Returns Policy

Returns Policy – James & Lisa Melbourne

Website: jameslisamelbourne.com

At James & Lisa Melbourne, we want every customer to feel confident and comfortable when shopping with us. We carefully select our products and work with reliable fulfilment partners, but we understand that sometimes an item may need to be returned.
This Returns Policy outlines the exact process and conditions for returning items.

1. Return Conditions

To keep our process fair and transparent, the following rules apply:

  • Returns can only be requested after you have physically received your order.

  • Return shipping costs are always paid by the customer, including international postage, customs fees, and handling charges.

  • Returned items must be:

    • Unused and unworn (trying on is allowed; wearing is not)

    • Unwashed

    • Undamaged

    • In their original condition, with all original tags and labels attached

  • Items that show signs of wear, washing, perfume, stains, or missing tags may be rejected.

  • Ordering multiple sizes is allowed, but excessive or repeated size-based returns may be limited, where legally permitted.

This policy does not restrict any mandatory rights you may have under applicable consumer protection laws.

2. How to Start a Return

  1. Submit your return request
    Email support@jameslisamelbourne.com within 14 days of receiving your item.
    Include the following details:

    • Full name

    • Order number

    • Item(s) you wish to return

    • Short explanation of the reason

  2. Wait for approval and instructions
    After reviewing your request, we will send:

    • The return address of our fulfilment partner

    • Packaging and labelling instructions

  3. Ship your item back

    • All return shipping costs are the customer’s responsibility.

    • Any customs, import, or handling fees must be paid by the customer.

    • We strongly recommend using tracked shipping (Track & Trace) and keeping proof of shipment.

  4. Inspection
    After the parcel arrives at our partner’s facility, the item will be inspected.
    You will receive an email confirming whether your return has been approved or rejected based on its condition.

3. Refunds

If your return is approved:

  • The purchase price of the returned item(s) will be refunded to your original payment method.

  • Shipping fees, customs charges, and other non-product fees are non-refundable, unless required by law.

  • Refunds are typically processed within 14 days after the returned item has been received and inspected.

Please allow additional time for your bank or payment provider to display the refund on your statement.

4. Damaged, Defective, or Incorrect Items

If you received:

  • A damaged item

  • A defective product

  • The wrong item

Then:

  1. Contact us within 48 hours of delivery at support@jameslisamelbourne.com.

  2. Include:

    • Your order number

    • A brief description of the issue

    • Clear photos of the item, the defect, and the packaging

Once confirmed, we will offer one of the following, depending on stock and what is reasonable under applicable law:

  • A replacement

  • A refund

  • A store credit

5. Liability & Address Accuracy

To maintain clarity and fairness:

  • Once a parcel is marked as delivered by the carrier to the address provided at checkout, James & Lisa Melbourne is not responsible for lost or stolen packages.

  • If the customer inputs an incorrect or incomplete address, responsibility lies with the customer.

  • Address corrections must be reported within 24 hours of placing the order by emailing support@jameslisamelbourne.com.

    • We will attempt to adjust the address, but changes cannot be guaranteed once the order is being processed.

6. Non-Returnable Items

For hygiene and safety reasons, some products may not be eligible for return, including:

  • Underwear or intimates

  • Certain accessories (e.g., earrings)

  • Items marked as “Final Sale” or “Non-Returnable” on the product page

Mandatory consumer rights will always prevail where applicable.

7. Contact & Customer Support

If you need assistance or have questions regarding returns, you can contact us at:

8. Legal Notice

This Returns Policy is designed to provide clear guidance and fairness for both our customers and James & Lisa Melbourne.
If there is any conflict between this policy and mandatory consumer protection laws, the law will always override store policy.