Refund policy

14-day change-of-mind returns

You may request a return within 14 days after the carrier records delivery. To request a return, email returns@ecloria.com.au with your order number, the item name and the reason for return. If approved, the item must be dispatched within 14 days after we provide return authorisation.

Eligible items must be in the same condition in which they were received: unworn, unused, unwashed and unaltered, with original tags and packaging. Items must be free from perfume, cosmetics, pet hair, marks, damage and other signs of wear. Proof of purchase is required.

Once a return is approved, we will provide the correct return address and packing instructions. Please do not send an item before receiving return authorisation, as unauthorised returns may be delayed.

Return costs

You are responsible for return postage for a change-of-mind return. Please use a tracked service and retain proof of lodgement until the return is completed. Original shipping charges are generally non-refundable for change-of-mind returns. Where an item is faulty, damaged or incorrectly supplied, we will assess the issue carefully, provide an appropriate remedy and cover reasonable return costs where applicable under local consumer protections. If local consumer regulations provide otherwise in any circumstance, Ecloria will of course honour those requirements.

Faulty, damaged or incorrect items

Please inspect your order promptly. If an item is faulty, damaged or incorrect, contact returns@ecloria.com.au with your order number and clear photographs so we can assess the issue and make it right.

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, including rights under the Australian Consumer Law.

Exceptions and non-returnable items

Standard products, including clothing, accessories and standard-size made-to-order items, are eligible for change-of-mind returns when the conditions in this policy 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 consumer law.

Gift cards are not returnable. Sale items remain eligible for change-of-mind returns when the conditions in this policy are met. A sale designation does not affect your rights if goods are faulty, unsafe or materially different from their description.

Pre-orders and cancellations

Where a pre-order is offered in stages, the initial Reservation Deposit is refundable on request until the customer accepts the Final Production Notice and makes the Production Commitment Payment. The Final Production Notice will show the final production-version photographs or video, confirmed inclusions, price, estimated production window and the cancellation consequences.

After the Production Commitment Payment is made, a change-of-mind cancellation may be declined or a reasonable amount may be retained only to cover documented, unrecoverable costs already incurred for that order, to the extent permitted by law. This does not limit any mandatory consumer right.

If Ecloria cancels the production, cannot supply the item, or materially changes the design or agreed inclusions and the customer does not accept the change, all amounts paid for the affected item will be refunded. Material delays will be addressed in accordance with the disclosed estimate, applicable law and the options communicated to the customer.

European Union and EEA withdrawal rights

Eligible customers covered by mandatory European Union or EEA withdrawal rules may notify us that they are withdrawing from an online purchase within 14 days after delivery without giving a reason. The customer generally bears the direct cost of return, except where Ecloria agrees to cover it or local regulations provide otherwise. Statutory exceptions may apply to goods made to the customer's specifications or clearly personalised.

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.

Refunds

We will notify 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 the refund.

Contact

For product aftercare or questions before requesting a return, email aftercare@ecloria.com.au. To start a return request, email returns@ecloria.com.au.