Refund policy

Your rights under Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. This policy does not limit your rights to a repair, replacement, refund or other remedy where a consumer guarantee is not met.

These rights also apply to customised, personalised and sale items. The 30-day change-of-mind period, original packaging and unworn-condition requirements below do not limit your rights for faulty or incorrectly supplied goods.

Faulty, damaged or incorrect items

Email info@sollyandco.com.au with your order number or other proof of purchase, a description of the issue and photos if available. We will assess the issue and explain the available remedy. For a major problem with goods, you can choose a refund or replacement. For a minor problem, we will provide the remedy required by law within a reasonable time.

You do not need the original packaging to report a fault. Where a fault is confirmed, we reimburse reasonable return postage costs. Please keep your postage receipt.

Change-of-mind returns

For items from our pre-designed range, you may request a change-of-mind return within 30 days of receiving your order. The item must be unworn or unused, with tags and original packaging, and you must provide proof of purchase.

We do not offer change-of-mind returns for custom-made or personalised orders, sale items or gift cards. This restriction does not apply to remedies you are entitled to under Australian Consumer Law.

How to arrange a return

Contact info@sollyandco.com.au before posting your return so we can provide the correct return address and instructions. If your change-of-mind return is accepted, we will send a return shipping label and instructions. Contacting us first helps us identify your order and arrange the return; it does not remove your statutory rights.

Exchanges and refunds

For an eligible change-of-mind exchange, contact us to arrange your return, then place a separate order for the replacement item. We will notify you after assessing your return. Approved refunds are processed to the original payment method within 10 business days. Your bank or payment provider may take additional time to display the refund. If more than 15 business days have passed since approval, email us for assistance.