Return Policy
RETURNS POLICY
Sophie & Emily Adelaide
Together for a more sustainable future!
Before returning a product, we recommend contacting us at support@sophieandemilyadelaide.com. Together we will find the best solution.
By making a purchase on our website, you automatically accept our returns and exchange policy, our general terms and conditions and other policies available on our website. We recommend that you familiarise yourself with them before making a purchase.
Returns Policy
By returning a product you accept our general terms and conditions.
Return period: You have 30 days to return a product. In accordance with Australian consumer protection regulations, you may also have rights and remedies under the Australian Consumer Law.
Return requests must be submitted in writing to support@sophieandemilyadelaide.com. After submitting your request, you have a further 14 days to send the product. The return will be processed as soon as possible after receipt of the parcel.
Return Address
All returns must be sent to our central warehouse in Asia. You will receive the exact address after reporting your return via support@sophieandemilyadelaide.com.
Returns sent without prior notification or to an incorrect address will not be processed.
Mandatory Tracking Number
Returns must be sent by registered post and insured where possible. Refunds will only be issued after the product has been received and inspected.
After sending the parcel, please send the tracking number to support@sophieandemilyadelaide.com.
Product Condition and Right of Return
Returned products must be unused, undamaged and in their original packaging. Any damage must be reported immediately upon receipt of the parcel, with photographs attached.
If these conditions are not met, a partial refund may be issued or the return may be refused, subject to your rights under the Australian Consumer Law.
Buyer's Responsibility
The buyer is responsible for the safe and correct dispatch of the return. We are not responsible for lost or incorrectly delivered parcels. Products that do not reach us do not qualify for a refund, except where otherwise required by Australian Consumer Law.
Recommended Shipping Method
We recommend shipping with insurance and a tracking number. If a parcel goes missing, you may claim compensation from your chosen carrier or Australia Post, where applicable.
Return Costs
Return costs are borne by the buyer and are non-refundable, except where otherwise required under Australian Consumer Law. Australia Post is generally a convenient option for returns within Australia.
Products That Cannot Be Returned
The following products are not eligible for return under our change-of-mind policy:
• Custom-made products (currently not available in our range)
• Hygiene products (e.g. underwear, tights, cosmetics)
• Products returned after 30 days
This does not exclude or limit any rights you may have under the Australian Consumer Law for faulty, damaged or otherwise non-compliant products.
7 Steps for Making a Return
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Read the general terms and conditions and returns policy.
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Contact us – send an email to support@sophieandemilyadelaide.com with your order number and any photographs or video recordings.
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Secure the product – pack it carefully for transport.
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Request the return address – you will receive it by email.
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Prepare the parcel with a tracking number: generate a label with your chosen carrier, use the address you received, and select “Return of goods” on the customs declaration to avoid delays.
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Choose insured shipping where possible.
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After sending the parcel, forward the tracking number to support@sophieandemilyadelaide.com.
Receipt and Refund
Once the return has been received and approved, the amount will be refunded within 14 working days to the original payment method.
Can I Refuse Delivery and Receive a Refund?
No. For change-of-mind returns, you must follow the official returns procedure in order to receive a refund.
Parcels that were not collected, were refused by the recipient or marked as "return to sender" are not considered valid change-of-mind returns and will not be refunded, except where otherwise required under Australian Consumer Law.