Refund policy
Please read carefully before placing your order as by shopping with Lily & Sapphire, you are agreeing to the following terms and conditions in accordance with the ACCC guidelines.
ONLINE ONLY: For our online store, we have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
You will be responsible for postage costs required to return the item/s.
To start a return, you can contact us at orders@lilyandsapphire.com.au. If your return is accepted, we’ll send you instructions on how to and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at orders@lilyandsapphire.com.au.
INSTORE:
We have purpose built our Park Beach Plaza and Coffs Central stores to allow our customers the opportunity to see our products and try our garments on in person before purchasing. With purchases made in either of our Lily & Sapphire store's we do not offer refunds on goods due to change of mind. This also applies to any phone orders. We would be more than happy for you to return your item for an exchange or credit note. Please note that this must be returned to us within 10 days from the date of purchase in order for us to process either your exchange or credit note.
The item/s must be in original condition, with all tags remaining in place. Item/s must not have been worn, washed or altered in any way.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), swimwear, custom products (such as special orders or personalised items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.