Return & Refund Policy

At Sarah & Michael Melbourne, we do everything we can to ensure our customers are satisfied with their purchase. If for any reason you wish to return an item, please find our return policy clearly outlined below. We are always happy to think along with you — if in doubt, please contact us first at info@sarahmichealmelbourne.com before taking any further steps.

1. How We Work

Sarah & Michael Melbourne operates on a direct-from-supplier model. To minimise waste and reduce our carbon footprint, we do not hold large volumes of stock ourselves. Items that are not held locally are shipped directly from our supplier based in China. As a result, any approved returns will need to be sent to our supplier's return address in China.

2. Return Window & Registration

Returns must be registered within 30 days of receiving your order, by emailing us at info@sarahmichealmelbourne.com
A return can only be registered once you have physically received the item
Please always include your order number and a valid reason for the return in your message
Once your return request has been approved, we will provide you with the supplier's return address

3. Conditions

A valid reason for the return is always required
Items must be unused, unwashed, undamaged and in their original condition, with all tags and labels still attached
Trying on an item is permitted — wearing it is not
Sale items cannot be returned without a valid reason
Intentionally ordering multiple sizes with the intention of returning part of the order is not permitted
Certain items are excluded from returns for hygiene reasons, including underwear, swimwear and jewellery, unless unopened and unused

4. Return Costs & Process

All return shipping costs are the full responsibility of the customer, including international postage and any applicable customs or import fees
The item must be returned to our supplier's return address in China
The customer is fully responsible for arranging the shipment, covering the costs and tracking the return
We strongly recommend using a tracked shipping method — without proof of postage, we are unable to process your return

5. Customer-Friendly Alternative

We understand that returning items internationally can be costly and time-consuming. Before sending anything back, we encourage you to contact us first at info@sarahmichealmelbourne.com so we can explore a suitable solution together — such as a partial refund or store credit — agreed upon by mutual consent via email.

6. Defective, Incorrect or Damaged Items

If something is wrong with your order — whether it concerns the size, fit or quality — please email us within 30 days of receiving your item, including clear photos and a description of the issue. Without photos and a description, we are unable to process your complaint and no right to return or refund can be established. Once we have received this information, we will work with you as quickly as possible to find an appropriate solution.

7. Refunds

A refund can only be issued once the returned item has been received and approved at our supplier's return address in China. Upon approval, the full purchase amount will be refunded within 14 days via the original payment method. Please note that original shipping costs are non-refundable.

8. Cancellations

Orders cannot be cancelled once they have been placed and are being processed. No refund or chargeback request may be opened before the item has actually been delivered and received. If you have a question or concern about your order, please contact us first at info@sarahmichealmelbourne.com rather than initiating a chargeback or refund directly with your payment provider.

9. Liability

We are not responsible for lost packages where tracking confirms successful delivery to the address provided by the customer
An incorrectly entered delivery address is the sole responsibility of the customer
Any address errors must be reported within 24 hours of placing your order via info@sarahmichealmelbourne.com

Sarah & Michael Melbourne
📧 info@sarahmichealmelbourne.com