Return Policy

At Steve & Rachel Sydney, we are committed to keeping our customers satisfied with every purchase.

However, we understand that there may be occasions when you wish to return an item.
This page outlines our Return Policy in detail.

1. Conditions for Returns

To qualify for a return, the following conditions must be met:

  • You may only request a return after receiving the item physically.

  • Return shipping costs are entirely the customer’s responsibility, including any international shipping or customs fees.

  • Items must be unused, unwashed, undamaged, and in their original condition, with all tags and labels still attached.

  • Trying on items is permitted, but wearing them beyond fitting is not allowed.

  • Returns of items intentionally purchased in multiple sizes or colors for the purpose of partial returns are not accepted.

We reserve the right to refuse returns that do not meet these conditions.

2. Return Process

To initiate a return, please follow the steps below:

  1. Contact us at info@steverachelsydney.com within 30 days of receiving your item.

  2. You will receive the return address of our supplier (based in China).

  3. Ship the item back at your own expense, including any customs duties or shipping fees.

  4. We recommend using a trackable shipping service to ensure safe delivery of your return.

Please note that failure to provide tracking details may result in delays or denial of refund claims.

3. Refunds

Once your returned item has been received and inspected, and the condition is approved, your refund will be processed.

The refund will be issued within 14 days to the original payment method used at checkout.

Please note:

  • Shipping fees are non-refundable.

  • Refunds may take a few additional business days to appear, depending on your payment provider.

4. Liability

  • Steve & Rachel Sydney is not responsible for lost or missing packages once tracking indicates the item has been delivered to the customer’s address.

  • Providing an incorrect shipping address is the sole responsibility of the customer.

  • Address errors or corrections must be reported within 24 hours after placing your order.

We do not issue refunds for orders lost due to incorrect or incomplete addresses provided by the customer.

5. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at info@steverachelsydney.com with photos and your order number.

We will review your case and offer a suitable solution, such as a replacement or refund.

6. Contact Information

For all inquiries regarding returns or refunds, please contact us:

Steve & Rachel Sydney
📧 Email: info@steverachelsydney.com
🕓 Business hours: Monday – Friday, 9:00 AM – 5:00 PM (AEST)