

Please do not send returns to our company or warehouse address unless we specifically instruct you to do so.

Damaged, Faulty or Incorrect Items

Please check your order when it arrives and contact us as soon as reasonably possible if an item is damaged, faulty, different from its description or not the item you ordered.

Include your order number, a description of the issue and, where possible, clear photographs to help us assess it.

Our 30-day change-of-mind deadline does not limit your statutory rights. Original packaging, attached tags and an unworn condition are not required to claim a remedy for a product that fails to meet the consumer guarantees.

Where a problem is confirmed, we will cover or reimburse reasonable return postage costs. Please retain your postage receipts.

Your Rights Under Australian Consumer Law

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.

If a product has a major failure, you may choose a refund or replacement. You may also be entitled to compensation for reasonably foreseeable loss or damage.

For a minor failure, we will provide an appropriate remedy within a reasonable time. If the problem cannot be resolved within a reasonable time, further rights to a refund or replacement may apply.

These rights apply to sale and clearance items as well as full-price purchases.

Exceptions to Change-of-Mind Returns

We do not accept change-of-mind returns for:

• Sale or clearance items.

• Gift cards.

• Custom-made or personalised items.

• Underwear, swimwear or other hygiene-sensitive items where the hygiene seal or protective liner has been removed.

These exclusions do not affect your rights if an item is faulty, incorrectly supplied or otherwise fails to meet the consumer guarantees.

If you are unsure whether an item qualifies for a change-of-mind return, please contact us before purchasing.

Exchanges

For a change-of-mind exchange, please request a return first. Once your return is approved, you can place a separate order for the preferred size, colour or item, subject to availability.

If we have supplied an incorrect or faulty item, please contact us so we can arrange the appropriate remedy.

Refunds

Once we receive and assess your return, we will email you with the outcome.

Approved refunds will be processed to your original payment method within 10 business days, unless you agree to another method. Your bank or payment provider may need additional time to display the funds in your account.

If more than 15 business days have passed since we confirmed your refund approval, please contact info@sarahsusanmelbourne.com.

Contact Information

Store name: Sarah & Susan Melbourne
Company name: ecomschild
Company address: Boezem 55, 4007 RA Tiel, the Netherlands
Warehouse address: Foundation Road, Truganina VIC 3029, Australia
Company registration number: 42067606
Phone: +61 468 146 761
Email: info@sarahsusanmelbourne.com

Customer service hours:
Monday to Friday: 09:00–17:00 (GMT)
Saturday and Sunday: 11:00–16:00 (GMT)

We aim to respond to enquiries within 24 hours.