Return & Refund Policy
Return & Refund Policy – Clara & Cole Sydney
Please read our Return and Shipping Policy carefully. By placing an order with Clara & Cole Sydney, you agree to the terms outlined below.
Returns
You may request a return within 30 days from the date of delivery. After this period, we may no longer be able to offer a refund or exchange.
To be eligible for a return, items must be:
- Unworn and unused
- Unwashed
- Undamaged
- Returned in original packaging with tags and accessories
For hygiene reasons, certain items cannot be returned, including but not limited to:
- Underwear
- Lingerie
- Tights
- Selected skincare or intimate-use products
Return Process
To request a return, please contact us at info@claracolesydney.com and include:
- Your order number
- The reason for your return
- A clear photo (if the item is damaged or incorrect)
- Your contact details
Our support team will provide return instructions once your request has been reviewed.
Refunds
Once your returned item has been received and inspected, we will notify you by email whether your refund has been approved.
If approved, your refund will be issued to your original payment method. Please allow up to 30 business days for the refund to appear, depending on your payment provider.
If your refund has not appeared after this timeframe, please first check your bank or card provider before contacting us.
Return Shipping Costs
Customers are responsible for return shipping costs unless the item received was defective or incorrect.
We recommend using a tracked shipping service, as we cannot be responsible for returns lost during transit.
Depending on your location and fulfilment origin, returns may need to be sent to an international processing facility. Return shipping costs may vary and are the responsibility of the customer unless otherwise agreed.
Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us within 48 hours of delivery.
We will arrange a replacement at no additional cost. If a replacement cannot be successfully delivered, you will be eligible for a full refund.
Order Changes or Cancellations
Orders are processed quickly after placement. While we cannot guarantee cancellation once processing has begun, please contact us immediately if you need assistance and we will do our best to help.
Shipping & Delivery Information
Processing Time
Orders are typically processed within 1–3 business days.
Orders placed on weekends, holidays, or during peak periods may require additional processing time.
Delivery Time
Once dispatched, estimated delivery time is approximately 6–12 business days.
In rare circumstances such as peak seasons, carrier delays, or global logistics disruptions, delivery may take up to 30 business days.
Free Shipping
We offer free standard shipping on all orders.
Any available express shipping upgrades will be shown during checkout when applicable.
Order Fulfilment & Sustainability
To provide efficient delivery and maintain competitive pricing, orders may be fulfilled from multiple partner warehouses depending on product availability.
This helps reduce delivery delays and supports a more efficient and environmentally conscious supply chain.
Possible Shipping Delays
During promotional periods, holidays, or unforeseen global events, shipping carriers may experience delays outside our control.
We appreciate your understanding and will always do our best to keep you informed.
Contact Information
If you have questions regarding returns or shipping, please contact our support team:
Clara & Cole Sydney
Email: info@claracolesydney.com