Refund policy

At Arden & Rose, we want you to love every piece you order. This policy explains how our 30-Day Money-Back Guarantee works, and what to do if something isn't right. It should be read together with our Shipping policy and Terms of Service.

1. Our 30-Day Money-Back Guarantee

If you change your mind about an item, you may request a return within 30 days of the delivery date shown on your tracking. Requests received after 30 days cannot be accepted for change of mind.

2. How to start a return

1. Email support@ardenandrose.com with your order number, the item(s) you'd like to return and the reason for your return.
2. We'll reply within 1 business day with a Return Authorisation and the return address.
3. Post your item(s) within 7 days of receiving your Return Authorisation, using a tracked postage service, and keep your proof of postage.

Returns sent without a Return Authorisation, or to an address other than the one we provide, cannot be accepted or refunded.

3. Condition of returns

To be eligible for a change-of-mind return, items must be:

• unworn, unwashed and unaltered;
• free from make-up, fake tan, deodorant, perfume, pet hair and odours;
• returned with all original tags attached and in their original packaging.

All returns are inspected on arrival. Items that do not meet these conditions will not be refunded and will be sent back to you at your cost.

4. Items that cannot be returned for change of mind

• Earrings and other pierced jewellery, for hygiene reasons
• Swimwear and intimates where the hygiene liner or seal has been removed
• Free gifts and promotional items

This does not affect your rights if an item is faulty (see section 8).

5. Exchanges and store credit

Need a different size? Exchanges are the fastest way to get the right fit. Simply tell us the size you need when you request your return, and we'll send your new size once your return has been received, subject to availability. You may also choose store credit instead of a refund.

6. Return postage and delivery fees

• For change-of-mind returns and exchanges, return postage is paid by you.
• The Priority Delivery fee is non-refundable for change-of-mind returns, as the delivery service has already been provided.
• We are not responsible for returns lost in transit, so please use a tracked service.

7. Refunds

Once your return has been received and inspected, we'll email you to confirm. Approved refunds are processed within 5 business days to your original payment method. Please allow a further 3–5 business days for your bank to show the refund.

Multi-buy offers: if you return part of an order that received a multi-buy discount (for example 15% off 2 items or 20% off 3+ items), your refund will be adjusted to reflect the discount that applies to the items you keep.

8. Faulty, damaged or incorrect items

If your item arrives faulty, damaged or not as described, or you receive the wrong item, please email us with your order number and clear photos. We ask that you contact us within 7 days of delivery where possible so we can resolve it quickly. We'll cover the cost of the return and arrange a repair, replacement or refund in line with the Australian Consumer Law.

9. Changes and cancellations

We process orders quickly so they reach you sooner. If you need to change or cancel an order, email us within 12 hours of placing it. Once an order has been dispatched it can no longer be cancelled, but it may be returned under this policy.

10. Missing or delayed parcels

If your tracking shows your parcel as delivered but you can't find it, please check with neighbours and your building's mail area, then contact us within 7 days of the delivery date so we can open an investigation with the carrier. If your parcel has not arrived within the estimated delivery time, please contact us and we'll follow it up for you.

11. Payment disputes

If you have any concern about your order, please contact us first. We're committed to resolving every issue quickly and fairly, and this is almost always faster than lodging a dispute with your bank.

12. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits or excludes those rights.

Contact us

Arden & Rose Customer Care
Email: support@ardenandrose.com
We reply within 1 business day, Monday to Friday.