Refund & Return Policy

We want you to be happy with your Nora Sydney order. This policy explains how change-of-mind returns work, what to do if an item is faulty, damaged or not what you ordered, and how refunds are paid.

Your rights under the Australian Consumer Law are not affected. Nothing in this policy excludes, restricts or limits any right or remedy you have under the Australian Consumer Law (ACL), including the consumer guarantees that apply to the goods you buy.

Changed your mind? You have 30 days

If you change your mind about an item, you can return it for a refund. You have 30 days from the day you receive your order, and you do not need to give a reason. This is in addition to your rights under the ACL.

How to return an item

Email us first. Within 30 days of the day you receive your order, email support@nora-sydney.com with your order number and the item or items you want to return.
Wait for the return address. We will reply with the address of our returns warehouse, which is in the United Kingdom. Please do not post anything back until you have this address, and do not use any other address, including a sender address printed on your parcel. Goods sent to the wrong address can be delayed or lost.
Post the goods back to us. Once you have our return address, pack the goods securely and post them back.
We check and refund. When your return arrives at the warehouse and has been checked, we refund you to your original payment method.

Return postage

For a change-of-mind return, you pay the postage to send the goods back to us. Because our returns warehouse is in the United Kingdom, a return from Australia is sent internationally, so please check the cost with your postal provider before you decide to return an item. We recommend a tracked service and keeping your proof of postage. You are responsible for completing any customs forms your postal provider requires.

Condition of returned goods

Please return items unworn and unwashed, in their original condition, with the labels still attached. You are welcome to try an item on at home to check the size and fit.

Your refund

Your refund is paid to the original payment method you used at checkout, after your return has arrived at our warehouse and been checked.
The refund is the amount you paid for the item or items you return.
Your bank or card provider may take additional time to show the refund on your statement.
Sale items and items bought with an automatic discount are returned on the same terms as any other item.

If you would like a different size or style, return the item as described above and place a new order for the one you want.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged or not what you ordered, email support@nora-sydney.com with your order number and a photo of the problem, and we will sort it out. Please contact us as soon as you notice the problem.

These cases are handled under the ACL, not under the change-of-mind rules above. The 30-day window, the condition requirements and the customer-paid postage for change-of-mind returns do not limit your rights. If you are entitled to a remedy under the ACL and we ask you to return the goods, we will reimburse the reasonable cost of returning them.

Your rights under the Australian Consumer Law

Nothing in this policy limits these rights. Our goods come with guarantees that cannot be excluded under the ACL. Among other things, goods must be of acceptable quality, match their description, and be fit for any purpose you made known to us before you bought them.

If there is a major failure with the goods, you can choose a refund or a replacement. If you keep the goods, you can choose compensation for the drop in their value.
You are also entitled to compensation for any other reasonably foreseeable loss or damage.
If the failure is not major, we can choose to repair, replace or refund the goods. If we do not fix the problem within a reasonable time, you can have it fixed elsewhere and recover the reasonable cost from us, or reject the goods and get a refund or replacement.

A failure is major if, for example, the goods are unsafe, are significantly different from their description, are substantially unfit for their normal purpose and cannot easily be fixed within a reasonable time, or a reasonable consumer would not have bought them had they known about the problem.

To learn more about your consumer guarantees, visit the Australian Competition and Consumer Commission (ACCC) website.