Return & Refund Policy

At James & Catherine, we want you to love your purchase. We offer a 30-day return policy from the date you receive your order.

Please note that we do not offer free returns for change-of-mind returns. Return shipping costs will apply unless the item is faulty, damaged, incorrect, or otherwise covered by your rights under the Australian Consumer Law.

Can I Return My Order?

You may request a return within 30 days of receiving your order, provided that:

• All parts, tags and original packaging are intact and in their original condition.
• The item is unworn, unused and in a condition suitable for resale.
• The item has not been damaged through misuse, improper care or handling.
• Items with hygiene considerations must meet the hygiene requirements outlined below.
• Faulty, damaged or incorrect items should be reported to us as soon as reasonably possible after they are discovered.

For change-of-mind returns, customers are responsible for return shipping costs.

Once your return has been received, we aim to inspect and process it within 7 business days.

We reserve the right to decline a change-of-mind return if the item does not meet the conditions above.

Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law.

Our Intimates Policy

For hygiene reasons, we do not accept change-of-mind returns or exchanges for underwear or lingerie once the packaging or hygiene seal has been opened.

This exclusion does not apply where an item is faulty, damaged, incorrectly supplied or where you are otherwise entitled to a remedy under the Australian Consumer Law.

How to Return Your Order

To request a return, please email us at info@jamescatherinemelbourne.com and include:

• Your order number
• Your reason for the return or exchange
• A photo of the product if it is damaged, faulty or incorrect
• Your first and last name
• Your delivery address

Please do not send your return before contacting us.

Returns must first be registered with our customer service team so that we can provide you with the correct return instructions and return address.

Items sent to an incorrect address may experience significant delays or may not be able to be located.

Return Location

To keep our returns process as direct and efficient as possible, returns are handled through our international fulfilment facility in Asia, where our products are received, inspected and processed.

Sending returns directly to the appropriate facility helps us avoid unnecessary handling between multiple locations and allows our team to process returned items more efficiently.

Once your return request has been approved, our customer service team will provide you with the correct return address and detailed instructions.

Please do not return your order to the sender address shown on your parcel, as this may not be the correct returns facility.

For change-of-mind returns, customers are responsible for return shipping costs. We recommend using a tracked shipping service and keeping your shipping receipt until your return has been fully processed.

Return Shipping Costs

If you are returning an item because you changed your mind, ordered the wrong size or colour, or no longer want the item, you are responsible for the return shipping costs.

If an item is faulty, damaged, incorrect or does not meet a consumer guarantee under the Australian Consumer Law, we will provide an appropriate remedy in accordance with Australian law. Depending on the circumstances, this may include covering reasonable return shipping costs, providing a replacement, repair or refund.

Order Cancellations

Orders may be cancelled or modified within 24 hours of being placed, provided they have not already entered processing or fulfilment.

After this period, orders may be processed automatically and we may no longer be able to cancel or modify them.

If your order has already been shipped, it cannot be cancelled. Once it arrives, you may request a return in accordance with this policy.

30-Day Change-of-Mind Returns

In addition to your rights under the Australian Consumer Law, James & Catherine voluntarily offers a 30-day change-of-mind return period.

You may request a change-of-mind return within 30 days of receiving your order, provided the item meets the return conditions described in this policy.

Return shipping costs for change-of-mind returns are the responsibility of the customer.

Please note that change-of-mind returns are separate from your rights under the Australian Consumer Law. Your statutory rights for faulty or non-compliant goods are not limited to 30 days.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if an item is defective, damaged or incorrect.

Email info@jamescatherinemelbourne.com with your order number and clear photographs showing the issue.

We will review the issue and provide an appropriate solution.

Under the Australian Consumer Law, consumers may be entitled to a repair, replacement or refund when goods do not meet applicable consumer guarantees. For a major failure, consumers may be entitled to choose between a refund or replacement.

Refunds

For approved change-of-mind returns, refunds will be issued after the returned item has been received and inspected.

Items that are used, worn, damaged, incomplete or missing original packaging may not qualify for a change-of-mind refund.

Once your return has been approved, your refund will be processed to your original payment method. We aim to process approved refunds within 14 days.

Please allow additional time for your bank or payment provider to process and display the refund.

Original shipping costs, if any, and return shipping costs are generally not refundable for change-of-mind returns.

These conditions do not restrict any refund or other remedy you may be legally entitled to under the Australian Consumer Law.

Australian Consumer Law

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 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.

Contact Us

If you have any questions about a return, refund or exchange, please contact us:

Email: info@jamescatherinemelbourne.com
Store: James & Catherine