Returns Policy:

• We offer full refunds and exchanges on all full priced items.
• Items must be in their original condition: unused, unworn, unaltered, unwashed, with all tags attached, and accompanied by all of its original accessories.
• Items must be returned in the original packaging, including the attached tags and fabric bag.
• Return parcels must be shipped using a traceable service at your expense. Please provide us with the tracking number.
• Any parcel returned after the 14-day period will be refused and returned to the sender. We do not accept cash on delivery returns.
• Any item returned with a strong odour of perfume or any other scent will be sent back to the customer and will not be refunded.
• Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
• All return requests must be lodged via our Returns Portal. Return requests sent via email or social media channels will not be accepted.

Returns Process:

• Please initiate your return via our Returns Portal and follow the prompts.
• If your return has been approved by our Returns Portal, you will be sent instructions to return your item(s).
• You are responsible for shipping your return with a carrier of your own choice. Please ensure you obtain a tracking number for your return parcel, as we cannot be held responsible for any returns that are lost or missing during transit.
• Once we receive your return at our HQ, we will inspect your item(s) against our return conditions before processing your exchange or refund.
• Please allow up to 7 working days for us to process your return.

Refunds:

• Once we have received and inspected your returned item(s) and confirmed they meet our return conditions, we will process your refund.
• Refunds will be issued to the original payment method used for the purchase.
• Please note that return shipping costs are the responsibility of the customer and will not be included in the refund.
• Please allow up to 7 working days for the refund to be reflected in your account.

Exchanges:

• When processing your return request via the Returns Portal, you will be prompted to indicate the style, size, and color of the item you would like to receive in exchange.
• Once we receive your returned item(s) and confirm they meet our return conditions, we will process your exchange.
• During the time it takes to return your item for an exchange, please note that occasionally products may sell out. In such cases, you will be given the option to receive a full refund or be allocated an item from our incoming stock.
• If the item you requested in exchange is available, it will be shipped to you promptly. Please allow up to 7 working days for processing.
• If the item is not available, we will notify you with the expected restock date or offer a refund.

If your parcel has been marked as delivered and proof of delivery has been provided by the courier, but you are unable to locate the parcel, please note that we cannot be held responsible and will not issue a replacement.

Request A Return

If you have any questions regarding returns, please email our friendly customer support team at info@scarletandsam.com