Returns and Refund Policy
Last updated: Today
At Clara Vale Melbourne, we want you to feel comfortable and confident when shopping with us.
This Returns and Refund Policy explains how returns, refunds, exchanges and our 30 day money back guarantee work for purchases made through claravalemelbourne.com.
30 Day Money Back Guarantee
We offer a 30 day money back guarantee.
If you are not completely satisfied with your order, or if something is not quite right, please contact us within 30 days of receiving your order.
To request a return, please email:
Please include the following information:
- Your full name
- Your order number
- The email address used when placing your order
- The reason you would like to return the item
- Clear photos if the item is damaged, faulty or incorrect
- Any additional information that may help us understand your request
Our customer care team will review your request and clearly explain the next steps.
Return Approval
Please contact us before sending an item back.
Returns must first be reviewed and approved by Clara Vale Melbourne. Once your return has been approved, we will provide you with the correct return instructions and return address.
Some of our products are shipped directly by our suppliers. Because of this, an approved return may need to be sent directly to the relevant supplier, which may be located overseas, including in China.
Please do not return an item to an address that has not been provided to you by our customer care team.
Return Shipping Costs
For change of mind returns, incorrect size selections or items that are no longer wanted, return shipping costs are generally the responsibility of the customer.
If the approved return address is located overseas, including in China, the customer is responsible for arranging and paying for shipping to that address.
We strongly recommend using a tracked shipping service so that your return can be followed until it reaches the return location.
Return Tracking
For approved returns, we may ask you to provide valid tracking information.
A refund can generally only be processed once the returned parcel has been received and confirmed by the relevant supplier or return location.
If a returned parcel is lost during transit and delivery cannot be confirmed, we may be unable to complete the refund.
Please keep your tracking information until your return has been fully processed.
Condition of Returned Items
To be eligible for a change of mind return, items should generally be:
- Unworn
- Unwashed
- Unused
- In their original condition
- Returned with original tags and packaging where possible
Items showing signs of wear, washing, use, damage, perfume, makeup, stains or alterations may not be accepted for a change of mind return.
Items That May Not Be Eligible for Return
Certain products may not be eligible for change of mind returns.
These may include:
- Gift cards
- Items clearly marked as final sale
- Personal or hygiene related products
- Items that have been worn, washed or used
- Items returned without prior approval
These conditions do not remove or limit any rights you may have under the Australian Consumer Law.
Faulty, Damaged or Incorrect Items
If you receive an item that is damaged, faulty or different from what you ordered, please contact us as soon as possible.
Email:
Please include your order number, a clear description of the issue and photos showing the item and, where relevant, its packaging.
Our customer care team will review the situation and explain the available next steps.
Your rights under the Australian Consumer Law are not excluded or limited by this policy.
Australian Consumer Law
Nothing in this Returns and Refund Policy is intended to exclude or limit any rights or remedies available to you under the Australian Consumer Law.
Where a product does not meet applicable consumer guarantees, you may have rights to a repair, replacement, refund or another remedy as provided by Australian law.
Refund Processing
Once your approved return has been received and reviewed, we will contact you by email.
If a refund is approved, it will be issued to the original payment method used for your purchase.
After we process the refund, your bank, card provider or payment provider may require additional time before the funds appear in your account.
Processing times can vary depending on your payment provider.
Exchanges
Depending on the circumstances and product availability, we may be able to offer an exchange or another suitable solution.
To discuss an exchange, please contact:
Our customer care team will review your request and explain which options are available.
Order Cancellations
If you would like to cancel an order, please contact us as soon as possible at:
If your order has not yet been processed or dispatched, we will do our best to cancel it.
Once an order has already been processed or shipped, we may no longer be able to cancel it. In that situation, the normal return process may apply after the order has been delivered.
Contact Us
If you have any questions about a return, refund, exchange or cancellation, our customer care team is here to help.
Email:
info@claravalemelbourne.com
We aim to keep the process clear and straightforward, so you always know what to expect.