Refund Policy
Refund & Return Policy
At AVELIA SYDNEY, we are committed to providing a seamless shopping experience and ensuring our customers feel confident with every purchase.
Please read this Refund & Return Policy carefully before placing your order.
Please note: Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, incorrect, or otherwise covered under the Australian Consumer Law (ACL).
This policy operates in accordance with the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts, or modifies any rights you may have under applicable consumer protection laws.
RETURNS
Can I return my order?
Yes. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order.
To be eligible for a return:
- The return request must be submitted within 30 days of delivery.
- The item must be unused, unworn and in its original condition.
- All original tags, packaging, accessories and components must be included.
- The item must not show signs of wear, washing, damage or alteration.
- Items subject to hygiene considerations must be returned unused and in a hygienic condition.
- The return must be approved by our Customer Support team before being sent.
Returns that do not meet these conditions may not be eligible for a refund.
INCORRECT SIZE OR CHANGE OF MIND
If you ordered the wrong size, selected the wrong colour, or simply changed your mind, your request will generally be treated as a change-of-mind return.
Before placing your order, we recommend reviewing the size guide available on each product page.
For eligible change-of-mind returns:
- Return shipping costs are the responsibility of the customer.
- Original shipping charges (where applicable) are non-refundable.
- Items must satisfy all return eligibility requirements outlined above.
Where appropriate, we may offer a replacement item or another suitable resolution as an alternative to a return.
FAULTY, DAMAGED OR INCORRECT ITEMS
If your order arrives damaged, faulty, defective or incorrect, please contact our Customer Support team as soon as reasonably possible after discovering the issue.
Please include:
- Your order number
- A description of the issue
- Clear photographs or videos showing the problem
Once the issue has been assessed, we will provide an appropriate solution in accordance with the Australian Consumer Law.
Depending on the circumstances, this may include:
- a replacement;
- a repair;
- a partial refund;
- or a full refund.
Where applicable, reasonable return shipping costs will be covered by AVELIA SYDNEY.
HOW TO REQUEST A RETURN
To request a return, please contact us at:
Please include:
- Your order number
- Your full name
- The reason for your request
- Clear photographs or videos (if applicable)
Once your request has been reviewed, we will provide the appropriate return instructions and the correct return address.
Please do not send items back without prior approval, as they may not be accepted.
INTERNATIONAL FULFILMENT
To offer a carefully curated collection at competitive prices, AVELIA SYDNEY works with trusted international fulfilment partners.
As a result, approved returns may need to be sent to one of our designated international return facilities depending on the product purchased.
For your protection, we strongly recommend using a tracked shipping service and retaining proof of postage until your return has been completed.
PARTIAL REFUNDS
In some situations, we may offer a partial refund as an alternative to returning the item.
This option is intended to provide a faster and more convenient resolution while avoiding unnecessary international return shipping.
Acceptance of a partial refund is entirely at the customer's discretion.
If a partial refund is accepted as the agreed resolution of a change-of-mind request, the matter will be considered resolved once the refund has been processed.
This does not affect any rights you may have under the Australian Consumer Law where applicable.
REFUNDS
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved:
- Refunds will be processed to your original payment method.
- Refunds are generally processed within 5–10 business days after the returned item has been inspected.
Please note that your financial institution or payment provider may require additional time for the funds to appear in your account.
Original shipping charges (where applicable) are non-refundable for change-of-mind returns unless required by law.
RETURN SHIPPING & LIABILITY
Customers are responsible for return shipping costs for eligible change-of-mind returns.
AVELIA SYDNEY cannot accept responsibility for return parcels that are lost, delayed or damaged in transit.
For this reason, we strongly recommend using a tracked shipping service.
Returns that do not comply with this policy may not be eligible for a refund.
EXCHANGES
We do not currently offer direct exchanges.
If you would like a different size, colour or style, we recommend contacting our Customer Support team. Where appropriate, we may offer a replacement item or advise the best available solution.
NON-RETURNABLE ITEMS
For hygiene and safety reasons, certain items cannot be returned unless they are faulty or otherwise covered under the Australian Consumer Law.
These include, but are not limited to:
- Underwear
- Lingerie
- Swimwear where hygiene seals have been removed
- Earrings
- Personal care products
- Gift cards
- Items clearly marked as non-returnable
ORDER CANCELLATIONS
Orders are processed promptly to ensure timely dispatch.
If you wish to cancel or amend your order, please contact us as soon as possible.
While we will always do our best to assist, cancellations or changes cannot be guaranteed once order processing has begun.
If your order has already been dispatched, the applicable return process may be followed after delivery.
CONTACT
If you have any questions regarding returns, refunds or your order, our Customer Support team will be happy to assist.
AVELIA SYDNEY Customer Support