Return policy
At Alex & Olivia Sydney, we strive to ensure customer satisfaction with every purchase. However, we understand that there may be situations where you wish to return a product. This Return Policy explains the conditions, process, and responsibilities related to returns in a clear and transparent manner.
By placing an order with us, you agree to the terms outlined below.
Return Conditions
To be eligible for a return, the following conditions must be met:
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A return request can only be submitted after the item has been physically received by the customer.
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All return shipping costs are fully the responsibility of the customer, including international shipping and any customs-related fees.
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Returned items must be unused, unworn, unwashed, undamaged, and in their original condition, with all original tags and packaging intact.
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Trying on an item for fit is permitted; however, wearing the item beyond fitting purposes is not allowed.
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Orders placed with the intention of purchasing multiple sizes or variants of the same product to return part of the order are not eligible for return.
We reserve the right to refuse returns that do not meet these conditions.
Return Process
To initiate a return, please follow the steps below:
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Submit a return request by emailing info@alexoliviasydney.com within 14 days of receiving your order.
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Once your request is reviewed and approved, you will receive the return address of our supplier, which is located in China.
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Ship the item back at your own expense, including all shipping, customs, and handling fees.
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We strongly recommend using a shipping method that includes tracking and delivery confirmation.
Please note that we are not responsible for return shipments until they have been successfully delivered to the return address.
Refunds
Once the returned item has been received at the return address and inspected, we will verify whether it meets our return conditions.
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If approved, the purchase amount will be refunded within 14 days using the original payment method.
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Original shipping costs are non-refundable.
Refunds are only issued after the returned product has been successfully delivered and approved.
Liability and Responsibility
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Alex & Olivia Sydney is not responsible for lost or delayed packages if tracking information indicates that the order was delivered to the address provided by the customer.
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Providing an incorrect or incomplete shipping address is the customer’s responsibility.
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Any address errors must be reported within 24 hours of placing the order. Changes requested after this timeframe cannot be guaranteed.
Contact Information
If you have any questions regarding returns or this Return Policy, please contact us at:
Business Name: Alex & Olivia Sydney
Email: info@alexoliviasydney.com