Return & Refund Policy

Return & Refund Right of return

You have 30 days from the delivery date to request a return.

Restocking fee

At Couture Sydney we do not charge a return fee.

Time for refund

After receiving and inspecting your return, we will process the refund within 7 business days.

Shipping costs for returns

The costs for return shipment are borne by the customer.

Right of return on the day of delivery

Our returns policy is based on the day of delivery, not the day of purchase, so you have plenty of time to inspect your purchase.

If an item arrives later than the stated 30-day return period, a return is still possible.

Under what circumstances do we offer returns?

1. Cancel an order:

  • If you would like to cancel an order before it has been shipped, please contact our customer service at support@couture-sydney.com.
  • We will process your cancellation request and issue a full refund to your original method of payment.

2. Damaged upon arrival:

  • Please check your order upon delivery.
  • If you receive a damaged item, please contact us immediately.
  • Describe the damage and, if possible, attach photos for our assessment.
  • We will arrange a return, replacement or refund according to your wishes as soon as possible.

3. Manufacturing defects or defects after use (warranty):

  • In case of a manufacturing defect or if an item breaks after use within our warranty period, please contact our customer service.
  • We will guide you through the warranty process for repair, replacement or refund in accordance with our warranty terms and conditions.

4. Received the wrong product:

If you received an incorrect product, please contact us immediately.

We will initiate a return and, upon receipt of the returned item, ship the correct product at no additional cost.

Initiate a return

1. Contact us:

Please send an email with your order number and the reason for the return to our customer service team at support@couture-sydney.com.

2. Return Authorization:

Our team will review your request and issue a return authorization along with a return label (if applicable).

3. Packaging and shipping:

  • Please make sure the item is in its original condition, including tags and packaging.
  • Follow the instructions to pack and ship the return shipment to the address provided on the return authorization.
  • Please enclose a copy of the return authorization with your return shipment.
  • If necessary, attach photos to support the claim for damages or defects.
  • To ensure a smooth return process, each return must be provided with a tracking number that can be tracked online.

4. Additional information about returning your order

All returns will be sent to our central warehouse in Asia at the customer's expense

Refund:

Once we receive and inspect your return, we will notify you of the status of your refund.

Once approved, your refund will be processed within 7 business days and will be returned to your original method of payment.

Shipping policy

Shipping to Australia:

We offer free shipping on all orders.

Processing time:

We aim to process and ship orders within 1 to 2 business days of receiving cleared payment. Please note that orders placed on weekends or holidays may require additional processing time.

Shipping time:

After your order has been processed, the estimated delivery time is between 7 and 14 business days. This time frame takes into account the time it takes for your package to travel from our warehouse to your delivery address.

Order tracking:

Once your order has been shipped, you will receive an email with a tracking number and instructions on how to track your package. If you have any questions about the status of your order, please contact us and we will be happy to assist you.

Shipping to multiple addresses:

We currently do not offer shipping to multiple addresses in one order. For separate shipments to different addresses, please place separate orders.

Lost or delayed orders:

While we do our best to ensure your order is delivered safely and on time, sometimes delays or losses may occur during the shipping process. If your order is delayed or does not arrive within the estimated delivery time, please contact us immediately so that we can investigate and resolve the issue for you.

DAP (Delivery At Place)

Delivery of the Products to the Customer will be made on a Delivered at Place (DAP) basis in accordance with Incoterms. Delivered at Place means that the Customer will pay any import duties, levies or taxes when the shipment of the Products arrives. Risk and title in the Products and transportation will not pass to the Customer until the Products are delivered to the delivery address.

Questions or need help?

If you have any further questions about our shipping policy or need help with your order, please do not hesitate to contact us. We are always ready to help you!

Thank you for shopping at Couture Sydney! We hope you will have a smooth and pleasant shopping experience. We look forward to delivering your order to your home soon!

Happy shopping!

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