Refund policy

Refund Policy

Thank you for shopping with Isabella Melbourne. If you're not completely happy with your purchase, we offer a 30-day return policy. Please read the details below.

Your Rights Under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits your rights under the Australian Consumer Law. The change-of-mind conditions below apply only to items that are not faulty.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged, significantly different from its description, or not what you ordered, please email support@isabellamelbourne.com as soon as possible with:

  • Your order number
  • Clear photos of the issue and the packaging

Once we've verified the issue, we will cover the reasonable cost of return postage. For a major problem, you can choose a full refund or a replacement. For a minor problem, we may offer a repair, replacement or refund.

Change-of-Mind Returns

We accept change-of-mind returns within 30 days of the date you received your order. To be eligible:

  • The item must be unworn, unwashed, unused and in the same condition you received it
  • The item must be in its original packaging with all tags attached
  • Proof of purchase (receipt or order number) must be provided

Return postage for change-of-mind returns is at your own cost.

How to Return an Item

  1. Email us at support@isabellamelbourne.com with your order number and the reason for your return.
  2. We'll confirm your return and send you the correct return address. Where applicable, we'll also provide a return shipping label.
  3. Please include your name and order number inside the returned parcel.

Please contact us before sending any item back, as returns sent to the wrong address may be delayed or lost. Return addresses may differ from our business address.

Order Cancellations

You may cancel your order within 24 hours of purchase by emailing support@isabellamelbourne.com. After this time, your order may already be in processing or production and can no longer be cancelled.

If you'd like to cancel after this period, please wait for your order to arrive and then submit a return request under the conditions above. Once an order has been dispatched, it can't be cancelled.

For selected custom-made, personalised or print-on-demand items, cancellations may not be possible once production has started.

Non-Returnable Items (Change of Mind)

The following items cannot be returned for change of mind:

  • Gift cards
  • Custom-made, personalised and print-on-demand items made specifically for your order

If an item is excluded from change-of-mind returns, this will be stated on the product page. These items are still covered by the Australian Consumer Law if they are faulty, damaged or incorrect.

Restocking Fees

We do not charge restocking fees on any returns.

Refunds

Once we receive your return, we'll inspect it and let you know whether your refund has been approved. Approved refunds are issued to your original payment method within 7 business days. Your bank or payment provider may take additional time to process the refund.

Exchanges

To exchange an item, email support@isabellamelbourne.com with your order number and the item details. Exchanges can be arranged within 30 days of delivery, provided the item is unworn, unused, and has all original tags and packaging.

Contact Us

For any questions about returns, refunds or exchanges, please contact us:

Email: support@isabellamelbourne.com

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