Returns
Not quite right? No stress. Full-priced pieces can be exchanged for a different size or style, or returned for a gift card.Not quite right? You can cancel your order and return it within 14 days of delivery, for a refund, exchange or gift card.
How to make a return
- Lodge your return online Head to our returns portal within 14 days of receiving your order. Enter your order number and email, select the item(s) you're returning, and choose an exchange or a gift card.a refund, exchange or gift card.
- Receive your return label Australian orders are automatically emailed a free prepaid return label. For US orders, we'll arrange a return label for you at your cost. All other international orders will be given our return address to post back to (see Return postage).
- Pack it up and post it back Pop your item(s) in their original packaging with the tags still attached, attach your label (if you have one), and drop it at your nearest post office. You have 7 days from lodging your return to post it back to us, or your return will be cancelled.Please post it back within 14 days of lodging your return.
- We process it within 1–2 business days Once your return lands at our Sydney warehouse and passes inspection, we'll email your gift card or send your exchange.issue your refund to your original payment method (please allow 5–10 business days for your bank), or email your gift card or send your exchange. Exchanges are subject to stock — we'll let you know if your new size has sold out.
What can be returned
✓ Eligible
- Full-priced pieces
- Pieces bought on sale, for an exchange only
- Unworn, unwashed and unaltered
- Original tags attached and in original packaging
- Free of make-up, tan, deodorant, perfume, pet hair or odours
- Lodged within 14 days of receiving your order, and posted back within 7 days of lodging
✗ Not eligible
- Items marked Final Sale (unless faulty)
- Free gifts with purchase
- Items worn, washed or without tags
You can return any item, including sale pieces, within 14 days of delivery — no reason needed.
- Please try pieces on as you would in a store, and return them unworn, unwashed and with tags attached.
- If an item comes back worn, washed, damaged or with marks such as make-up or tan, we may reduce your refund to reflect its reduced value.
Returns that don't meet these conditions can be sent back to you at your cost. Original shipping fees and Package Protection fees are non-refundable.Refunds include the standard shipping you paid on your original order. If you chose a more expensive shipping option, the difference isn't refunded. The Package Protection fee is non-refundable.
Return postage
Within Australia: returns are free. A prepaid Australia Post return label is emailed to you automatically when you lodge your return — just attach it to your parcel and drop it at any post office.
United States: we'll arrange a return label for you, and the cost of the label is paid by you.
All other countries: return postage is paid by you. Please use a tracked service and keep your receipt, as we can't take responsibility for returns that go missing on the way back to us. See International returns below.
Faulty or incorrect item? If your claim is approved after inspection, we'll cover the return postage, wherever you are.
Faulty or incorrect items
If something arrives faulty, damaged, or isn't what you ordered, we're so sorry — we'll fix it.
- Lodge it through our returns portal and select Claim within 14 days of receiving your order. Upload clear photos of the issue.
- If we ask you to send the item back, please post it within 7 days of lodging your claim, or your claim will be cancelled.
- All claims are subject to inspection. If your claim is approved, we'll cover the return postage and offer a replacement, exchange, or refund to your original payment method.
- This applies to sale items too.
- As an EU or EEA customer, you're also covered by the 2-year legal guarantee for faulty goods.
Please note: small colour differences between production batches are natural and aren't considered a fault.
Cancellations
We pack orders quickly, so orders can't be cancelled once placed. If you've chosen the wrong size, email hello@skylaroseco.com straight away and we'll do our best to change it before it ships.
Your right to cancel. As an EU or EEA customer, you can cancel (withdraw from) your order without giving a reason, at any time before it ships and up to 14 days after it's delivered.
- Already delivered? Use the button below to lodge your return through our returns portal. You'll receive an email confirming the date and time of your request.
- Not shipped yet? Use the button below or email hello@skylaroseco.com with your name, order number and the words "I withdraw from my order". We'll confirm by email and refund you in full, including shipping.
- Refunds are made to your original payment method within 14 days of your cancellation. For delivered orders, we may wait until we receive the items back, or proof that you've sent them.
