Returns Policy
Returns Policy
At Adelise & Rowan, we want you to feel confident when shopping with us. If for any reason you are not satisfied with your purchase, you may request a return within 30 days of delivery.
Return Conditions
A return can only be requested once you have physically received your order.
To be eligible for a return, the item must be:
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Unused
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Unwashed
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Clean
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Unworn
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Undamaged
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Returned with all original tags, labels and packaging, where applicable
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In the same condition in which it was received
You are welcome to try your items on to check the fit, but they must not show signs of wear or use.
How to Request a Return
To request a return, please contact us within 30 days of receiving your order at:
Please include:
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Your order number
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Your full name
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The item(s) you wish to return
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The reason for your return
All returns must be registered with our customer service team before being sent.
Please do not send an item back before contacting us, as we need to provide you with the correct return instructions and return address.
Once your return request has been approved, our team will provide you with the appropriate return address and instructions.
Return Shipping Costs
For change-of-mind returns, including where you ordered the wrong size, the item does not fit, you no longer like the item or you simply no longer wish to keep it, return shipping costs are the responsibility of the customer.
Depending on the return location, this may include international shipping costs, customs charges or other costs associated with returning the parcel.
We strongly recommend using a tracked shipping service. The customer remains responsible for the returned parcel until it has been received at the provided return address.
Excessive or Intentional Returns
Our returns policy is designed to give our customers confidence when shopping with us while keeping the process fair for everyone.
Purchasing multiple items with the clear intention of keeping only a small selection and returning the majority is not permitted.
Where we identify an unusual or excessive pattern of returns, we reserve the right to review the account and, where appropriate, limit future purchases or refuse further orders.
This does not affect any rights you may have under Australian Consumer Law.
Refunds
Once your returned item has been received and inspected, we will send you a confirmation by email.
If your return is approved, your refund will be issued to the original payment method used for your order.
Please allow additional processing time for your bank or payment provider to credit the funds to your account.
We reserve the right to refuse a change-of-mind return if an item has been worn, washed, used, damaged, soiled, returned without its original tags or packaging where applicable, or otherwise does not meet our return conditions.
Nothing in this policy is intended to exclude or limit any rights or remedies available to you under Australian Consumer Law.
Faulty or Damaged Items
If you receive an item that is faulty, damaged or otherwise not as ordered, please contact our customer service team as soon as possible at:
Please include:
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Your order number
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The faulty or damaged item
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A description of the issue
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Clear photographic evidence where reasonably possible
If your parcel was damaged during delivery, please also provide photographs of both the packaging and the affected item where possible.
We ask that issues involving damaged parcels or products are reported within 7 days of delivery where possible so that we can investigate promptly.
Your rights regarding faulty, damaged or incorrectly supplied goods are protected under Australian Consumer Law.
Where you are entitled to a remedy under Australian Consumer Law, we will provide the appropriate remedy and will not require you to bear return shipping costs where the law requires us to cover them.
Incorrect Item Received
If you have received an item different from the one you ordered, please contact us as soon as possible at:
Please include:
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Your order number
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The name of the item you ordered
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The item you received
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A photograph of the item received where possible
Once we have reviewed your case, we will provide you with an appropriate solution.
Exchanges
At this time, we do not offer direct exchanges for change-of-mind purchases.
If you would prefer another size, colour or style, you can return the original item in accordance with our return policy and place a new order through our website.
This does not limit any rights or remedies you may have for faulty or incorrectly supplied products under Australian Consumer Law.
Delivery Responsibility
Please ensure that your delivery information is correct before completing your order.
If you notice an error in your delivery address, please contact us within 24 hours of placing your order. We will do our best to update the address before dispatch, although this cannot be guaranteed once an order has been processed or shipped.
If tracking shows that a parcel has been delivered to the address provided at checkout but you cannot locate it, please contact us so that we can assist you in investigating the delivery.
Contact Us
For any questions regarding returns, please contact our customer service team at:
We’ll be happy to help.
Adelise & Rowan