TERMS & CONDITIONS
Please read these terms carefully before using our site or placing an order.
LAST UPDATED —31 Aug 2026 13:32 PM AUSTRALIAN TIME
1.1 Norelle Melbourne (referred to as we, our or us) permits users (referred to as you or your) to:
access and use the Norelle Melbourne website (Website);
place an order for products, services or both (including clothing, accessories, jewellery, gift cards and all other products and services offered for sale through the Website) through our online store, via phone order or via Click & Collect (Order);
view and interact with any content, information, communications, advice, text or other material provided by Norelle Melbourne (Content); and
otherwise communicate with Norelle Melbourne, subject to the following terms and conditions (Terms).
1.2 We may from time to time review and update these Terms including to take account of new laws, regulations, practices, products or technology. By using the Website, you are agreeing to all of these Terms. We will give you notice of updated Terms by posting them on the Website or by email. Your use of the Website will be governed by the most recent Terms posted on the Website. Where you have placed an online order, the Terms that apply are the Terms published on the Website at the time you placed your order. You should check this page regularly for changes.
2.1 By placing an Order via the online store, phone order or Click & Collect you are making an offer and commitment to purchase products, services or both in accordance with these Terms. An Order is subject to acceptance or rejection by Norelle Melbourne in its discretion after receipt of the Order. Provided you have not accepted delivery, we may in our discretion permit an Order to be cancelled. The Order cannot be cancelled by you once you accept delivery.
2.2 Once you have placed an Order you will receive an email confirming the details of your Order and receipt of payment (Confirmation Email). Where your Order is not accepted, you will receive an email indicating this. If you do not receive a Confirmation Email, please contact our Concierge team to check the status of your Order.
2.3 We may at any time following receipt of your Order accept, decline, or limit your Order for any reason, whether or not your card has been charged. We will issue a refund if your card has been charged and your Order is cancelled by us.
2.4 We do not accept Orders with a delivery address outside Australia via the online store or phone.
2.5 Norelle Melbourne products may not be purchased for re-sale.
2.6 Where you place an order via Click & Collect, you will be required to present your Ready to Collect notification, collection code, and photo identification before collecting your order. Failure to do so may result in your order being cancelled in accordance with clause 2.3.
3.1 We may modify prices and product and service offerings at our discretion for any reason (including changes in market conditions, product discontinuation, changes in availability, manufacturer changes, advertising errors, and other circumstances).
3.2 All updates and modifications to the Website, including Content, store, and pricing/offerings, are subject to these Terms. Any information on availability is a guide only and subject to change without notice. We are not liable for unavailability of products you order.
4.1 Payment for an Order is made online through the store, over the phone, or via Click & Collect.
4.2 All prices are displayed in Australian Dollars.
4.3 Your Order will be delivered via one of our third-party couriers or made available for collection for Click & Collect. E-gift cards are delivered to the email address you nominate.
4.4 Norelle Melbourne uses Shopify Payments to provide payment services for online payment. For details on Shopify Payment security processes, visit shopify.com/legal/privacy.
4.5 We accept online payment via Shopify Payments using VISA, MasterCard, AMEX, PayPal, and Afterpay. We may add additional payment methods from time to time, made clear at checkout.
4.6 The card holder must be either the billing or shipping recipient.
4.7 If you pay by card, you authorise us to debit the amount payable for an accepted Order from your nominated card account.
4.8 If we are unable to successfully process your card, we may cancel your Order.
4.9 Purchases made with Afterpay are subject to Afterpay Terms and Conditions as displayed on their website. Where there is any inconsistency between our Website and Afterpay Terms, the latter shall prevail.
4.10 You must not pay, or attempt to pay, for Orders through any fraudulent or unlawful means.
4.11 We will provide a receipt at confirmation of the Order specifying total fees and charges.
4.12 All card payments are subject to a security and verification process by an external fraud prevention provider. We may require additional information to verify your identity before shipping your Order or emailing your e-gift card. Where we cannot verify your payment method, your Order will be cancelled.
