Return and refund policy
Return and Refund Policy
Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Australian Consumer Law (ACL)
Our return policy operates in addition to your rights under the Australian Consumer Law. If your item is faulty, damaged, or significantly different from its description, you are entitled to a repair, replacement, or refund under the ACL, regardless of our 30-day policy.
Eligibility for Returns
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Please note that we do not accept returns for reasons such as size issues, style preference, fit concerns, material preference (as long as the item matches the description), or if the item is "not what you expected" but matches the product description.
For change of mind returns, please note:
- Items must be shipped to our international processing center
- Return shipping costs are the responsibility of the customer
- Returns will be eligible for store credit only
- Any applicable customs fees will be deducted
- Processing time is 10-14 business days
To start a return, you can contact us at care@florenceandmae-doublebay.com. If your return is accepted, we'll provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at care@florenceandmae-doublebay.com.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Unfortunately, we cannot accept returns on sale items or gift cards. Sale items are final and cannot be returned, unless faulty, damaged, or significantly different from their description, as per Australian Consumer Law.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we've received and inspected your return and let you know if the refund was approved or not. If approved, you'll be issued store credit for change of mind returns, or refunded on your original payment method for items covered under ACL within 10-14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at care@florenceandmae-doublebay.com.