Returns and Refund Policy

Last updated: 15 July 2026

At Lisa & Claire Sydney, we want you to feel comfortable shopping with us.

This Returns and Refund Policy explains how returns, refunds and our 30 day money back guarantee work.

This policy applies to purchases made through lisaclairesydney.com.

30 day money back guarantee

We offer a 30 day money back guarantee.

If you are not happy with your order, or if something is not quite right, please contact us within 30 days of receiving your order.

To start a return request, email us at:

info@lisaclairesydney.com

Please include:

Your full name
Your order number
The email address used for the order
The reason for the return
Clear photos if the item is damaged, faulty or incorrect
Any details that help us understand how we can assist you

Our team will review your request and reply with the next steps.

Sale and Final Sale Items

Products discounted by less than 40% remain eligible for our 30 day money back guarantee, subject to the conditions of this Returns and Refund Policy.

Products discounted by 40% or more are considered Final Sale. These items cannot be returned or exchanged and are not eligible for our 30 day money back guarantee due to a change of mind, incorrect size selection, incorrect colour selection, dissatisfaction with the item, or any other reason.

Final Sale

Products discounted by 40% or more are classified as Final Sale.

Final Sale items are not eligible for voluntary returns, exchanges or our 30-day money-back guarantee for reasons including:

change of mind;
selecting the incorrect size;
selecting the incorrect colour or variation;
personal fit or comfort preferences;
dissatisfaction with the style, appearance, fabric, texture, feel or personal suitability of the item;
deciding that the item does not meet personal expectations;
no longer wanting or needing the item; or
any other personal preference or change-of-mind reason.

Customers are responsible for reviewing the product information, size guide, available colours, variations and other product details before completing their purchase.

Size Selection and Personal Fit

Customers are responsible for reviewing the available size information and selecting the size they believe is most suitable before completing their purchase.

Individual body shape, foot shape, foot width, arch, fit preference and comfort requirements can vary from person to person.

A product not fitting a customer's individual measurements, body shape, foot shape or personal fit preference does not, by itself, mean that the wrong product was supplied or that the product is faulty or defective.

Personal Preferences and Expectations

Product suitability, fit, comfort, texture, weight, softness, firmness and appearance may be experienced differently by different customers.

A customer's personal expectation or subjective opinion regarding these characteristics does not, by itself, mean that a product is faulty, damaged or incorrect.

Customers are responsible for reviewing all available product information before completing their purchase.

Return approval

Please do not send any items back before contacting us.

All returns must first be approved by Lisa & Claire Sydney by email.

If your return is approved, we will provide the return instructions and the correct return address.

In many cases, returns must be sent directly to our supplier, which may be located in China.

Ordering the same item in multiple sizes, including with the intention of returning part of the order, is not permitted.

Return shipping costs

For change of mind returns, size changes or items that are not wanted anymore, the customer is responsible for the return shipping costs.

If the approved return address is with our supplier in China, the customer is responsible for arranging and paying for the return shipping to that address.

We recommend using a tracked shipping service. Lisa & Claire Sydney cannot confirm or complete a return until the returned parcel has been received by the supplier or return location.

Tracking required for returns

For an approved return, the customer must provide valid return tracking details.

A refund can only be processed after the returned item has been received and confirmed by the supplier or return location.

If a returned parcel is lost in transit and cannot be confirmed as delivered, we may not be able to approve the refund.

Condition of returned items

To be eligible for a return, the item should be:

Unworn
Unwashed
Unused
In its original condition
With tags and packaging where possible

Items that show signs of wear, washing, use, damage, perfume, stains, makeup marks or alterations may not be accepted.

Items that may not be eligible for return

Some items may not be eligible for change of mind returns, including:

Gift cards
Final sale items, where clearly stated
Personal or hygiene related items
Items that have been worn, washed or used
Items returned without approval

This does not limit your rights under the Australian Consumer Law.

Faulty, damaged or incorrect items

Reporting an item as faulty, damaged or incorrect does not automatically mean that the claim has been accepted or that a refund will be issued.

All claims must first be reviewed by Lisa & Claire Sydney based on the information and evidence provided.

The appropriate outcome will depend on the circumstances and the result of the assessment.

If your item arrives damaged, faulty or incorrect, please contact us as soon as possible at:

info@lisaclairesydney.com

Please include your order number, a description of the issue and clear photos of the item and packaging.

We will review the issue and work with you on a suitable solution.

Your rights under the Australian Consumer Law are not excluded or limited by this policy.

Information Required for a Product Claim

To allow us to assess a claim, customers may be required to provide clear photographs or video showing:

the full product;
the specific issue being reported;
the product label, size or identifying details;
the shipping label and packaging where relevant; and
any other information reasonably required to assess the issue.

A claim may not be able to be assessed until sufficient information has been provided.

Providing photographs, videos or other information does not in itself mean that the claim has been approved.

Keeping the Product and Packaging During a Claim

Customers who believe that an incorrect, damaged or faulty item has been received should keep the item, its labels and the relevant shipping packaging until the claim has been reviewed.

Customers should not dispose of, alter, repair or continue using the item in a way that may prevent the reported issue from being properly assessed.

Incorrect Item Claims

If a customer believes that an incorrect item, size, colour or variation has been received, Lisa & Claire Sydney may request photographs of the item received, the product label, size information, packaging and shipping label before the claim can be assessed.

The claim will be assessed against the order details recorded at checkout.

