REFUND POLICY

GRACE & OLIVIA MELBOURNE

REFUND & RETURNS POLICY

Last updated: May 2026

We want you to be completely satisfied with your purchase at graceolivia-melbourne.com. This policy explains how returns, exchanges and refunds work. It applies in addition to your rights under the Australian Consumer Law (ACL), which cannot be excluded.

RETURN CONDITIONS

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

The product must be in the same condition in which it was received, unused or unworn, with tags attached and in its original packaging.
The product must be returned within 14 days of receipt.
You must provide the receipt or proof of purchase.
The product must not be damaged or altered.

To start a return, contact us at support@graceolivia-melbourne.com. If your return is accepted, we will send you instructions on how and where to send your parcel. Items returned without first requesting a return will not be accepted.

NON-RETURNABLE ITEMS

Certain types of items cannot be returned, including:

Final-sale or promotional items marked as "non-returnable".
Gift cards.
Personalised or custom-made products.
Underwear, swimwear and personal-hygiene accessories, for hygiene reasons.
Products with broken or opened seals, where the nature of the product does not allow return.

DAMAGES AND ISSUES

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can assess the issue and put it right. If a product is defective or damaged in transit, the refund or replacement will be entirely free of charge for the customer. To request assistance with a damaged item, please provide:

Clear photos of the product and the damage.
Photos of the packaging (if damaged).
Your order number.
A detailed description of the issue.

EXCHANGES

The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item. If you would like to request an exchange for a different size or colour, contact us at support@graceolivia-melbourne.com with your order number and the item you want. Exchanges are subject to stock availability.

REFUND PROCEDURE

Once we have received and inspected your return, we will notify you whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that it may take some time for your bank or card issuer to process and post the refund. If more than 15 business days have passed since we approved your return and you have not yet received your refund, please contact us at support@graceolivia-melbourne.com.

RETURN COSTS

Return shipping costs are the customer's responsibility, except in the following cases:

Defective or damaged product.
Order error (wrong item shipped).
Product not matching the description.

In these cases, we will cover the return shipping costs by providing a free shipping label or reimbursing the expenses incurred. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

ORDER CANCELLATION

You may cancel your order within 24 hours of purchase, provided it has not yet been shipped. To request a cancellation, contact us promptly at support@graceolivia-melbourne.com with your order number. Once an order has been shipped it can no longer be cancelled, but you may follow the standard return procedure once you receive the product.

For any questions regarding refunds, returns or exchanges, contact us through the following channels:

Website: https://graceolivia-melbourne.com
Email: support@graceolivia-melbourne.com
Store: Grace & Olivia Melbourne
Operated by: Break Rules Limited

RETURN ADDRESS

Fulfillment Team: Win-Win
Recipient: Win-Win fulfillment – Melody
CHN SNG092711
Phone: 17758231352
Address Line 1: No. 439 Huancheng North Road
Address Line 2: Jiangbei District
City: Ningbo
State/Province: Zhejiang
Postal Code: 315000
Country: China (CHN)

Cancel my purchase

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Cancel my purchase (Right of Withdrawal)

You have 14 days to cancel your purchase, with no need to give a reason.