Returns & Refund Policy
At Matt & Lauren Canberra, we want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.
Return Eligibility
To be eligible for a return:
- Items must be returned within 30 days of receiving your order.
- Products must be unused, unworn, unwashed, and in their original condition.
- All original tags and packaging must be included.
- Proof of purchase or your order number is required.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned unless they arrive damaged or defective:
- Earrings and certain jewelry
- Gift cards
- Final sale or clearance items
- Personalized or custom-made products
Refunds
Once we receive and inspect your returned item, we'll notify you of the status of your refund.
If approved, your refund will be processed to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
Exchanges
If you received a damaged, defective, or incorrect item, we'll gladly arrange a replacement or exchange where available.
Return Shipping
Customers are responsible for return shipping costs unless the item received is damaged, defective, or incorrect.
We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without tracking.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.
To help us resolve your request quickly, include:
- Your order number
- A description of the issue
- Clear photos of the item and packaging
Order Cancellations
If you need to cancel or change your order, please contact us as soon as possible.
Orders that have already been processed or shipped may not be eligible for cancellation.
Contact Us
If you have any questions about returns or refunds, please contact our customer support team.
Email: Roefs320@gmail.com
We aim to respond to all inquiries within 1–2 business days.