4.13 The specific terms of supply for any products or services purchased will be notified to you before you finalise your Order. Confirmation of your Order indicates acceptance of those terms, which are incorporated into these Terms in respect of that Order.
6.1 When you create a Norelle Melbourne customer account, you will be asked to provide your name, email address and password. Additional information, including birthday and address, may also be added at your discretion. This information is managed in accordance with our Privacy Policy.
6.2 To be eligible for a customer account you must be: resident in Australia; and aged 16 years or over; or aged between 13-15, with consent to create an account plus these Terms and our Privacy Policy provided by your parent or guardian.
6.3 By creating a customer account you agree to be responsible for: maintaining the confidentiality of your login details and all activity under your account; restricting third party access to your account via your devices; ensuring the details in your account are accurate and up-to-date; and use of your account remaining at all times in accordance with these Terms.
6.4 Should you wish to opt out of communications associated with your account, please inform us by emailing concierge@norellemelbourne.com or calling [Customer Service Phone].
6.5 Should you wish to terminate your account, please inform us via the same channels. Upon your request, we will terminate the account on your behalf.
6.6 We cannot attribute a transaction to your account retroactively if the transaction was not made under your account, nor if made off the Website.
6.7 We reserve the right to terminate your access to your account at any time without prior notice for any reason.
7.1 Norelle Melbourne offers a mobile message service (the Messaging Service).
7.2 Your use of this Messaging Service constitutes agreement to this clause 7.
7.3 We may modify or cancel the Messaging Service or its features without notice, and may modify these terms at any time; continued use following changes constitutes acceptance.
7.4 By consenting to our SMS/text messaging service, you agree to receive recurring SMS/text messages from us to the mobile number you provided.
7.5 Messages may be sent using automatic dialing technology and may include service-related updates (order updates, account alerts) or promotional messages (cart reminders, wishlist reminders).
7.6 You do not have to sign up for the Messaging Service to make purchases; your consent is not a condition of any purchase. Participation is completely voluntary.
7.7 We do not charge for the Messaging Service, but you are responsible for any charges from your wireless provider. Message and data rates may apply.
7.8 You may opt out at any time by clicking the unsubscribe link (where available) in any text message. You will receive a one-time opt-out confirmation.
7.9 Wireless carriers are not liable for delayed or undelivered messages. You agree to provide a valid mobile number and to re-register if it changes.
7.10 We will not be liable for failed, delayed or misdirected delivery of any information sent through the Messaging Service.
7.11 See our Privacy Policy for how we collect and use your personal information.
7.12 For Messaging Service support, email concierge@norellemelbourne.com.
8.1 In respect of Orders delivered using a third-party courier: (a) title to the products passes to you upon delivery; and (b) all risk of loss or damage passes to you when we dispatch your Order from our premises or, for e-gift cards, when the electronic transmission leaves our server.
9.1 Online and Phone Order Returns & Exchanges — If you would like to return your online order, you can do so via our online returns portal or at one of our boutiques in Australia. We will gladly offer a refund, exchange or gift card for items returned online on the following conditions: (i) the item is returned within 21 days of receipt of purchase; (ii) the item has not been worn or damaged; (iii) original tags and packaging (where applicable) are attached; (iv) the item is not a Final Sale item, or discounted by more than 20%; (v) the item is not jewellery or a gift card — unless otherwise entitled under the Australian Consumer Law (see clause 9.4); (vi) you present proof of purchase; and (vii) you have contacted our Concierge to authorise your return. If a sale item is discounted by more than 20% but less than 70%, we will offer an exchange or gift card. We do not accept returns or exchanges for change of mind on Final Sale items (items discounted by 70% or more). Refunds are processed via the original payment method; where unavailable we may issue a gift card or exchange. Items that do not comply with these conditions will be returned to sender.
Returns to a Boutique — We will gladly offer an exchange or gift card if the item meets: (i) returned within 21 days of receipt of purchase; (ii) not worn or damaged; (iii) original tags/packaging attached; (iv) not a Final Sale item, jewellery, or a gift card — unless entitled under the Australian Consumer Law; (v) proof of purchase presented; and (vi) the original cardholder is present.
9.2 Faulty or damaged items — In accordance with the Australian Consumer Law: (a) if an item has a major or serious problem, you may choose an exchange, repair, refund, or gift card, with proof of purchase; (b) if minor, contact our Concierge or return to a boutique so we can repair it within a reasonable time; if not possible, you may choose an exchange, gift card or refund.
9.3 Returning items — A return label may be generated for a flat rate fee, deducted from your refund; labels for exchanges and gift cards are complimentary. If using your own courier, we recommend trackable post as goods remain your responsibility until received; we are not responsible for lost parcels. We will refund postage for items deemed faulty, provided you authorise the return with our Concierge first.
9.4 For in-store purchases where a refund of $1,000 or more in cash is requested, please contact our Customer Support team rather than returning in-store; ID verification may be required to issue the refund to the original purchaser.
10.1 We monitor the volume and frequency of returns and customer claims for fraud prevention and to protect our operations. Where we determine an elevated or excessive pattern of returns or claims, we reserve the right to withhold return processing, impose return frequency limits, and/or restrict or deactivate accounts where fraudulent, unusual, excessive or suspicious activity is suspected.
10.2 This may include: frequent or irregular return patterns, repeated claims of non-receipt or missing products, repeated non-compliance with our Returns Policy, or an account previously refused returns due to suspected fraud.
10.3-10.5 If your account is restricted or deactivated and you believe this occurred in error or you have a valid return, please contact our Customer Service team via the details on our Website. Nothing in this clause limits your statutory rights under the Australian Consumer Law.
11.1 All gift cards, including e-gift cards, are subject to: (a) redeemable for merchandise only via the online store and at any Norelle Melbourne boutique in Australia; (b) lost or stolen gift cards cannot be refunded or replaced; (c) valid for 3 years from date of issue; (d) unused balance remains until expiry; (e) cannot be reloaded; (f) cannot be used to purchase other gift cards; (g) can only be used in the country and currency of issue; (h) we reserve the right to cancel any gift card for any reason, providing a refund or replacement unless cancellation is due to suspected fraud or illegal activity.
11.2 For e-gift cards: delivered to the email address entered in the Recipient Email field, separately from the Confirmation Email. It is your responsibility to enter the correct email address — e-gift cards cannot be refunded or replaced if entered incorrectly or shared/forwarded in error. Delivery may be delayed per clause 4.
12.1 Subject to consumer guarantees under the Australian Consumer Law, we do not warrant continuous access to the Website.
12.2 We are not liable if the Website is unavailable due to downtime from malfunctions, upgrades, maintenance, or telecommunications interruptions.
12.3 We do not guarantee the delivery or security of communications over the internet, which rely on third-party providers and may be vulnerable to interception.
12.4 While we take reasonable precautions to protect information transmitted via the Website, we cannot guarantee the security or confidentiality of these communications.
12.5 We have no control over the internet or technology used across the Website and accept no responsibility for loss associated with congestion, technical malfunction, viruses or otherwise.
13.1 Any personal information you submit will be used for the purposes contemplated by these Terms and in accordance with our Privacy Policy, including processing payments, providing goods and services purchased, and providing direct marketing communications when you opt in.
13.2 If submitting another person personal information, you warrant they are aware of and have consented to its use in accordance with these Terms and our Privacy Policy.
13.3 By submitting payment and confirming your Order, you confirm you have read and understood these Terms and our Privacy Policy.
14.1 We use our best endeavours to ensure Content is correct and up-to-date, but do not warrant its accuracy or completeness and are not responsible for errors, omissions or defects. Product colours as displayed may not be an accurate depiction of the true colour due to screen variation.
14.2 Certain laws may imply warranties or obligations that we cannot fully exclude; where these apply, our liability is limited to the resupply of the Content to the extent permitted.
15.1 Subject to clause 9, any representation, warranty, condition, guarantee or undertaking that would otherwise be implied is excluded to the maximum extent permitted by law.
15.2 Nothing in these Terms excludes, restricts or modifies any consumer guarantee or right conferred by the Australian Consumer Law or other applicable law that cannot be excluded.
15.3 To the fullest extent permitted by law, our liability for breach of a non-excludable guarantee is limited, at our option, to: (a) for goods — replacement, repair, or payment of the cost of replacing or repairing; or (b) for services — resupply, or payment of the cost of resupply.
15.4 Norelle Melbourne, its directors, employees, agents and related entities will not be liable for any indirect, incidental, special or consequential loss or damage, loss of profits, economic loss, loss of business opportunity, loss of data, loss of reputation or revenue arising in connection with the Website, the Content, or the goods and services advertised.
The Website may contain hyperlinks to third-party sites (such as Instagram, Facebook, Pinterest and YouTube) not controlled by us. We are not responsible for their content, terms or privacy policies. Links are provided for convenience only and do not constitute endorsement. You access these sites and use their products or services at your own risk.
17.1 General — The Website is owned and operated by or on behalf of Norelle Melbourne. Content is obtained and developed from a variety of sources, including collaborations and licensed third-party material.
17.2 Copyright — All Content is protected by Australian and international copyright laws unless indicated otherwise. You may view the Website and save or print a copy for personal, non-commercial use, provided you do not alter the Content and include the copyright notice '© Norelle Melbourne'. You must not reproduce, frame, transmit, adapt, or otherwise use Content except as permitted here or agreed in writing.
17.3 Trademark Notice — The Website contains registered trademarks owned or licensed by Norelle Melbourne, protected under Australian and international law. You must not use our trademarks except as permitted by the copyright notice above, as part of a legitimate reference to us or our products, or with our prior written consent.
17.4 Intellectual Property in Designs — The Website contains graphics and visual representations of products protected by copyright and/or applicable designs legislation. Copying products displayed on the Website with intent to reproduce them, in whole or part, is strictly prohibited.
17.5 User Generated Content — By tagging us in content you post on social media, you consent to us reposting and sharing your content via our social channels.
You agree that in accessing and using the Website you will not: (a) download (other than page caching) or modify the Website or any portion of it; (b) impersonate or falsely claim to represent a person or organisation; (c) engage in commercial activity, including selling, marketing, advertising or promoting goods or services; (d) frame the Website without our express written permission; (e) post, link to or distribute inappropriate, profane, defamatory, infringing, obscene, indecent or unlawful material, or otherwise infringe the rights of another person; or (f) post, link to or distribute material we deem inappropriate.
You will fully indemnify Norelle Melbourne in respect of all loss, damage, costs, expenses (including legal fees), fines, penalties, claims, demands and proceedings arising in connection with breaching any of these Terms.
We may at any time immediately terminate or restrict your access to the Website, or any feature of it, for any reason (including breach or alleged breach of these Terms) in our sole discretion and without prior notice. Any indemnities given by you and limitations of our liability survive such termination.
By accessing the Website, you accept that disputes about the Website or the Content are determined by the courts having jurisdiction in the State of Victoria, Australia, according to the laws in force there. As the Website can be accessed internationally, we do not represent that the Content complies with laws outside Australia. If you access the Website from outside Australia, you do so at your own risk and are responsible for complying with local laws. You are not authorised to access the Website from any location where doing so would be illegal. Import restrictions, taxes and duties applicable outside Australia are your responsibility.
Each provision of these Terms is severable from the others, and no severance of a provision will affect any other provision.
If you have questions about the Website or these Terms, please contact us via our Contact page, or email concierge@norellemelbourne.com.