Returns & Refund Policy
At Julie & Claire, we want customers to be satisfied with their purchase. This policy explains our change-of-mind returns process as well as how damaged, faulty or incorrectly supplied products are handled.
Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law.
1. Change-of-Mind Returns
Customers may request a change-of-mind return within 14 days of receiving their order. Once your return request has been approved and return instructions have been provided, the item must generally be dispatched within a further 14 days.
Please do not return an item before receiving return instructions from us.
2. Return Conditions
For a change-of-mind return to be eligible, the product must generally:
- Be unworn
- Be unwashed
- Be unused
- Be undamaged
- Be free from perfume, smoke or other strong odours
- Be free from make-up, stains or other marks
- Have original labels attached where reasonably possible
- Include original packaging where reasonably possible
- Be returned within the applicable return period
We reserve the right to refuse a change-of-mind return where the item does not meet these requirements. This does not affect rights relating to faulty or defective goods under Australian Consumer Law.
3. How to Request a Return
Before sending anything back, contact info@julieandclaire.com and include your order number, full name, the email address used for your order, the item you wish to return, the reason for the return, and photographs if the product arrived damaged, defective or incorrect.
We will then review your request and provide the appropriate return instructions.
4. Return Address
Please do not automatically return products to our Melbourne business location or to the address shown on a parcel.
Julie & Claire works with international suppliers and fulfilment partners. Depending on the product and fulfilment location, the correct return facility may be located outside Australia. The appropriate return address will be provided after your return request has been reviewed.
Returns sent to an incorrect address without our return instructions may experience significant delays or may be unable to be processed.
5. Return Shipping Costs
For eligible change-of-mind returns, return postage is generally the responsibility of the customer. We strongly recommend using a tracked shipping service and retaining proof of postage until your return has been completed.
Where a product is faulty, damaged, incorrectly supplied or otherwise covered by applicable consumer guarantees, return costs will be handled in accordance with Australian Consumer Law.
6. Refunds
Once an eligible return has been received and inspected, we will notify you of the outcome. Approved refunds will generally be issued to the original payment method.
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account after it has been processed. Where applicable, refunds will be processed within the timeframe required by law.
Original shipping costs and return shipping costs for change-of-mind returns are generally non-refundable unless otherwise stated or legally required.
7. Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty, defective, incorrect or materially different from the product ordered, please contact us as soon as reasonably possible at info@julieandclaire.com. Send your order number and clear photographs or video showing the issue.
We will assess the issue and determine the appropriate solution. Depending on the circumstances and your rights under Australian Consumer Law, available remedies may include replacement, repair, refund or another appropriate remedy.
8. Products That Cannot Be Returned for Change of Mind
Subject to applicable consumer law, certain products may not be eligible for change-of-mind returns where this is indicated on the product page or where return would be inappropriate for hygiene or other reasons. This does not remove any rights relating to products that fail to meet applicable consumer guarantees.
9. Important Return Information
Never send a return parcel before receiving return instructions from Julie & Claire. Sending an item to an incorrect warehouse, supplier or address may prevent us from being able to identify or process your return.
10. Contact
Julie & Claire
Melbourne, Victoria, Australia
Email: info@julieandclaire.com