Refund policy

RETURNS POLICY

This applies to all purchases made on our Websites. Please note that this policy is incorporated by reference into our Terms of Service (Terms). Any capitalised terms not defined here can be found in the Terms. By accessing or using our Services, including this Returns Policy, you agree to comply with all applicable Terms.

RETURNS

If you've had a change of mind, or the item you've received isn't the right style or fit, we're here to help. You have three options:

Instant exchange: swap for a different size, length or colourway. We ship the new item immediately, before your original comes back to us.
Refund: a full refund to your original payment method.
Store credit: issued as an online gift card.

Instant exchange conditions

Instant exchange is available on all orders, including international.

When you lodge an instant exchange, we place a USD $1 authorisation hold on your card and dispatch it straight away. You must send your original item back within 14 days of lodging the exchange. If we haven't received it within that time, the hold is charged and you keep both items.

Return postage on an exchange follows the same terms as any other return: included at no cost if you selected Checkout+, otherwise the return label fee set out above applies. Customers outside our labelled return regions arrange and pay for return postage directly, with no label fee from us.

Exchange items are subject to availability. If the size or colourway you want is out of stock, you can choose a refund or store credit instead.

Excluded Goods

Please note that returns are not provided for the following types of merchandise, except as required by Australian Consumer Law:

  • Hats/Beanies
  • Items marked as clearance or ‘final sale’: these cannot be returned or exchanged unless they are faulty.

ONLINE RETURNS & SHIPPING LABELS

If you need to return your item, our Returns Portal will allow this within 30 days of your delivery date. All returns are subject to the conditions outlined in our Returns Policy.

If you selected Checkout+ at checkout, your return shipping label is included – no fee, nothing deducted.

If you didn't select Checkout+, we'll still provide a label for returns from Australia, New Zealand, the United States, Canada and the United Kingdom. A return label fee is deducted from your final refund:

Australia: AUD$16
New Zealand: NZD$22
United States: USD$27
Canada: CAD$37
UK: GBP£20

Returning from anywhere else? Return postage is at your cost and organised through your local post outlet – there's no label fee from us.

United States – please note: duties paid at checkout are non-refundable, but you may be able to reclaim them directly with U.S. Customs. Your refund will be the item cost, less the label fee if you've used our label.


Additional Return/Restock Fees

Sometimes – and only in three specific situations. We keep shipping and returns free or low-cost so you can get your fit right, and these rules exist so that stays possible for everyone.

A restocking fee applies when:

1. Bulk size ordering. Three or more of the same style are ordered together and two or more of them are returned.
For example: ordering our Zali Snow Pant in three sizes to try, then returning all three.

Ordering two sizes and returning one is exactly what we'd expect – no fee.

2. Repeat exchanges. A follow-up order is placed after a previous return, containing more than one item of the same style or size, and that order is also returned.
For example: returning a jacket that was too small, reordering the next two sizes to try, then returning those as well.

3. Refused customs charges. Your order reaches your local customs office, the duties or taxes owing are refused, and the parcel is returned to us as a result.
For example: your postal service contacts you to pay the outstanding duties before releasing your parcel, you decline, and it's automatically sent back.

We flag customs, duties and VAT payable on delivery on our cart and checkout pages, and in our Shipping Policy.

Restock fees apply per order returned as below:

Australia: AUD$25
New Zealand: NZD$30
United States: USD$40
Canada: CAD$45
UK: GBP£25
Rest of World: AUD$50

When it never applies - no restocking fee is charged on items that are faulty, incorrect, or not as described. Your rights under the Australian Consumer Law aren't affected by this policy.

If you're between sizes or unsure which cut suits your shape, talk to us first – live chat, email, social, or our contact form. We'll give you a straight recommendation, and there's no obligation attached to it.

If you think your return should be exempt because of an exceptional circumstance, get in touch before you lodge it.

Please note that these restocking fees are applied in addition to the shipping label fee (if there is one), but do not apply to returns due to faulty or incorrect items.

 

EU RIGHT OF WITHDRAWAL

If you are a consumer in the European Union, you have the right to withdraw from your contract with us within 14 days of the day you, or a third party nominated by you, receives your order. You don't need to give a reason.

How to tell us

Any clear statement of your decision to withdraw is enough. You can:

To meet the deadline, send your notice before the 14-day period expires. You then have a further 14 days from the date you notify us to send the goods back.

