RETURN & REFUND POLICY
Last updated: 4 September 2026
OUR RETURN POLICY
We offer a voluntary 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a voluntary change-of-mind return, the item must be in the same condition in which you received it: unworn, unused and unwashed, with tags attached and in its original packaging where reasonably possible. You will also need a receipt or other proof of purchase.
These voluntary conditions do not restrict or replace your rights under the Australian Consumer Law where goods are faulty, unsafe, damaged, incorrect, not as described or otherwise fail to meet a consumer guarantee.
HOW TO START A RETURN
To start a return, contact us at support@graceolivia-melbourne.com. Include your order number, the item you wish to return and the reason for your request. For a faulty, damaged or incorrect item, include clear photographs or video where reasonably possible.
If your return is accepted, we will send instructions explaining how and where to send the package. All approved returns must be sent to our international return warehouse:
Win-Winfulfillment – Melody (CHN SNG092711)
No. 439 Huancheng North Road
Jiangbei District
Ningbo, Zhejiang 315000
China (CHN)
Do not return goods to the registered Wyoming company address. Items sent without first requesting a return, or sent to an unauthorised address, may not be identifiable and may be delayed or lost.
RETURN SHIPPING COSTS
Change of mind, size or colour: the customer is responsible for the full direct cost of returning the item from Australia to our international return warehouse in China. These international return shipping costs are non-refundable. We recommend requesting a current tracked and insured international postage quote before sending the parcel.
Faulty, damaged, incorrect or otherwise non-compliant goods: Grace & Olivia Melbourne will pay or reimburse reasonable return shipping costs where required by the Australian Consumer Law. Contact us before sending the item so that we can assess the claim and approve a shipping method, provide a prepaid label where available, arrange collection where appropriate, or confirm how reasonable costs will be reimbursed.
For a voluntary return, the customer remains responsible for the parcel until it is received by our warehouse. Keep your proof of postage and tracking information. This allocation of risk does not apply where we arrange or control the return of goods covered by a valid statutory remedy.
DAMAGES AND ISSUES
Inspect your order when it arrives and contact us promptly if the item is defective, damaged, unsafe, incorrect or not as described. We will assess the issue and provide the remedy required by applicable law.
Depending on whether the failure is major or minor, the remedy may include a repair, replacement, refund or compensation. Where there is a major failure, the customer may generally choose between rejecting the goods for a refund or replacement. For a non-major failure, we may choose to repair the goods within a reasonable time or provide another remedy permitted by law.
EXCEPTIONS – NON-RETURNABLE ITEMS
Subject always to the Australian Consumer Law, we do not accept voluntary change-of-mind returns for:
- Gift cards.
- Personalised, custom-made or made-to-order items.
- Sealed hygiene products after the seal has been removed.
- Items that have been worn, washed, misused or damaged by the customer after delivery.
Sale items remain covered by all applicable consumer guarantees. A sale label does not remove rights relating to faulty, unsafe, damaged, incorrect or misdescribed goods.
EXCHANGES
We do not guarantee direct exchanges. For a voluntary size or colour change, the fastest option is normally to return the original item after approval and place a new order separately.
This does not affect any right to a replacement or another remedy for goods that fail to meet a consumer guarantee.
AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to the remedies required by law where goods fail to meet those guarantees, and may also be entitled to compensation for reasonably foreseeable loss or damage.
These rights cannot be excluded, restricted or modified by this policy. They are not limited to 30 days and do not depend on retaining the original packaging. We may request reasonable proof that the item was purchased from us and may assess the goods before providing a remedy.
If you believe your item has a major failure, contact support@graceolivia-melbourne.com. We aim to acknowledge and begin assessing the claim within 2 business days.
REFUNDS
Once we have received and inspected an eligible voluntary return, we will notify you whether the refund has been approved. If approved, the refund will normally be issued automatically to the original payment method within 5 business days. We do not charge a restocking fee.
Your bank, card provider or payment processor may require additional time to post the refund. If more than 10 business days have passed since we confirmed that your refund was issued, contact support@graceolivia-melbourne.com.
If the Australian Consumer Law requires a different remedy, amount or timeframe, we will comply with that law.
CONTACT INFORMATION
Store name: Grace & Olivia Melbourne
Company name: CAVALEIRUS LLC
Company address: 5830 E 2nd St, Ste 7000 #30744, Casper, Wyoming 82609, United States
Company number: Wyoming Entity ID 2025-001824140
Return warehouse address: Win-Winfulfillment – Melody (CHN SNG092711), No. 439 Huancheng North Road, Jiangbei District, Ningbo, Zhejiang 315000, China (CHN)
Email: support@graceolivia-melbourne.com
Grace & Olivia Melbourne is a trade name of CAVALEIRUS LLC.
CUSTOMER SERVICE
Email enquiries can be submitted at any time. We aim to respond within 24 hours on business days.
For questions, visit our Contact page:
https://graceolivia-melbourne.com/pages/contact