Return & Refund policy
At Milly & Mae Sydney, customer satisfaction is very important to us. If you are not completely satisfied with your purchase, you may request a return in accordance with the policy outlined below.
Return Eligibility
To be eligible for a return, the following conditions must be met:
- Items can only be registered for return once they have been delivered and physically received.
- Return shipping costs are the responsibility of the customer.
- Products must be unused, unworn, unwashed and in their original condition.
- All original tags, labels and packaging must remain intact and attached where applicable.
- You may try an item on for fit; however, items must not show signs of extended wear.
- Products showing signs of use, damage, washing or alteration will not be accepted for return.
- Orders placed in multiple sizes with the intention of returning part of the order may not be eligible for a discretionary change-of-mind return, subject to applicable consumer law.
How to Request a Return
If you would like to return an item, please follow the steps below.
Step 1: Contact Us
Email info@millyandmaesydney.com within 30 days of receiving your order.
Please include your order number and the reason for your return request.
Step 2: Receive Return Instructions
Once your request has been reviewed and approved, you will receive detailed return instructions, including the applicable return address.
Please do not return an item before receiving our return instructions.
Step 3: Ship Your Item
The customer is responsible for arranging and paying for return shipping for change-of-mind returns.
We strongly recommend using a tracked shipping service, as we cannot guarantee receipt of returned parcels that are lost during transit.
Step 4: Inspection & Approval
Once your returned item has been received, it will be inspected to ensure that it meets the return conditions outlined above.
We will notify you once your return has been reviewed and whether your refund has been approved.
Refunds
Once your return has been approved and processed, the refund will be issued to the original payment method used for your purchase.
Please allow up to 14 business days after processing for the refund to appear in your account, depending on your bank or payment provider.
Original shipping costs and return shipping costs for change-of-mind returns are generally non-refundable.
Nothing in this policy limits any refund, replacement or other remedy you are entitled to under applicable consumer law.
Faulty, Damaged or Incorrect Items
If you receive an incorrect, faulty or damaged item, please contact us as soon as possible at info@millyandmaesydney.com and include your order number and clear photographs of the issue.
Our team will review the situation and work with you to provide an appropriate solution in accordance with applicable consumer law.
Where Australian Consumer Law requires us to cover reasonable return costs or provide a particular remedy for a faulty product, those rights will apply regardless of the change-of-mind conditions above.
Shipping & Delivery Information
Customers are responsible for providing complete and accurate shipping information during checkout.
Please check your shipping address carefully before submitting your order.
Any address corrections should be communicated to us within 24 hours of placing your order. We cannot guarantee that an address can be changed once an order has entered processing or has been shipped.
If you notice an issue with a delivery or a parcel is marked as delivered but cannot be located, please contact us so that we can assist in investigating the shipment.
Your Consumer Rights
Our Returns & Refund Policy is intended to operate alongside your rights under applicable consumer protection laws.
For Australian customers, our products come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy is intended to exclude, restrict or modify those statutory rights.
Contact Us
If you have any questions regarding returns, refunds or exchanges, please contact our customer service team:
Milly & Mae Sydney
Sydney, Australia
Email: info@millyandmaesydney.com
Our team will be happy to assist you and will respond as soon as reasonably possible.