If the item received matches the product, size, colour or variation selected by the customer when placing the order, this will not be treated as an incorrect-item fulfilment error.

Unauthorised Returns

Items must not be returned without prior written approval and return instructions from Lisa & Claire Sydney.

Sending an item back without prior approval does not automatically create an entitlement to a refund.

Unauthorised returns may not be accepted, identified or processed correctly.

Any shipping, handling, recovery or additional costs resulting from an unauthorised return may be the responsibility of the customer.

Using the Correct Return Address

Customers must only return an item to the return address provided by Lisa & Claire Sydney after the return has been approved.

Items sent to another address, including an address shown on the original shipping label or packaging, may not reach the correct return facility and may not be processed as a return.

Lisa & Claire Sydney is not responsible for a return sent to an address other than the approved return address provided to the customer.

A refund will not be issued solely on the basis that the customer has dispatched an item to an incorrect or unauthorised return address.

Responsibility for Return Shipping

Customers are responsible for ensuring that an approved return is securely packaged and sent to the exact return address provided by Lisa & Claire Sydney using a trackable shipping method.

Until the returned item has been received at the approved return location, the return remains the customer's responsibility.

If a return is lost in transit or cannot be confirmed as received at the approved return location, Lisa & Claire Sydney may be unable to process a refund.

Customers should retain their return tracking information and proof of postage until the return has been fully processed.

Condition of Returned Items

For voluntary returns, eligible items must be returned in their original condition and must not show signs of wear, washing, use, alterations, damage, perfume, make-up, deodorant, stains or other signs of use.

All original tags should remain attached where supplied.

Lisa & Claire Sydney may refuse a voluntary return where the condition of the returned item means that it can no longer reasonably be accepted as an unused return.

Ordering Multiple Sizes, Colours or Variations

Customers should not deliberately order multiple sizes, colours or variations of the same item with the intention of keeping one and returning the others.

Orders placed in this manner may not qualify for voluntary return privileges.

What Is Not Considered a Fault or Defect

A product will not be considered faulty or defective solely because it does not meet a customer's personal preferences, expectations or individual fit requirements.

The following circumstances are not, by themselves, considered a product fault or defect:

selecting the incorrect size, colour or variation;
a garment or shoe not fitting the customer's individual body shape, foot shape, foot width, arch or personal fit preference;
finding an item less comfortable, supportive, soft, firm, lightweight, heavy, thick or thin than personally expected;
deciding that the colour, style, fit, appearance, fabric, texture or feel of the product is not personally preferred;
no longer wanting or needing the item;
changing one's mind after ordering;
reasonable differences in colour caused by lighting, photography, device displays or screen settings;
reasonable measurement or sizing variations;
minor variations in texture, finish, stitching, placement or appearance that may occur as part of normal manufacturing;
normal wear and tear;
damage caused by wear, misuse, improper handling or accidental damage after delivery;
damage resulting from improper washing, drying, cleaning, storage or care;
damage caused by water, chemicals, excessive heat or other external factors after delivery;
damage or changes resulting from alterations, repairs or modifications made by the customer or a third party;
continued use of an item after a problem or damage has become apparent;
damage to outer shipping packaging where the product itself is not damaged.

Dissatisfaction with one or more of the circumstances above does not, by itself, mean that the product is faulty, damaged or defective.

Australian Consumer Law

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

If a product does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy under Australian law.

Refund processing

Once your return is received and approved, we will notify you by email.

If your refund is approved, it will be processed back to your original payment method.

Please allow time for your bank, card provider or payment provider to process the refund.

Return shipping costs

Customer is responsible for the cost of returning the item to the designated return address.

Any customs duties, import fees or clearance fees incurred in connection with a return are the responsibility of the customer.

The return remains the responsibility of the sender until it has been received at the designated return warehouse.

Exchanges

We may offer an exchange or another solution depending on the situation and product availability.

Please contact us at:

info@lisaclairesydney.com

We will review your request and let you know what options are available.

Order Cancellations

Orders begin processing shortly after they are placed.

For this reason, cancellation cannot be guaranteed once an order has been submitted.

Customers may contact us as soon as possible to request a cancellation. If the order has not yet entered processing, fulfilment or dispatch, we may attempt to cancel it.

Submitting a cancellation request does not mean that the cancellation has been approved.

Once an order has entered processing, fulfilment or dispatch, it can no longer be cancelled through the cancellation process and the applicable return conditions will apply instead.

Pre-Order Cancellations

By purchasing an item clearly identified as a pre-order product, the customer acknowledges that the item has a longer estimated processing or dispatch timeframe.

A customer later deciding that they no longer wish to wait for the pre-order item does not automatically create an entitlement to a cancellation or refund.

Any cancellation request remains subject to the applicable order cancellation and return conditions.

Product Appearance & Variations

We make every reasonable effort to ensure that our product images, colours, descriptions and details are displayed as accurately as possible.

However, please note that slight variations may occur between the product shown on our website and the product you receive. Colours may appear slightly different depending on screen settings, device displays, lighting conditions and photography.

Minor variations in colour, texture, finish, pattern placement, stitching, shape, measurements or other small product details may also occur between individual items or production batches. These minor variations are considered normal and do not necessarily indicate that an item is defective.

Where applicable, handmade or individually produced items may also have small variations that make each item unique.

Contact us

For return, refund or order questions, contact us at:

info@lisaclairesydney.com