Return & Refund policy

Return & Cancellation Policy

At Mila & Mae Sydney, customer satisfaction is very important to us. If you are not completely satisfied with your purchase, you may request a return in accordance with the policy outlined below.

Return Eligibility

To be eligible for a return, the following conditions must be met:

• Items can only be registered for return once they have been delivered and physically received.

• Returns must be requested within 30 days of receiving your order.

• Items must be in their original condition, unworn (other than trying on for fit), unwashed, and unaltered.

• All original tags, labels, and packaging must remain intact and attached.

• Items must not show signs of extended wear, makeup marks, or scents (such as perfume or deodorant).

• Orders placed in multiple sizes with the intention of returning part of the order may not be eligible for a discretionary change-of-mind return, subject to applicable consumer law.

How to Request a Return

1. Step 1: Contact Us

   Email us at info@mila-and-mae.com within 30 days of receiving your order. Include your order number and reason for return.

2. Step 2: Receive Instructions

   Once your request is approved, our team will provide full return instructions, including the exact return address for our warehouse in Asia. Please do not ship items back prior to receiving approval.

3. Step 3: Ship Your Parcel

   Arrange return shipping with your local postal service and reply to us with the tracking code once dispatched.

4. Step 4: Inspection & Refund

   Once your returned parcel is received and inspected at our warehouse, your refund will be issued to your original payment method within 14 business days.

Shipping & Delivery Information

Customers are responsible for providing complete and accurate shipping information during checkout.

Please check your shipping address carefully before submitting your order.

Any address corrections should be communicated to us within 24 hours of placing your order. We cannot guarantee that an address can be changed once an order has entered processing or has been shipped.

If you notice an issue with a delivery or a parcel is marked as delivered but cannot be located, please contact us so that we can assist in investigating the shipment.

Return Shipping & Warehouse Location

Please note that return shipping costs are the customer's responsibility for change-of-mind returns. Returns must be shipped directly to our central fulfillment facility located in Asia.

• Estimated Return Shipping Cost: Typically ranges between $40–$60 AUD depending on your chosen carrier and parcel weight.

• Tracking Required: We strongly recommend using a trackable shipping service, as we cannot be held responsible for lost or unreceived return parcels.

Refunds

Once your return has been approved and processed, the refund will be issued to the original payment method used for your purchase.

Please allow up to 14 business days after processing for the refund to appear in your account, depending on your bank or payment provider.

Order Cancellations

• Orders enter fulfillment immediately upon placement and cannot be canceled once submitted.

• If you wish to return an item, please await delivery and follow the standard return process outlined above.

Faulty, Damaged, or Incorrect Items

If you receive an incorrect, faulty, or damaged item, please contact us immediately at info@mila-and-mae.com with your order number and clear photos of the issue.

If the return is due to our error, we will cover the return shipping expenses or issue an immediate replacement in accordance with Australian Consumer Law.