Return & Refund Policy
Return & Refund Policy
At Emma & Nicole Sydney, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help. Please read our Return & Refund Policy carefully before requesting a return. If you have any questions, feel free to contact us at contact@emmanicole-sydney.info.
1. How Our Business Operates
To reduce waste and operate more sustainably, Emma & Nicole Sydney works with trusted international suppliers. Some items are shipped directly from our supplier to ensure efficient delivery and minimize unnecessary inventory.
As a result, approved returns must be sent to our designated international return facility, the details of which will be provided after your return request has been approved.
2. Return Requests
-
Return requests must be submitted within 14 days of receiving your order.
-
Returns can only be requested after the order has been delivered.
-
Please include your order number and the reason for your return request.
-
Once your request has been approved, you will receive detailed return instructions and the return address.
3. Return Conditions
To be eligible for a return, items must:
-
Be unused, unwashed, and in their original condition.
-
Have all original tags and labels attached.
-
Show no signs of wear, damage, or alteration.
Please note:
-
Trying on an item is acceptable; wearing it beyond fitting is not.
-
Sale or promotional items are generally not eligible for return unless they arrive damaged or incorrect.
-
For hygiene reasons, items such as underwear, swimwear, and certain accessories cannot be returned unless they are unopened and unused.
4. Return Shipping
-
Return shipping costs are the responsibility of the customer.
-
Any applicable international shipping or customs charges are also the customer's responsibility.
-
We strongly recommend using a tracked shipping service, as we cannot process returns that cannot be verified as delivered.
-
Customers remain responsible for the returned parcel until it reaches the designated return address.
5. Alternative Solutions
Because international returns can be costly, our customer support team may offer an alternative solution when appropriate, such as:
-
A partial refund.
-
Store credit.
-
A replacement item.
-
A special discount on a future purchase.
Our goal is always to find a fair and satisfactory solution for both parties.
6. Damaged, Incorrect or Defective Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 14 days of delivery.
To help us resolve the issue quickly, please include:
-
Your order number.
-
A clear description of the issue.
-
Clear photos showing the product and the problem.
Once reviewed, we'll work with you to provide the most suitable solution as quickly as possible.
7. Refunds
Refunds are processed once the returned item has been received and inspected.
If approved, your refund will be issued to your original payment method within 14 business days.
Original shipping charges are non-refundable unless required by applicable consumer law.
8. Order Cancellations
Orders begin processing shortly after they are placed. For this reason, cancellation requests cannot be guaranteed once processing has started.
If you experience any issue with your order, we kindly ask that you contact our customer support team before initiating a payment dispute or chargeback. We're committed to finding a fair solution whenever possible.
9. Responsibility
Emma & Nicole Sydney cannot be held responsible for:
-
Orders confirmed as delivered by the shipping carrier.
-
Incorrect shipping information provided during checkout.
-
Delays caused by customs authorities or circumstances beyond our reasonable control.
If you notice an error in your shipping address, please contact us within 24 hours of placing your order at: