2. Returns and Refund Policy
Last updated: Today
At Norelle Melbourne, we want you to feel confident when shopping with us.
This Returns and Refund Policy explains how returns, refunds, and our 30-day money-back guarantee work.
This policy applies to purchases made through NorelleMelbourne.com.
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee.
If you are not satisfied with your order, or if something is not quite right, please contact us within 30 days of receiving your order.
To start a return request, email us at:
Please include:
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Your full name
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Your order number
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The email address used to place your order
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The reason for your return
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Clear photos if the item is damaged, faulty, or incorrect
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Any additional details that may help us understand how we can assist you
Our customer support team will review your request and respond with the next steps.
Return Approval
Please do not return any items without contacting us first.
All returns must be approved by Norelle Melbourne via email before being sent back.
If your return is approved, we will provide you with the correct return instructions and return address.
In many cases, returned items must be shipped directly to one of our suppliers, which may be located in China.
Return Shipping Costs
For returns due to a change of mind, incorrect size selection, or products that are no longer wanted, the customer is responsible for the return shipping costs.
If the approved return address is our supplier in China, the customer is responsible for arranging and paying for the return shipment.
We strongly recommend using a tracked shipping service. Norelle Melbourne cannot process a return until the returned parcel has been received and confirmed by the supplier or designated return location.
Tracking Required for Returns
For every approved return, valid tracking information must be provided.
Refunds can only be processed after the returned item has been received and inspected by our supplier or return facility.
If a return shipment is lost in transit and cannot be confirmed as delivered, we may be unable to issue a refund.
Condition of Returned Items
To qualify for a return, items should be:
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Unworn
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Unwashed
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Unused
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In their original condition
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Returned with original tags and packaging where possible
Items showing signs of wear, washing, use, damage, perfume, stains, makeup marks, or alterations may not be accepted.
Items That May Not Be Eligible for Return
The following items may not qualify for change-of-mind returns:
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Gift cards
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Final sale or clearance items (where clearly indicated)
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Personal care or hygiene products
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Items that have been worn, washed, or used
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Items returned without prior approval
Nothing in this section limits your rights under the Australian Consumer Law.
Faulty, Damaged, or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible at:
Please include:
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Your order number
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A description of the issue
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Clear photographs of the product and its packaging
We will assess the situation and work with you to provide an appropriate solution.
Your rights under the Australian Consumer Law are not excluded or limited by this policy.
Australian Consumer Law
Nothing in this Returns and Refund Policy limits any rights you may have under the Australian Consumer Law.
If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund, or another remedy as provided by Australian law.
Refund Processing
Once your returned item has been received and approved, we will notify you by email.
If your refund is approved, it will be issued to your original payment method.
Please note that banks, card issuers, and payment providers may require additional time to process and display the refund.
Exchanges
Where possible and subject to product availability, we may offer an exchange or another suitable solution.
Please contact us at:
We will review your request and advise you of the available options.
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or dispatched, we will do our best to cancel it.
If your order has already been processed or shipped, cancellation may no longer be possible.
Contact Us
If you have any questions regarding returns, refunds, or your order, please contact us at: