Refund policy

Change of mind

If you change your mind, you can return most items within 60 days of receiving them, or within 14 days for clearance styles. Items must be unworn, unused and in their original condition with tags attached and packaging intact, and you'll need your proof of purchase.

To start a return, email us at shop@sandravidendesign.com and tell us what you'd like to return and whether you'd prefer a refund or an exchange. If your return is accepted we'll send you a return shipping label with instructions on where to send your parcel. Please don't send anything back before contacting us, as returns sent without approval can't be accepted.

Return postage is covered for orders within Australia and New Zealand. For all other countries you'll need to arrange and pay for your own return postage, and we recommend using a tracked service.

Faulty or incorrect items

The time frames above apply to change-of-mind returns only. If an item is faulty, damaged, not as described, or doesn't do what it's supposed to, you have rights under the Australian Consumer Law that aren't limited to any set period. Contact us and we'll make it right. Nothing in this policy excludes or replaces those rights.

Damages and issues
Please inspect your order upon reception and please let us know 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), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards for change of mind.

Exchanges
If you'd like to exchange an item, email us at shop@sandravidendesign.com to start a return and let us know what you'd like instead. Once your return is accepted we'll send you a return shipping label along with instructions.

Your original items are returned and refunded first, then a new order for the exchanged item is processed at the current online price. If you're exchanging for a different size in the same style and colour, you'll be charged the original purchase price.

Please allow up to 10 business days for your exchange to be processed if the item is in stock. We'll email you once your new item has been dispatched.

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.