Returns and Refund Policy

Last updated: 14 October 2026

At Clara & Victoria Melbourne, we want you to shop with confidence and enjoy a pleasant shopping experience.

This Returns and Refund Policy explains how returns, refunds, exchanges and our 30-day money-back guarantee work.

This policy applies to all purchases made through claravictoriamelbourne.com.

30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on eligible purchases.

If you are not completely satisfied with your order, you may request a return within 30 days of receiving your items.

To initiate a return, please contact our customer support team at:

info@claravictoriamelbourne.com

When submitting your request, please include:

1. Your full name
2. Your order number
3. The email address used when placing your order
4. The reason for your return
5. Clear photographs if your item is damaged, faulty or incorrect, where possible
6. Any additional information that may help us assist you

Our customer support team will review your request and provide further instructions.

Return Approval and Instructions

Before returning an item, please contact our customer support team to obtain the appropriate return instructions.

Please do not send items back without contacting us first.

For change-of-mind returns, prior approval is required.

Once your return request has been reviewed and approved, we will provide you with the applicable return address and instructions.

As Clara & Victoria Melbourne works with international suppliers and fulfilment partners, some returns may need to be shipped directly to our supplier's return facility.

Please note that the return address may be located overseas, including in China.

For change-of-mind returns, customers are responsible for ensuring that their items are returned to the designated return address.

Return Shipping Costs

For change-of-mind returns, including situations where:

• You no longer want the item
• You ordered the wrong size
• You selected the wrong colour
• The item does not meet your personal preferences

The customer is responsible for arranging and paying the return shipping costs.

Important: Depending on the product and supplier, your return may need to be shipped to an international return facility, including one located in China.

International return shipping costs may be higher than domestic Australian shipping costs.

We recommend using a reliable shipping service with tracking information to ensure your parcel can be monitored during transit.

Tracking Requirements for Returns

For approved change-of-mind returns, we require customers to use a tracked shipping service and provide valid tracking information.

This allows us to monitor the returned parcel and confirm its delivery to the designated return location.

Refunds for change-of-mind returns will generally be processed after the returned item has been received and inspected.

If a return parcel is lost during transit and delivery cannot be confirmed, we may be unable to issue a refund for a change-of-mind return.

Condition of Returned Items

To qualify for a change-of-mind return under our 30-day money-back guarantee, items must generally be:

1. Unworn
2. Unwashed
3. Unused
4. In their original condition
5. Returned with original tags and packaging, where possible

Items showing signs of wear, washing, use, stains, perfume, makeup marks, alterations or customer-caused damage may not be accepted for change-of-mind returns.

We reserve the right to decline a change-of-mind return if the item does not meet these conditions.

Items That May Not Be Eligible for Return

Certain products may be excluded from our voluntary change-of-mind return policy.

These may include:

1. Gift cards
2. Items clearly marked as final sale
3. Personal or hygiene-related products
4. Items that have been worn, washed or used
5. Items returned without following the applicable return instructions

Any applicable exclusions will be clearly communicated where relevant.

These exclusions do not apply where customers are entitled to a remedy under the Australian Consumer Law.

Faulty, Damaged or Incorrect Items

At Clara & Victoria Melbourne, we aim to ensure that every customer receives the correct products in satisfactory condition.

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at:

info@claravictoriamelbourne.com

Please include:

• Your order number
• A description of the issue
• Clear photographs of the product and packaging, where possible

Our customer support team will review the situation and assist you with an appropriate resolution.

Depending on the circumstances and your rights under the Australian Consumer Law, this may include a repair, replacement, refund or another applicable remedy.

If your product fails to meet a consumer guarantee, your rights are not limited by our 30-day return period.

Australian Consumer Law

All purchases made through Clara & Victoria Melbourne are subject to applicable consumer guarantees under the Australian Consumer Law (ACL).

These guarantees cannot be excluded, restricted or modified by our store policies.

Under the Australian Consumer Law, customers may be entitled to a repair, replacement, refund or other remedy if a product fails to meet an applicable consumer guarantee.

Our voluntary 30-day money-back guarantee operates in addition to these statutory rights.

Nothing in this policy limits or excludes any rights or remedies available to you under Australian law.

Refund Processing

Once your approved change-of-mind return has been received and inspected, we will notify you of the outcome by email.

If your refund is approved, it will be processed through your original payment method.

Please allow additional time for your bank, card provider or payment provider to complete the transaction.

Processing times may vary depending on your financial institution.

Exchanges

If you would like to exchange an item for another size, colour or product, please contact us at:

info@claravictoriamelbourne.com

Please include your order number and the details of your requested exchange.

Exchanges for change-of-mind reasons are subject to product availability and approval.

Depending on the circumstances, you may be asked to return the original item before an exchange can be arranged.

Order Cancellations

If you wish to cancel your order, please contact our customer support team as soon as possible at:

info@claravictoriamelbourne.com

If your order has not yet been processed or dispatched, we will do our best to accommodate your cancellation request.

However, once an order has entered the fulfilment process or has been dispatched, cancellation may no longer be possible.

If your order has already been dispatched, you may request a return after delivery in accordance with this policy.

12. Contact Us

If you have any questions regarding returns, refunds, exchanges or an existing order, please contact our customer support team.

Clara & Victoria Melbourne

Email: info@claravictoriamelbourne.com

Website: https://claravictoriamelbourne.com

We are committed to providing clear communication and assisting our customers with any concerns.