Refund policy

Elara Sydney accepts change-of-mind return requests within 30 days after delivery. Contact support@elarasydney.com to get started.

Change-of-mind returns

Clothing must be unused, unwashed and undamaged, with its original tags and packaging. These conditions apply to change-of-mind returns and do not limit your rights for faulty or incorrectly supplied products.

How to request a return

Email us with your order number, the item name, size and colour, and the reason for your request. Include photos where relevant. We will provide the appropriate return address and instructions. Please contact us before posting your parcel so it reaches the correct location. Use a tracked service and keep your postage receipt and tracking details.

Return shipping costs

Eligible change-of-mind returns requested within 30 days of delivery are free. Elara Sydney covers the return postage for these eligible returns. Contact support@elarasydney.com before sending your parcel so we can provide the return instructions. We do not charge a restocking or administration fee. Your rights for faulty or incorrectly supplied items are explained below.

Refunds

When the returned item has been received and assessed, we will email you the outcome. Approved refunds are issued to your original payment method. Your bank or card provider may take 5–10 business days to show the credit. Contact us if you need help tracing a refund.

Exchanges and cancellations

To request an exchange, contact us within 30 days after delivery. If you need to cancel or amend an order, email us as soon as possible. We will check whether the order can still be changed before dispatch.

Faulty, damaged or incorrect items

If your item is faulty, damaged or different from what you ordered, contact us with your order number and photos where possible so we can assess the problem and arrange the appropriate remedy. Where a product is confirmed to have a problem, we reimburse reasonable return postage costs; please keep your receipt.

Nothing in this policy excludes or limits your rights under Australian Consumer Law, including any right to a repair, replacement or refund. The 30-day change-of-mind period and original-packaging requirements do not limit those rights.

For help, email support@elarasydney.com.