2. Returns and Refund Policy
Last updated: Today
At Mae & Elara Melbourne, we want you to feel comfortable and confident when shopping with us.
This Returns and Refund Policy explains how returns, refunds and our 30 day money back guarantee work.
This policy applies to purchases made through maeandelara.com.
30 day money back guarantee
We offer a 30 day money back guarantee.
If you are not happy with your order, or if something is not quite right, please contact us within 30 days of receiving your order.
To start a return request, please email us at:
Please include:
- Your full name
- Your order number
- The email address used to place the order
- The reason for your return
- Clear photos if the item is damaged, faulty or incorrect
- Any other information that may help us understand and resolve your request
Our team will review your request and provide you with the next steps.
Return approval
Please do not send any items back before contacting us.
All returns must first be approved by Mae & Elara Melbourne by email.
If your return is approved, we will provide you with the correct return instructions and return address.
In some cases, returns may need to be sent directly to one of our suppliers. Depending on the product, this return location may be overseas, including China.
Return shipping costs
For change of mind returns, incorrect size selections or items that are no longer wanted, the customer is responsible for the cost of return shipping.
If the approved return address is located overseas, including with one of our suppliers in China, the customer is responsible for arranging and paying for shipping to that return address.
We strongly recommend using a tracked shipping service.
Mae & Elara Melbourne cannot confirm or complete a return until the returned parcel has been received and confirmed by the supplier or designated return location.
This does not affect any rights you may have under the Australian Consumer Law.
Tracking required for returns
For all approved returns, customers must provide valid return tracking information.
A refund can only be processed once the returned item has been received and inspected at the approved return location.
If a returned parcel is lost in transit and delivery cannot be confirmed, we may not be able to process the refund.
Condition of returned items
To be eligible for a return, items should be:
- Unworn
- Unwashed
- Unused
- In their original condition
- Returned with original tags and packaging where possible
Items showing signs of wear, washing, use, damage, perfume, stains, makeup marks, alterations or other signs of use may not be accepted for a change of mind return.
Items that may not be eligible for return
Certain products may not be eligible for change of mind returns, including:
- Gift cards
- Final sale items, where clearly stated at the time of purchase
- Personal care or hygiene related products
- Items that have been worn, washed or used
- Items returned without prior approval
These exclusions do not limit or exclude any rights you may have under the Australian Consumer Law.
Faulty, damaged or incorrect items
If your item arrives damaged, faulty or incorrect, please contact us as soon as possible at:
Please include your order number, a description of the issue and clear photos showing the product and, where relevant, the packaging.
We will review the issue and work with you to provide an appropriate solution.
Your rights under the Australian Consumer Law are not excluded or limited by this policy.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.
If a product does not meet the consumer guarantees required under Australian law, you may be entitled to a repair, replacement, refund or another appropriate remedy.
Refund processing
Once your approved return has been received and inspected, we will notify you by email.
If your refund is approved, it will be processed back to your original payment method.
Please note that your bank, card provider or payment provider may require additional time to process and display the refund in your account.
Exchanges
Depending on the situation and product availability, we may be able to offer an exchange or another suitable solution.
Please contact us at:
We will review your request and let you know which options are available.
Order cancellations
If you would like to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or dispatched, we will do our best to cancel it.
Once an order has already been processed or shipped, cancellation may no longer be possible. In this case, you may need to follow our standard return process after receiving your order.
Contact us
For any questions about returns, refunds, exchanges or your order, please contact us at:
Our team will be happy to assist you.