Refund policy

At Her Sapphire, each design is handcrafted with intention, reflecting our commitment to slow fashion and sustainable clothing. We prioritise thoughtful design, mindful production, and lasting quality to ensure every piece becomes a timeless addition to your wardrobe.
This Return & Refund Policy explains the process and conditions for returns and refunds, designed to provide clarity and ease.
Our Commitment to You
We aim to make the return and refund process as simple and transparent as possible. To ensure a smooth experience, please carefully review the policy details outlined below.

 Return Window
We gladly accept returns within 30 days from the date of shipment.
Unfortunately, return requests made after this period will not be eligible for processing.

Condition of Returned Items
To be eligible for return, items must be in original condition, Unworn and unwashed, have tags attached and neatly folded and returned in the Her Sapphires original package. Returns that do not meet these conditions may be rejected and ineligible for refund or exchange.

Return Shipping & Costs
For returns within Australia, we strongly recommend using a trackable postal service to ensure safe delivery.
Return shipping costs are the customer's responsibility, except in cases of faulty items.

 Exchanges (Australia Only)
We offer exchanges for the same item in a different size (larger or smaller) for Australian customers.
A $12 shipping fee applies to cover exchange postage.

Refunds
Approved returns will be refunded using the same payment method originally used by the customer.
Please allow up to 5 business days for processing once your return reaches our warehouse. Processing times may be longer during sale or promotional periods. Shipping charges are non-refundable unless the item is faulty.

Final Sale Items
Items marked as Final Sale are strictly non-returnable:
No refunds
No exchanges
Please review your order carefully before confirming your purchase.

Order Changes & Cancellations
Once an order is placed, we are unable to make changes to:
Items, Sizes and Shipping details
We also cannot cancel orders once processed. If your item is not suitable, you may return it in line with our return policy.

 Promotions & Discounts
We do not offer price adjustments on previously purchased items.
Discounts and promotional codes:
Cannot be applied retroactively
Cannot be extended beyond the promotion period

 Lost or Missing Returns
We are not responsible for lost or undelivered returns.
Always use a trackable postal service to ensure your return reaches us safely.

How to Start a Return
Please contact us at support@hersapphire.com.au with the following:
Your order number
Photos of the issue (if the item is faulty or damaged)
The reason for the return
Once reviewed, our team will provide return instructions. Upon inspection, we’ll process a repair, replacement, or refund, and notify you via email.

Additional Information
Do not send returns without prior authorisation – they may not be processed.
Returns that are worn, altered, washed, missing tags, or in poor condition may not qualify for a refund or exchange.
If we ship an incorrect item or size, Her Sapphires will cover the full cost of correcting the order.

Need Help?
Our customer service team is here to assist you with any return-related queries or concerns.
Email us at: support@hersapphire.com.au