Refund policy
We want you to be happy with what you ordered. If something is not right, this policy explains exactly how to send it back and what happens next.
Your rights under Australian 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure. Everything below sits on top of those rights. Nothing in this policy takes them away.
How long you have
You have 90 days from the day your order is delivered to request a return.
Condition of the item
Items must be unused, unworn and undamaged, in the same condition you received them, with all original packaging, tags and labels still attached. Trying something on to check the fit is fine. Items that have been washed, worn, stained, altered or damaged cannot be accepted.
The following cannot be returned:
- Items where a hygiene seal has been broken
- Custom or personalised items
- Items damaged through misuse
How to start a return
Email info@barbaraleclair.com before sending anything back. Include:
- Your order number
- Which items you want to return
- The reason for the return
- Photos, if the item is damaged or incorrect
- Your name and shipping address
We reply within 24 business hours with the return address. Returns must be approved first. Parcels sent to any other address cannot be processed, and we cannot refund items we do not receive at the approved address.
Who pays for return shipping
If you have changed your mind, you pay the return postage and any customs charges that arise on the return.
If the item is faulty, damaged or not what you ordered, we pay the return postage.
Restocking fee
A 15% restocking fee applies to approved returns. It also applies to parcels that are refused on delivery or left unclaimed and returned to us.
The fee is waived when the item was faulty, damaged or incorrect, and it is waived on exchanges.
When you get your refund
Once your return arrives at our warehouse we inspect it and process your refund within 10 business days. Refunds go back to the payment method you used to pay. We cannot refund to a different card or account. Your bank may take a few extra days to show the money.
You are refunded what you actually paid for the item. Optional insured shipping is not refundable.
Exchanges
We offer exchanges. Return the original item following the steps above and place a new order for what you want instead. Send us the new order number and we will waive the restocking fee on the return.
Cancelling an order
You can cancel within 30 minutes of placing your order. After that our warehouse has usually started picking it and we can no longer stop it. Email us as soon as possible and we will do what we can.
Damaged, faulty or wrong on arrival
Email us within 90 days with photos of the item and the packaging. You choose either a full refund or a free replacement, and we pay the return postage. No restocking fee applies.
Questions
Email info@barbaraleclair.com or use our contact page. We are here Monday to Friday, 9:00 AM to 5:00 PM (AEST), and we aim to respond within 24 hours.