Exchange & Return Policy

This policy applies to both online and in-store purchases. Faulty or damaged items are handled separately from change-of-mind requests.

Nothing in this policy excludes or limits any rights or remedies you may have under the Australian Consumer Law.

Change-of-mind refunds are not offered for online or in-store purchases. Subject to the conditions and exclusions set out below, for online purchases, you may request either an exchange for a different size or style, or Store Credit, within 7 calendar days, counted from the delivery date.

The customer pays return and redelivery shipping for change-of-mind exchange or Store Credit requests. For online change-of-mind exchanges or Store Credit, original outbound shipping charges are non-refundable. This does not limit rights or remedies under the Australian Consumer Law, including for faulty or damaged goods.

Displayed Sale prices and Promotion items are classified as SALE. Clearance items and items explicitly labelled Final Sale are classified as FINAL SALE. Discount-code orders are classified as NEITHER.

Sale and Final Sale items do not qualify for a refund, exchange or Store Credit.

Earrings, Swimwear, Cosmetics and Hygiene products are excluded from the general 7-day Exchange or Store Credit policy.

Returned items must be unworn, unused, undamaged and resalable.

Tags, shoe box, glasses box, dust bag and original accessories must be complete.

Where provided, footwear and accessories must be returned with their original branded boxes, cases, dust bags, and other included packaging or accessories. When returning an item by post or courier, the original product packaging must be placed inside suitable protective outer packaging to help prevent damage in transit.

If an item was supplied with an Emily&Steve security tag or an attached brand tag, the tag must remain attached in its original position when the item is returned.

Any complimentary gifts supplied with an order must also be returned unused and in their original condition and packaging. Where a gift was supplied sealed, it must remain unopened.

A receipt, order number, payment record or other accepted proof of purchase is required.

Before returning an item, contact [email protected] and provide your receipt or order number, product description and reason or problem.

Store Credits issued have no expiry date.

If a returned item is not accepted under this policy, you will be responsible for any reasonable costs of having the item returned to you or arranging collection, except where otherwise required by law.

We strongly recommend using a tracked postal or courier service when returning an item and retaining your proof of lodgement and tracking information.

Where you arrange the return shipping yourself, you are responsible for ensuring the item is appropriately packaged and lodged with the carrier. We cannot process a return until the item has been received by us. Nothing in this clause limits any rights or remedies available under the Australian Consumer Law.

Faulty or damaged item handling is separate from change-of-mind returns.

For a faulty or damaged item, contact [email protected] with your receipt or order number, product description and issue details. The store will assess the issue.

If you believe an item has a manufacturing fault, please contact us so the item can be assessed. As a multi-brand retailer, we may liaise with the relevant brand or manufacturer as part of that assessment. Nothing in this process limits any rights or remedies available under the Australian Consumer Law.

Damage caused by misuse, accidental damage occurring after delivery, or fair wear and tear is not considered a product fault under this policy. Nothing in this clause limits any rights or remedies available under the Australian Consumer Law.

We aim to resolve product concerns fairly and may work with the relevant brand or manufacturer when assessing or resolving a claim. Brand or manufacturer procedures may form part of that process, but they do not limit any rights or remedies available under the Australian Consumer Law.

After a confirmed quality issue, a refund may be available. If a refund is approved, it is processed within 5 business days.

The store pays reasonable return postage for a confirmed faulty or damaged issue.