Refund policy

 

We want you to be happy with what you ordered. If something isn't right, you have 30 days from the date your order is delivered to request a return, and we pay the return postage.

What can be returned

Items must be unworn, unwashed, free of marks, odours and pet hair, with all original tags still attached and in their original packaging.

For hygiene reasons we cannot accept returns on swimwear, bodysuits or intimate apparel once the hygiene liner has been removed, unless the item is faulty. This does not affect your rights under the Australian Consumer Law.

How to start a return

1. Email info@eirenrowe.com within 30 days of delivery with your order number and the item(s) you want to return.
2. We will reply within 2 business days with a prepaid return label and the return address. Do not send items back before you receive the label — returns sent without one cannot be tracked or matched to your order.
3. Pack the item securely, attach the label, and lodge it at any Australia Post outlet.

Refunds

Once your return arrives we inspect it and process your refund within 5 business days. Refunds are issued to your original payment method for the full price you paid for the item, including any shipping you were charged. Depending on your bank or card issuer, the funds may take a further 5 to 10 business days to appear on your statement.

We will email you when your refund has been issued. If more than 10 business days have passed since that email and you still cannot see the refund, contact your bank first, then get in touch with us.

Exchanges

We do not process direct exchanges. If you need a different size or colour, return the original item for a refund and place a new order — this is faster than waiting for an exchange to be processed.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged or is not what you ordered, email info@eirenrowe.com with your order number and photographs of the problem. We will arrange a replacement or a full refund, including all shipping costs, at no cost to you. You do not need to wait for the item to be returned before we act.

Cancelling an order

Orders can be cancelled for a full refund at any time before they are dispatched. Email us as soon as possible with your order number. Once an order has been dispatched it cannot be cancelled, but you can return it under this policy.

Your rights under 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits, excludes or modifies those rights.