Refund policy

Your rights under Australian Consumer Law

The policy below sits on top of your rights, not instead of them. Under the Australian Consumer Law, our products come with guarantees that cannot be excluded. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure doesn't amount to a major failure.

These rights apply regardless of our 30-day return window below — if something we've sold you is faulty, not as described, or not fit for purpose, get in touch and we'll make it right.

Change of mind returns

We want you to love what you order — but if something's not quite right, you have 30 days from the date of delivery to send it back. This applies to every item we sell, including sale items — nothing is excluded.

To be eligible, items need to be unworn, unwashed, with tags attached, and in original condition.

How to return something

Email support@sydneyandwren.com with your order number and what you'd like to send back. We'll reply with a return address and next steps. Post it back with tracking — we recommend this so it doesn't go missing — and you're done.

Return shipping

Change-of-mind returns are sent at your own cost. If what you received is faulty, damaged, or not what you ordered, we cover return shipping — always.

Exchanges

We don't offer direct exchanges. Return your item for a refund and place a new order for the size or style you're after — it's usually quicker than waiting on an exchange to process anyway.

Refunds

Once your return arrives with us, we'll check it over and process your refund within 3 business days, back to your original payment method. Your bank or card provider may take a few extra days to reflect it on your end.

Haven't received your refund?

First, check with your bank or card provider — processing times vary. Still nothing after 10 business days? Email support@sydneyandwren.com and we'll chase it up.

Faulty or damaged items

If something arrives faulty, damaged, or different from what you ordered, get in touch straight away — a photo helps us sort it faster. We'll arrange a return, replacement or refund, and as above, this is covered under Australian Consumer Law and isn't limited by our 30-day window.