Refund policy
We offer a 30-day returns policy. This means you have 30 days from the date you receive your item to request a return.
Under the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth), you have automatic consumer guarantees that cannot be excluded, restricted or modified. Our 30-day returns policy is in addition to, and does not limit, your rights under the ACL.
Your Rights Under the Australian Consumer Law
Under the ACL, our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
A product has a "major failure" if it would not have been purchased by a reasonable consumer who was fully aware of the problem, it is significantly different from its description or sample, it is substantially unfit for purpose, or it is unsafe.
How to Start a Return
To initiate a return, please contact our customer service team at support@adelinesydney.com and provide your order number (as shown in your confirmation email or paper invoice).
If your return request is approved, we will provide you with the return address along with detailed instructions on how and where to send your package. Returns sent without prior authorisation will not be accepted.
For change-of-mind returns, customers are responsible for return shipping costs. We will cover return shipping costs where the return is due to a fault or failure covered by the ACL.
Eligibility for Returns
To qualify for a change-of-mind return, items must be:
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Unworn and unwashed
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In their original condition
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Returned with all tags and liners attached
Items showing signs of wear, use, or damage may be refused for change-of-mind returns. Please note that your ACL rights for faulty or not-as-described goods apply regardless of the condition of the item.
Return Shipping
For change-of-mind returns, customers are responsible for the cost of return shipping.
For bundled purchases, all items included in the bundle must be returned together for change-of-mind returns. Individual items from a bundle cannot be returned separately.
If your order arrives faulty, damaged, or not as described, we will cover return shipping costs. You must contact our support team within 30 days of delivery to report the issue. This does not limit your rights under the ACL, which may apply beyond this period.
Damages and Issues
Please inspect your order upon delivery. If you receive a defective, damaged, or incorrect item, contact us immediately so we can assess the situation and provide a remedy under the ACL.
Exchanges
To receive a different item, please return the original item following the return procedure. Once your return is accepted, you may place a new order for the replacement item.
Refunds
After we receive your return package, we will inspect it within 2–4 business days. If approved, your refund will be issued within that timeframe.
Refunds will be made using the same payment method used for the original transaction. Please allow up to 10 business days for the refund to appear in your account, depending on your bank or payment provider.
Where you are entitled to a refund under the ACL, we will process it without undue delay.
Restocking Fees: $0
Contact Information
Brand Name: Adeline Sydney
Address: Unit 5/90 Mitchell St, #91, Darwin, NT 0800, Australia
Email: support@adelinesydney.com
Phone: +61 8 7918 7680
Contact Form: Click here
Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (ACST)
Response Time: Our customer service team will respond within 24 hours on business days.