Returns & Refunds Policy

Last updated: 24 October 2026

At Sophie Melbourne, we want you to feel confident shopping with us. If something isn't right with your order, we're here to help.

You may request a return for an eligible change of mind within 14 days of receiving your order. Please read the policy below for details on eligibility, return shipping and refunds.

This policy does not limit any rights you may have under applicable consumer law.

1. Return Window

You may contact us to request a change-of-mind return within 30 days of receiving your order.

Please wait until your order has been delivered before submitting a change-of-mind return request.

This 30-day period applies to our voluntary change-of-mind return policy. It does not limit any consumer rights or remedies that may apply if an item is faulty, damaged, incorrect or does not match its description.

2. Return Eligibility

For a change-of-mind return to be eligible, the item must:

• Be unworn, unwashed and unused, apart from reasonable try-on for sizing.

• Be in its original condition, with all original tags and labels attached.

• Be free from stains, odours, damage, alterations or signs of wear beyond reasonable try-on.

• Include its original packaging where applicable.

• Be accompanied by your order number or other proof of purchase.

Please contact our customer support team before sending anything back so we can provide the correct return instructions.

Returned items will be assessed against these conditions. Items that do not meet the requirements may not qualify for a change-of-mind refund, subject to applicable consumer law.

These conditions do not override your rights if an item has a problem covered by applicable consumer guarantees.

3. How to Request a Return

To request a return, email contact@sophiemelbourne.com with the following information:

• Your full name.

• Your order number.

• The item you wish to return.

• The reason for your request.

• Clear photographs if the item is damaged, defective or incorrect, where possible.

Our team will review your request and provide the applicable return instructions.

Please do not send your return before receiving instructions from our team. The return address may differ from the address shown on your original parcel.

If you have a problem with your order, please contact us and we'll explain the next steps.

4. Return Shipping Costs

For standard change-of-mind returns, the customer is responsible for return shipping costs, including any applicable postage, handling or customs charges.

Depending on the order and our supplier arrangements, returns may need to be sent to an international return facility. International postage can be expensive, so we recommend checking the cost before sending your parcel.

We recommend using a tracked shipping service and keeping your proof of postage until your return has been resolved.

Where you arrange the return shipment yourself, you are responsible for retaining tracking information and proof of postage. Responsibility for lost parcels will be determined in accordance with applicable law.

Original shipping charges are generally not refundable for change-of-mind returns, to the extent permitted by applicable law.

These shipping conditions do not apply where we are required by law to cover return costs or provide another remedy.

5. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, incorrect or materially different from its description, please contact contact@sophiemelbourne.com as soon as reasonably possible.

Please include your order number, a description of the issue and photographs where available. This information can help us assess the problem more quickly.

We'll review the issue and provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include a repair, replacement, refund or another legally appropriate remedy.

Where we are responsible for the issue, you will not be required to pay return costs that we are legally required to cover.

Your statutory consumer rights are not affected by this policy.

6. Closing Sale and Promotional Purchases

Our Closing Sale offers discounts across the Sophie Melbourne collection.

Eligible closing-sale and promotional purchases remain covered by our 30-day change-of-mind return policy, subject to the conditions outlined above.

Return shipping costs for standard change-of-mind returns remain the customer's responsibility, to the extent permitted by law.

Discounted or sale items are not excluded from any consumer guarantees or remedies that apply under Australian, New Zealand or other applicable law.

7. Sizing and Exchanges

We recommend reviewing the size guide and product measurements before placing your order, as sizing may vary between styles.

If you're unsure which size to choose, contact us at contact@sophiemelbourne.com before ordering and we'll do our best to help.

If an item doesn't fit, you may request a change-of-mind return under this policy, provided the item meets the eligibility conditions.

Prefer another size or style? Contact us before returning your item. Where stock and supplier arrangements allow, we may be able to discuss an exchange or another suitable option.

Direct exchanges are not guaranteed. Depending on availability, you may need to return the original item and place a new order.

Any exchange or alternative arrangement is voluntary and does not replace a remedy you're entitled to under applicable consumer law.

8. Alternative Solutions

For some change-of-mind requests, returning an item internationally may be costly.

Where appropriate, we may offer an alternative solution, such as an exchange, store credit or a partial refund that allows you to keep the item.

Any alternative is subject to mutual agreement. You are not required to accept store credit or a partial refund in place of a refund or other remedy to which you are legally entitled.

Please contact us before arranging a return if you'd like to discuss the available options.

9. Refund Processing

For approved change-of-mind returns, refunds are generally processed after the returned item has been received and assessed.

We aim to process eligible refunds within 5 business days of receiving and inspecting the returned item. Your bank or payment provider may require additional time for the funds to appear in your account.

Approved refunds will generally be issued to the original payment method.

For change-of-mind returns, the refund generally covers the eligible product price. Original shipping charges and return shipping costs are generally non-refundable, to the extent permitted by applicable law.

For faulty, damaged, incorrect or otherwise non-compliant items, refunds and other remedies will be handled in accordance with applicable consumer law. The process and timing may differ depending on the circumstances.

10. Contact Us

If you have a question about a return, refund, exchange or order issue, please contact us:

Sophie Melbourne
Email: contact@sophiemelbourne.com
Website: https://sophiemelbourne.com

Please include your order number so we can assist you as efficiently as possible.

We appreciate your patience and the opportunity to help resolve any concerns.

Your consumer rights

Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under applicable law.