Refund policy

Last updated: 9 October 2026

30-Day Change-of-Mind Returns

You may request a change-of-mind return within 30 days of receiving your order.

To qualify, items must be unworn, unused and unwashed, with their original tags attached. Please include the original packaging where reasonably possible and provide your order number or another proof of purchase.

These conditions apply only to voluntary change-of-mind returns. They do not limit your rights under the Australian Consumer Law.

How to Request a Return

Email support@oliviarose-sydney.com with your order number, the items you wish to return and the reason for your request.

For damaged, faulty or incorrect items, please provide photographs where reasonably possible to help us assess the issue.

Returns are sent by post to our designated return facility in China. We do not offer a local Australian return address. The full return address will be provided with your return instructions.

Return Shipping Costs

For change-of-mind returns, including voluntary size or colour changes, you are responsible for the direct cost of shipping the items from Australia to China. These return postage costs are not refundable.

International postage can be expensive. We recommend obtaining a postage quote before arranging your return and using a tracked service. Keep your tracking information and proof of postage.

For goods confirmed to have a problem covered by the Australian Consumer Law, we will reimburse reasonable return postage costs. Where the law requires us to arrange collection or cover transport, we will do so. Contact us to discuss the appropriate return arrangements.

We do not charge a restocking fee.

Faulty, Damaged or Incorrect Items

If an item is faulty, unsafe, damaged, incorrect or not as described, contact support@oliviarose-sydney.com so we can assess the issue.

Your statutory rights are not limited to 30 days and do not require the original packaging. We may request reasonable proof of purchase.

For a major failure, you are entitled to choose a refund or replacement. You may also be entitled to compensation for reasonably foreseeable loss or damage.

For a minor failure, the issue must be resolved free of charge within a reasonable time. Additional remedies are available if it is not resolved as required by law.

These rights also apply to sale items and items excluded from voluntary returns. Nothing in this policy excludes or restricts your rights under the Australian Consumer Law.

Exceptions to Change-of-Mind Returns

We do not accept voluntary change-of-mind returns for:

Gift cards.
Personalised, custom-made or made-to-order items.
Sealed hygiene products once their seal has been removed.
Items worn, washed, altered or damaged by the customer after delivery.

These exclusions do not remove any applicable statutory rights.

Exchanges

For voluntary size or colour changes, please request a return and place a separate order for the replacement item. Direct exchanges are not guaranteed.

This does not affect any statutory right to a replacement.

Refunds

After receiving and inspecting an eligible change-of-mind return, we will confirm the outcome by email.

Approved refunds will be issued to the original payment method within 5 business days of approval. Your bank or payment provider may take additional time to display the refund.

If more than 10 business days have passed since we confirmed that your refund was issued, contact us.

Refunds and other remedies required by the Australian Consumer Law will be provided in accordance with that law.

Contact

Olivia & Rose Sydney
Email: support@oliviarose-sydney.com