Refund policy

We are a business who cares deeply for our customers and we will always do our best within reason to look after you.

How long do I have to return an item?

We offer returns for most purchases provided the products are in a saleable new condition, have not been worn or used and are returned within 30 days of the date of purchase. This excludes earrings for hygiene reasons, returns postage is at the customers cost. Only the product sale cost is refunded or credited.

Can I return a final sale item?

Please note that final sale items are not eligible for return, exchange, or refund. These items are clearly marked as "final sale" in their product descriptions. We recommend reviewing all product details carefully before purchasing. If you have any questions about a product, feel free to contact us before completing your order.

Can I have an exchange instead of a refund?

We don’t offer exchanges right now. You can return your item to us for a refund, and then place a new order to get the item of your choice.

What should I do if I receive an incorrect or faulty item?

If you receive an item that is different to what was described, or is clearly damaged or defective, please contact us at hello@sisterandsoul.com.au so we can look after you.

If it is identified that there is no fault with the product or that the product has been damaged through misuse, abnormal use or abuse, we may require you to reimburse us for any costs that we may have incurred, such as replacement product or shipping costs. Faulty goods must be reported within 30 days of purchase.

How do I return an item?

Returns can be booked easily online though our online portal here.

To return your products simply follow the link to our returns portal and fill out the required information. You will need your order number which can be found in your order confirmation and shipping confirmation emails and also the email address you used for the order.

Or after reaching out to our team, simply return your items to the following address by any method of your choice within 30 days from the date you received your parcel with a note including your name and order number.

SISTER & SOUL RETURNS

6/6 Parish Drive

Beresfield NSW 2322

Australia

We do recommend reaching out to our team first at hello@sisterandsoul.com.au before making a manual return. Please note, that returns will be made at your own cost. Returns that arrived damaged will not be credited back.

All products marked as Final Sale cannot be returned or exchanged unless faulty.

How can I track the status of my return?

You will be issued with a tracking number when you book your parcel through our returns portal. We will issue you a refund within two days of receiving your product back to us or we will contact you by email for the next steps.

International Returns

International returns are at the buyers cost using their local post or courier services. Returns post is at the customers expense. The parcel should be returned to following address within 30 days from the date you received your parcel with a note including your name and order number.

SISTER & SOUL RETURNS

6/6 Parish Drive

Beresfield NSW 2322

Australia

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

EXCLUSIONS:

Certain items, because of their nature, cannot be returned if you change your mind. These are:

• Gift Vouchers

• Seasonal & Clearance Items

• Earrings (hygiene reasons)

• Final Sale Items

If you cannot provide proof of purchase of a Sister & Soul branded product, or have purchased from one of our stockists or received a conference gift you will need to return the item to the place of purchase, we cannot honour a return or refund.

Please note that delivery fees and customisation fees (for example a charm change on a necklace or a chain length modification) paid for online orders are non-refundable for change of mind returns.

The return postage cost is borne by the customer except in circumstances where the product is faulty, damaged or the incorrect product was received. In circumstances where the customer stated a reason for the product return and it is false or misleading the postage cost will be deducted from the amount to be refunded.

Please contact the Sister & Soul team on hello@sisterandsoul.com.au if you have any questions or concerns xx