Returns and Refund Policy

At Alenne Sydney, we want you to feel comfortable ordering online. This policy explains our 30-day return and
money-back guarantee, including how returns and refunds are handled.
This policy applies to purchases made through alennesydney.com.

30-day money-back guarantee
If something is not quite right, contact us within 30 days of receiving your order to request a return.
To start a return, email hello@alennesydney.com and include:
1. Your full name.
2. Your order number.
3. The email address used for the order.
4. The reason for the return.
5. Clear photos if the item is damaged, faulty or incorrect.
6. Any other information that may help us understand your request.
We will review your request and reply with the next steps.

Return approval
Please do not send an item back before contacting us. Returns must first be approved by Alenne Sydney by email.
If your return is approved, we will provide return instructions and the correct return address. Depending on the product and fulfilment location, the return address may be with an overseas supplier, including a supplier in China.

Return shipping costs
For change-of-mind returns, sizing changes or items that are no longer wanted, the customer is responsible for
arranging and paying the return shipping cost.
If the approved return address is overseas, the customer is responsible for sending the parcel to that address. We recommend using a tracked shipping service.
This does not limit any rights you may have under the Australian Consumer Law.

Tracking for returns
For an approved return, please keep valid return tracking details. A refund can generally be completed only after
the returned item has been received and confirmed by the return location.
If a return parcel is lost in transit and delivery cannot be confirmed, we may not be able to complete the refund.

Condition of returned items
To be eligible for a standard return, the item should be:
 Unworn.
 Unwashed.
 Unused.
 In its original condition.
 Returned with tags and original packaging where reasonably possible.
Items showing signs of wear, washing, use, damage, perfume, stains, makeup marks or alterations may not be accepted as a standard change-of-mind return.
Items that may not be eligible for change-of-mind returns
 Gift cards.
 Items clearly marked as final sale.
 Personal or hygiene-related items where a return would not be appropriate.
 Items that have been worn, washed or used.
 Items sent back without prior return approval.
Nothing in this section limits rights or remedies that cannot be excluded under the Australian Consumer Law.

Faulty, damaged or incorrect items
If your item arrives damaged, faulty or incorrect, contact us as soon as possible at hello@alennesydney.com. 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 an appropriate solution. Your rights under the Australian Consumer Law are not excluded or limited by this policy.

Australian Consumer Law
Nothing in this policy limits any rights you may have under the Australian Consumer Law. Where a product does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund or another remedy under applicable law.

Refund processing
Once an approved return has been received and checked, we will notify you by email. If a refund is approved, it will be issued to the original payment method.
Your bank, card issuer or payment provider may require additional time to display the refund in your account.

Exchanges
An exchange or alternative solution may be available depending on the situation and product availability. Contact hello@alennesydney.com and we will let you know which options are available.

Order cancellations
If you need to cancel an order, contact us as soon as possible at hello@alennesydney.com. If the order has not yet
been processed or dispatched, we will do our best to cancel it. Once processing or shipping has started, cancellation may no longer be possible.

Contact us
For return, refund or order questions, contact hello@alennesydney.com.