We want every Ecloria piece to arrive as expected. This guide summarises the return process; the complete Return & Refund Policy applies.
14-day change-of-mind returns
Request a return within 14 days after the carrier records delivery by emailing returns@ecloria.com.au. Include the order number, item name and reason. If approved, dispatch the item within 14 days after return authorisation.
How to request a return
- Email returns@ecloria.com.au within the applicable return period with your order number, item name and reason. For a faulty, damaged or incorrect item, attach clear photographs.
- Wait for return authorisation and packing and address instructions before sending anything.
- Pack the item securely in its original packaging with tags and all detachable components, then dispatch it within 14 days after authorisation.
- Use a tracked service and keep proof of lodgement until the return is completed.
Return condition
Eligible items must be unworn, unused, unwashed and unaltered, with original tags and packaging. They must be free from perfume, cosmetics, pet hair, marks, damage and other signs of wear. Proof of purchase is required.
Return postage
The customer pays return postage for a change-of-mind return. Use a tracked service and keep proof of lodgement. Original outbound shipping is generally non-refundable for change-of-mind returns. For an international return, complete carrier and customs documentation accurately as returned merchandise; Ecloria does not generally reimburse change-of-mind return postage, duties or carrier charges. Where local consumer regulations provide otherwise, we will of course honour those requirements.
Inspection & refunds
We will email you after the return is received and inspected. If approved, the refund will be issued to the original payment method. Your bank or payment provider may require additional time to display it.
Exchanges
We do not reserve stock for direct exchanges. Where an item is eligible for return, the fastest way to receive another size or style is to return the original item and place a new order.
Faulty, damaged or incorrect items
Contact us promptly with the order number and clear photographs. We will assess the issue carefully and provide an appropriate remedy, including reasonable return costs where applicable under local consumer protections. Nothing in our policy limits rights under the Australian Consumer Law.
Exclusions
Standard products, including clothing, accessories and standard-size made-to-order items, are eligible for change-of-mind returns when the conditions above are met. Custom-sized items, items altered at the customer's request, and clearly personalised items are not eligible for change-of-mind returns. This does not affect any rights available under applicable local consumer regulations. Sale items remain eligible when the return conditions are met.