Refund policy

CHANGE OF MIND

  • No returns will be accepted for Change of Mind due to the hygiene nature of our products.

CONSUMER GUARANTEES

Returns for an exchange will be granted if the item is deemed faulty or defective, given the item is returned within 14 days of the customer receiving the item, as defined in Australian Consumer Law.

We are not required to provide a refund or replacement if you change your mind due wrong size (not reading description properly), not liking the colour, pattern, or changes in your circumstance...

Please be aware that due to the nature of natural fibres and digital printing, the printing can vary with each item.

Belle Esme is not responsible for any damage done to items after purchase, including damage or faults caused by washing machines or laundry products, such as but not limited to stains, bleaching or dye leaking, or damage caused by contact with chemicals. 

Please refer to our care guides to prolong the life of your pieces.

But you can choose a refund or exchange if an item has a major problem. This is when the item:

  • has a problem that would have stopped someone from buying the item if they had known about it
  • is unsafe
  • is significantly different from the sample or description
  • doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value.  Please keep your proof of purchase - e.g. your receipt.

RETURN BY POST

  1. The item must be in saleable condition.
  2. If there is no packing slip, please provide a printed copy of your order confirmation.
  3. contact us advising our team members that you are returning goods.
  4. If returning product via post, you are responsible for the cost and risk of returning goods, including the cost of return shipping. We recommend you purchase postage insurance for high value items.

PAYMENT METHOD

The refund will be processed once the goods is received. The refund will be processed with same payment method that you used to place your order. It will take at least 3-5 business days to for the fund to be returned back to your account.

DAMAGED IN TRANSIT
Unfortunately, sometimes items are damaged in transit.

If an item arrives and the packaging or the item itself is obviously damaged, please take good, clear photos or a video of the damage, refuse to accept the delivery and contact us immediately.

If you notice that an item is damaged after it has been delivered to you, please take good, clear photos or a video of the damage and contact us within 3 business days of receiving your delivery.

The solution we offer will depend upon the circumstances. We will work with you to find an outcome that you're happy with. We may do the following:

  • Suggest a way to resolve the problem (along with an offer of compensation to you)
  • Offer a refund, or a partial or full store credit voucher
  • Replace the product (subject to availability)
  • Arrange for the product to be returned to us or our supplier

We will pay the cost of the return if we require you to return the product to us.

No return should be done before we discuss and approved by Belle Esme.