Return Policy

Last updated: 6 June 2026

At Oliver & Sophie Melbourne, we do everything possible to keep our customers satisfied. However, there may be occasions where you wish to return a product. Below, we clearly explain our return policy. We are always happy to assist — if you are unsure about anything, please contact us first via info@oliversophiemelbourne.com.

  1. How We Operate

Oliver & Sophie Melbourne operates using a direct-from-supplier model. To reduce waste and minimise our CO₂ emissions, we do not maintain large stock inventories. Items that are not in stock are shipped directly from our supplier (located in China). This means that returns must also be sent to our supplier's return address in China.

  1. Return Period and Registration

You may register a return within 14 days of receiving the item by contacting info@oliversophiemelbourne.com.

  • A return may only be registered after you have physically received the item.

  • When registering a return, you must always provide your order number and a valid reason for the return.

  • Once approved, we will provide you with our supplier's return address.

  1. Conditions

  • A valid reason for the return is always required.

  • Items must be unused, unwashed, undamaged, and in their original condition, with all labels and tags still attached.

  • Trying on items is permitted; wearing them is not.

  • Sale items cannot be returned without a valid reason.

  • Intentionally ordering multiple sizes with the purpose of returning part of the order is not permitted.

  • Certain items are excluded from returns for hygiene reasons (such as underwear, swimwear, and jewellery), unless they are unopened and unused.

  1. Return Costs and Process

  • Return shipping costs are entirely the responsibility of the customer, including international shipping costs and any applicable customs fees.

  • The item must be returned to our supplier's return address in China.

  • The customer is responsible for arranging the shipment, covering all costs, and tracking the return parcel.

  • We strongly recommend using a shipping method with tracking information; without proof of shipment, we cannot process a return.

  1. Customer-Friendly Alternative Solution

As international returns can be expensive and time-consuming, we are happy to work with you to find a suitable alternative solution (for example, a partial refund or discount), which can be agreed upon by email. Please always contact us first via info@oliversophiemelbourne.com before returning any item.

  1. Defective, Incorrect, or Damaged Items

If there is an issue with your order — for example regarding the size, fit, or quality — please send us an email within 14 days of receiving the item, including clear photographs and a description of the issue.

Without photographs and a description, we cannot process your complaint and there will be no entitlement to a return or refund. With this information, we will work to find a suitable solution as quickly as possible.

  1. Refunds

A refund can only be issued after the item has been received and approved at the return address in China.

Once approved, we will refund the purchase amount within 14 days using the original payment method. Original shipping costs are not refundable.

  1. Cancellations

Orders cannot be cancelled once they have been placed and entered into processing.

No refund or chargeback may be initiated before the item has actually arrived and been received.

If you have a question or issue regarding your order, please contact us first via info@oliversophiemelbourne.com instead of immediately initiating a chargeback or refund request.

  1. Liability

  • We are not responsible for lost parcels if the tracking information indicates that the item was delivered to the address provided by the customer.

  • Providing an incorrect address is the responsibility of the customer.

  • Any address errors must be reported within 24 hours of placing the order via info@oliversophiemelbourne.com.