International returns
We welcome exchanges and gift card returns from overseas, following the same steps above.We welcome returns from overseas, following the same steps above. For US orders, we'll arrange a return label for you at your cost. For all other countries, please send your return with a tracked service from your local post office or courier. Return postage is paid by you, unless a faulty or incorrect item claim is approved.
Mark the parcel as "Returned Goods" on the customs form so we aren't charged import fees. Any duties or charges we're asked to pay on arrival will be deducted from your gift card. For exchanges, a new international shipping fee applies to send your replacement.
Returns FAQs
How do I start a return?
Lodge it online through our returns portal with your order number and email. Australian orders are automatically sent a free return label, and we'll arrange a label for US orders at your cost.
Can I get a refund instead of a gift card?
For change-of-mind returns we offer an exchange or a gift card. Refunds to your original payment method are available for approved faulty or incorrect item claims, or if a piece you ordered is out of stock.
Can I get a refund?
Yes. As an EU or EEA customer, you can choose a refund to your original payment method, an exchange, or a gift card.
How long do I have to return something?
All returns and claims must be lodged within 14 days of receiving your order. Once lodged, you have 7 days to post your item back to us, or your return will be cancelled.Lodge your return within 14 days of your parcel being delivered, then post it back within 14 days of lodging. We recommend trying everything on as soon as it arrives.
How much does it cost to return?
Returns are free for Australian orders — a prepaid return label is emailed to you automatically. For US orders, we'll arrange a return label at your cost. For all other countries, return postage is paid by you. If a faulty or incorrect item claim is approved after inspection, we'll cover the return postage wherever you are.
How long until I receive my gift card or exchangerefund, gift card or exchange?
We process returns within 1–2 business days of them arriving at our warehouse. Your gift card is emailed to you, and exchanges are dispatched with tracking.Refunds go back to your original payment method (allow 5–10 business days for your bank), gift cards are emailed to you, and exchanges are dispatched with tracking.
Can I exchange for a different item, not just a different size?
Yes! Choose the piece you'd like when you lodge your return in the portal. If it's a different price, the difference will be shown before you confirm.
Can I return sale items?
Pieces bought on sale can be exchanged for a different size or style within 14 days of receiving your order, as long as they're unworn with tags attached. Items marked Final Sale can't be returned or exchanged for change of mind. If anything arrives faulty, lodge a claim through our returns portal and we'll make it right.
Can I return sale items?
Yes. EU and EEA customers can return sale items within 14 days of delivery, the same as full-priced pieces.
My item is faulty or not what I ordered. What do I do?
Lodge it through our returns portal and select Claim within 14 days of receiving your order, with photos of the issue. All claims are subject to inspection, and if approved, we'll cover the return postage and offer a replacement, exchange or refund.
Can I return a pre-order item?
Yes, once it's been delivered, the same returns policy applies. Pre-orders can't be cancelled before they ship, but if you've ordered the wrong size, email us early and we'll do our best to help.
Can I cancel a pre-order?
Yes. You can cancel a pre-order at any time before it ships for a full refund, or return it within 14 days of delivery. See Cancellations.
Can I cancel or change my order?
We pack orders quickly, so orders can't be cancelled once placed. If you've chosen the wrong size, email us straight away and we'll try to change it before it ships.
Can I cancel my order?
Yes. You can cancel at any time before your order ships, and up to 14 days after delivery, without giving a reason. See Cancellations for how.
Does Package Protection cover returns?
No. Package Protection covers parcels lost, stolen or damaged on the way to you. It doesn't cover return postage or change-of-mind returns. See our Shipping page for details.
I haven't heard back about my return.
You'll receive email updates from the portal as your return progresses. If you haven't heard from us, check your junk folder, then email hello@skylaroseco.com or reach out via live chat on our website.
This policy doesn't limit your rights under the Australian Consumer Law. By placing an order, you agree to these terms.These terms apply to consumers in the EU and EEA and don't limit your statutory rights under EU consumer law.
