Returns & Refunds
Last updated: October 2026
Please note: As orders are automatically processed immediately after purchase and passed on for dispatch, we may be unable to stop, change or cancel an order before shipment once it has been completed. Your rights under the Australian Consumer Law remain unaffected. For a change-of-mind return, you can return the goods after receipt under the conditions below. You pay the direct return shipping costs.
Change-of-mind returns are accepted within 30 days of receipt. The customer pays the return shipping costs. Returns must be sent to our central warehouse; our team will provide the return address after reviewing your request.
Return period: 30 days
Statutory rights: Australian Consumer Law
Return shipping paid by: Customer for change-of-mind returns
CHANGE-OF-MIND RETURNS ARE NOT FREE — RETURN SHIPPING COSTS APPLY.
Can I return my order?
Yes. If you are not satisfied with the items you ordered, you can return them within 30 days of receipt. For a change-of-mind return to be accepted, the order must meet all the following conditions:
- The order still contains all parts and components, and the packaging is in the same condition as when the product was received.
- Only normal handling of the product is apparent. Damage caused by improper handling is excluded.
- Products for which hygiene is important have been properly cleaned before the return process is started.
- If you discover a product defect, please let us know promptly. A defect does not have to be discovered immediately after receipt to qualify for rights under the Australian Consumer Law.
- We reserve the right to charge the customer for change-of-mind return shipping costs.
- The return is processed within 7 business days of receipt. If the conditions are met, it will be formally confirmed within this period.
We reserve the right to reject change-of-mind returns where the items have been used or damaged through no fault of ours. These conditions do not restrict a consumer-guarantee claim for faulty, damaged, incorrectly supplied or misdescribed goods.
How to return your order
If your order meets the conditions above, please follow the steps below to start the return process:
-
Email
Send an email to info@elodiesydney.com with the subject “Return request”. -
Information
Please include the following information in your email:
- Order number
- Reason for the return request
- Photo of the product, where possible, if it is damaged
- Customer's first and last name
- Customer's address
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Wait for our reply
We will contact you and provide the correct return address. Do not send the product back to the sender shown on the parcel — wait for the return address we provide. -
Shipping
Approved change-of-mind returns are sent to our international central warehouse in Asia. The customer pays the associated return shipping costs.
DO NOT SEND YOUR RETURN TO THE SENDER SHOWN ON THE PARCEL — always wait for the return address we provide. For a claim under the Australian Consumer Law, contact us so we can arrange an appropriate return process; this does not make your legal rights conditional on approval.
A. Cancellation conditions — change-of-mind returns
We offer consumers a voluntary change-of-mind return under the conditions below. This policy is additional to your rights under the Australian Consumer Law.
Return period
30 days from the day the customer, or a third party nominated by the customer, receives the products.
As we use an automated system, orders enter processing immediately after they are placed. For this reason, it may not be possible to stop dispatch before delivery. A change-of-mind refund requires the products to be returned.
To request a change-of-mind return, you must inform us (Elodie Sydney) clearly, for example by email, of your decision to return the order. The return is completed after we receive and check the products. The buyer pays the change-of-mind return shipping costs.
Orders in transit
As our products are shipped from overseas, longer transit times can occur. If the products are already on their way, we may be unable to cancel the shipment. For a change-of-mind return, please wait until you receive the products and then return them. You can tell us about your return request in advance. Your legal remedies for delivery problems remain unaffected.
To help us process your return as quickly as possible, please send us proof of postage once the product has been returned.
Effects of a return
What we refund
- All payments received for the approved return, except the additional delivery costs listed below
- A refund within a maximum of 14 days after approval
- Using the same payment method as the original order
What we do NOT refund for change-of-mind returns
- Return shipping costs
- Additional delivery costs, if a more expensive shipping method was selected
- Damage caused by improper handling
The refund is processed after the products have been received and checked. Refunds and reasonable return costs required under the Australian Consumer Law are handled separately and are not excluded by this list.
CHANGE-OF-MIND RETURNS ARE SENT TO OUR CENTRAL WAREHOUSE AT THE CUSTOMER'S EXPENSE.
Damaged or faulty items
If your order arrives damaged or faulty, please contact us within 48 hours of delivery, if possible, at info@elodiesydney.com. Include your order number and, where possible, clear photos showing the damage or defect, and a photo of the original packaging if available. We will review the case and explain the next steps. Reporting after 48 hours does not remove your legal rights, and original packaging is not required for a consumer-guarantee claim.
A defect may become apparent after delivery. For a major failure, you can choose a refund or replacement. For a minor problem, we will provide a free remedy within a reasonable time. We cover or reimburse reasonable return costs for confirmed faulty goods where required by law. Other remedies and compensation may also be available under the Australian Consumer Law. Damage caused by misuse after delivery, accidents or normal wear is not itself a product defect covered by this policy.
Non-returnable items
For change-of-mind returns, the following items are excluded where applicable. Hygiene products cannot be returned after opening, use or removal of their seal. These exclusions do not restrict your rights under the Australian Consumer Law for faulty or misdescribed goods, including problems that become apparent later:
- Intimate or hygiene products
- Cosmetics, skincare and beauty products after their seal has been removed
- Piercing jewellery, such as earrings
- Personalised or custom-made items
- Gift cards and digital products
- Items marked “Final Sale” at the time of purchase
Refund timeframes
Once your change-of-mind return has been received and checked, we will notify you by email whether the refund has been approved or declined. If approved, the refund will be issued within 14 days of approval, using the same payment method as the original purchase. Depending on your bank or card issuer, it may take additional business days for the amount to appear in your account. Refunds required under the Australian Consumer Law will be provided without unreasonable delay.
Contact
If you have any questions about this return policy or your return, please contact us:
- Email: info@elodiesydney.com
- Subject line for returns: “Return request”
- Response time: within 1 business day