Return Policy

Last updated: October 6, 2026

At Sarah & Lisa Sydney, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, you may be able to return your order in accordance with the terms of this Return & Refund Policy and applicable consumer protection laws.

Please read the following information carefully before sending anything back.

1. Return Period

Customers may request a return within 14 days of receiving their order, unless a longer period is required under applicable law.

Once you have notified us that you wish to return your order, you generally have a further 14 days to send the product back, unless applicable law provides otherwise.

The return period begins on the day the order is delivered to you or, where applicable, to a person designated by you.

2. Return Conditions

To help ensure that your return can be processed smoothly, returned products should meet the following conditions:

• Unused and unworn

• Unwashed

• Undamaged

• In their original condition

• With original tags attached where reasonably possible

• With original packaging where reasonably possible

• Free from signs of use, including makeup, perfume, deodorant, stains, or other marks

• Not altered, modified, or damaged after delivery

We understand that customers may need to inspect or try on an item in the same way they would in a physical store. However, products should not be used beyond what is reasonably necessary to determine their nature, characteristics, and fit.

If a returned item shows signs of use or damage beyond reasonable inspection, the refund may be affected to the extent permitted by applicable law.

3. Return Costs

Unless otherwise required by applicable law, return shipping costs are the responsibility of the customer.

If the product is demonstrably defective, damaged upon arrival, incorrect, or we made an error with your order, please contact us before returning the item. In such circumstances, we will review the situation and provide an appropriate solution in accordance with applicable law.

Important: Return Address

Because some of our products may be fulfilled through international suppliers and third-party logistics partners, the return address may differ from the business address shown on our website.

Please do not send a return to our business address unless we have specifically instructed you to do so.

Always contact us first and wait for the correct return instructions and return address.

Sending a package to an incorrect or unauthorized address may result in delays and may prevent us from being able to process your return.

4. How to Request a Return

Before sending your order back, please contact our customer service team at:

Email: info@sarahlisasydney.com

Please include the following information in your email:

• Order number

• Full name

• Email address used when placing the order

• Reason for the return

• Photographs or other evidence, if the item arrived damaged, defective, or incorrect

Providing complete information helps us process your request as quickly as possible.

Once your return request has been reviewed, we will provide you with the applicable return instructions.

5. Return Shipping

Customers are responsible for ensuring that returned products are packaged securely and safely.

We recommend using a shipping method that provides tracking information and proof of shipment, particularly for higher-value orders.

Sarah & Lisa Sydney cannot be held responsible for returns that are lost or damaged during return transportation when the customer is responsible for arranging the return shipment.

Please retain your shipping receipt and tracking information until your return has been fully processed.

6. Refunds

Once your returned item has been received and inspected, we will process the applicable refund.

Where a refund is approved, the purchase amount will generally be refunded to the original payment method.

Refunds will be processed within 14 days, subject to applicable law and the circumstances of the return.

Please note that once we initiate a refund, the time required for the funds to appear in your account may depend on your bank or payment provider.

Shipping Costs

Original shipping costs may not be refundable unless required by applicable law or where the return is the result of an error on our part.

Return shipping costs are generally the responsibility of the customer unless the product was defective, damaged upon arrival, incorrectly supplied, or applicable law requires otherwise.

7. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, or contains the wrong item, please contact us as soon as reasonably possible before sending the product back.

Please provide:

• Your order number

• A description of the issue

• Clear photographs of the product

• Photographs of the packaging where relevant

This information allows us to investigate the issue with our fulfillment or shipping partners and determine the most appropriate solution.

Depending on the circumstances and applicable law, this may include a replacement, refund, repair, or another appropriate remedy.

8. Exchanges

Unless specifically stated otherwise, we do not guarantee direct exchanges for different sizes, colors, or products.

If you would like a different product or size, you may be asked to return the original item in accordance with this policy and place a new order.

Where applicable law provides a specific right to exchange or another remedy, those legal rights will continue to apply.

9. Exceptions to Returns

Certain products may not be eligible for return where permitted by applicable law.

Examples may include:

• Personalized or customized products

• Products made specifically to the customer's specifications

• Products that cannot reasonably be returned for hygiene or health reasons once unsealed

• Products that have been materially altered or damaged by the customer

• Other products for which a statutory return exception applies

If you are unsure whether your item qualifies for a return, please contact us before sending it back.

10. Late or Unauthorized Returns

Returns submitted outside the applicable return period may not be accepted, except where required by applicable law.

A return may also be delayed or refused where:

• The item has been significantly used

• The item has been washed

• The item has been damaged after delivery

• The product is incomplete

• The item is materially different from the condition in which it was received

• The return was not properly identified

• The package was sent to an unauthorized or incorrect address

Where applicable law requires us to accept a return or provide another remedy, those legal requirements will take precedence.

11. Important: Do Not Send Returns Without Instructions

Please do not send a return package before contacting us and receiving the correct return instructions.

Because our orders may be processed through different fulfillment and logistics locations, sending a package to an incorrect address may result in delays or the package being unable to be matched to your order.

Always wait for confirmation from our customer service team before sending your return.

12. Contact Us

If you have any questions about returning an order, please contact us:

Business Name: Sarah & Lisa Sydney
Email: info@sarahlisasydney.com
Customer Service Hours: 8 AM – 5 PM
Market: Australia
Shipping Carrier: Australia Post

When contacting us about a return, please include your order number so that we can assist you as quickly as possible.

Sarah & Lisa Sydney
We are committed to making the return process as clear and straightforward as possible while respecting your rights as a customer.