Returning the goods

You are responsible for the direct cost of returning the goods to us. A prepaid label is available through our withdrawal portal, and the cost of that label will be deducted from your refund. You are welcome to arrange return postage yourself instead.

You are only liable for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. Trying an item on is not a reduction in value.

Your refund

We will refund all payments received from you, including the standard delivery charge you paid on the original order. If you chose a delivery option more expensive than our cheapest standard delivery, we will refund the standard amount rather than the supplementary cost.

We will issue your refund within 14 days of being informed of your decision to withdraw. We may withhold payment until we have received the goods back, or until you have supplied evidence that you have sent them, whichever happens first.

Refunds are made using the same payment method you used for the original transaction, and you will not incur any fee as a result.

What isn't covered

Our restocking fees do not apply to EU withdrawals.

The right of withdrawal does not apply to certain goods, including sealed items unsealed after delivery for health or hygiene reasons, personalised or made-to-order items, and perishable goods, as set out in Article 16 of Directive 2011/83/EU.

 

FAULTY/DEFECTIVE PRODUCTS

If an item is faulty, wrongly described, incorrect, or otherwise in breach of Australian Consumer Law, we are committed to fulfilling our legal obligations. Here’s how we handle such situations:

Lodging the return:

  • If you believe an item is defective or faulty, please use our Returns Portal.
  • Select ‘Faulty’ as the reason from the drop-down options.
  • To facilitate the returns process, you may need to upload clear images of the damage, defect, or fault for our assessment.

Preliminary Assessment:

  • Upon receiving your claim, we’ll conduct an initial assessment.
  • We may request additional information to process your claim effectively.

Resolution Options:

If the product is confirmed to have a defect, you have the following options (your choice):

Replacement: We’ll provide a replacement for the faulty item.
Refund: You can opt for a refund
Online Store Credit: Alternatively, we offer online store credit.

If a return is necessary, we’ll arrange for the defective or faulty item to be returned to Nobody’s Princess at our expense. We’ll contact you to provide detailed instructions for the return process. In some cases, you may be instructed to dispose of the defective item, and we’ll guide you accordingly.

Please note that we may not be able to offer a replacement or exchange on some Products if there is no longer stock available.

REFUND OPTIONS

Store Credit

If you are to receive online store credit, the credits are given to you in the form of an online gift card. Please allow up to 48 hours for store credit to be delivered from the date on which we receive your items.

  • Store credits are valid for 12 months before expiry.
  • Store credits are non-refundable once applied to the account.

To use your store credits/gift card, you will have the option in the checkout on the payment step.

Refunds

If you are entitled to a refund, your refund will be returned in the same manner as the original payment method. For purchases made by credit or debit card, the cardholder and the same credit or debit card are required to process the refund as was originally used for the purchase.

Once your return is approved, we process your refund within 48 hours. How long it then takes to appear on your account depends on your bank or payment provider – we don't control that stage, and it can vary. If it hasn't shown up after a week, contact your provider first, then get in touch with us.

*Any duties paid at checkout, or on delivery into your country are not refunded by us. You must contact your local customs authority to get these duties refunded if you return an item to us. 

 

CONSUMER GUARANTEES

This Policy is not intended to replace or exclude any rights available to you under the Australian Consumer Law.

If you believe an item purchased from us is defective or faulty, you may have rights under Australian Consumer Law. Where there is a major failure with the item you may choose a refund, exchange, or repair and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the item repaired or replaced if the item fails to be of acceptable quality and this failure does not amount to a major failure. Where an item is damaged through misuse, we cannot provide a refund, exchange or repair.

Certain legislation including the Australian Consumer Law (ACL) in the Competition and Consumer Act 2010 (Cth), and similar consumer protection laws and regulations may conflict your with rights, warranties, guarantees, and remedies relating to the provision of goods or services to you by us which cannot be excluded, restricted or modified. Our liability is governed solely by the ACL, this policy and any terms and conditions specified on our Websites.

AMENDMENT

We reserve the right to amend this Returns Policy periodically without prior notice. By making any purchase from us after such amendments, you confirm your acceptance of those changes. We recommend checking our current Terms before making any new purchases. Please note that our agents, employees, and third parties do not have the authority to modify this Policy or our Terms and Conditions.


CONTACT US

If you have any enquiries regarding your return or our Returns Policy, feel free to contact us. For any further issues, our customer service team is available via email at hello@nobodysprincess.com.au.