Return Policy
Last updated: October 2025
At Andrew & Kate Sydney, we want you to love every purchase. If you’re not completely satisfied, our returns policy makes the process simple, fair, and in line with your rights under the Australian Consumer Law (ACL).
1. Eligibility for Returns
To be eligible for a return:
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You must contact us within 14 days of receiving your order via support@andrewkate.com.
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The item must be unused, unwashed, and in its original condition, with all tags attached.
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Items must be returned in their original packaging.
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For hygiene reasons, we cannot accept returns on intimate apparel, swimwear, or earrings.
Please note: Items that appear worn, damaged, or altered may not be accepted.
2. Change of Mind Returns
As a small Australian business, we currently do not offer refunds for change-of-mind purchases. However, we may offer an exchange or store credit at our discretion, provided the above return conditions are met.
3. Damaged, Faulty, or Incorrect Items
If your product arrives damaged, faulty, or not as described, please contact us immediately at support@andrewkate.com with your order number and photos of the issue.
In accordance with the Australian Consumer Law, you may be entitled to a repair, replacement, or refund depending on the nature of the fault.
4. Return Process
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Email support@andrewkate.com within 14 days of delivery to request a return.
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We will provide you with the appropriate return address (usually our fulfilment centre in China).
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Return shipping costs are the responsibility of the customer, unless the item is faulty or incorrect.
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We strongly recommend using a trackable shipping method.
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Once your return is received and inspected, we’ll notify you by email regarding approval and next steps.
5. Refunds
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Approved refunds will be issued to your original payment method within 10–14 business days after inspection.
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If your order was paid via Klarna, PayPal, or credit card, the timing of the refund may depend on your payment provider.
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Shipping fees are non-refundable unless your return relates to a faulty or incorrect item.
6. Responsibility and Liability
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If the tracking status shows your parcel has been delivered, Andrew & Kate Sydney is not liable for loss or theft.
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Please ensure all delivery details are entered correctly at checkout.
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Address errors must be reported within 24 hours of placing your order.
7. International Returns
Because we ship directly from our global fulfilment centres (including China), return parcels must be sent to the address we provide in your return approval email. Customers are responsible for all return shipping and customs fees.
8. Contact Us
For any questions about returns, please reach out to our friendly support team:
📧 support@andrewkate.com
We’re always here to help ensure you’re 100% satisfied with your shopping experience.