Returns & Refund Policy

Last updated: 26 October 2026

We want you to feel comfortable shopping with Matilda Sydney. This policy explains how returns, refunds and our 30-day money-back guarantee work for purchases made through our website.

30-day money-back guarantee

If you're not happy with your order, contact us within 30 days of receiving it. To start a return, email info@matildasydney.co with:

• your full name
• your order number
• the email address used for the order
• the reason for your return
• clear photos if the item is damaged, faulty or incorrect

We'll review your request and reply with the next steps.

Please contact us before returning

Please don't send items back before contacting us: every return must first be approved by email. Once your return is approved, we'll send you the return instructions and the correct return address. Because many of our products are shipped directly from our suppliers, the return address may be our supplier's address, which can be overseas (for example in China).

Change-of-mind returns

For change-of-mind returns, including size changes and items you no longer want, you are responsible for the cost of returning the item, including when the approved return address is overseas. We recommend using a tracked shipping service and sending us the tracking number: we can only complete your return once the parcel has been received at the return address.

To be eligible for a change-of-mind return, items should be unworn, unwashed and unused, in their original condition, with tags and packaging where possible. Items that show signs of wear, washing, damage, perfume, stains, make-up marks or alterations may not be accepted.

The following can't be returned for change of mind: gift cards, items clearly marked as final sale, personal or hygiene-related items, and items returned without our approval.

Faulty, damaged or incorrect items

If your item arrives damaged, faulty or incorrect, please contact us as soon as possible with your order number, a description of the problem and clear photos of the item and packaging. If the problem is confirmed, we'll provide a repair, replacement or refund as required under the Australian Consumer Law, and we'll cover the reasonable cost of returning the item if a return is needed.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits these rights.

Refunds

Once your return has been received and checked, we'll let you know by email. Approved refunds are made to your original payment method. Please allow a few business days for your bank or payment provider to process the refund.

Exchanges

Need a different size or colour? Contact us and we'll let you know which options are available for your order.

Cancellations

To cancel an order, email us as soon as possible. If your order hasn't been processed or shipped yet, we'll do our best to cancel it and refund you in full. Once an order has been processed or shipped it can no longer be cancelled, but you can still return it under this policy.

Contact

For returns, refunds or order questions, email info@matildasydney.co.