Returns and Refunds Policy
At Philippa Toby, we are committed to providing high-quality products and excellent customer service. We understand that sometimes a purchase may not be quite right, and we’re here to help.
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 for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Change of Mind
We offer change-of-mind returns within 14 days of receiving your order, provided the item is:
- Unworn, unwashed, and in original condition,
- With all original tags and packaging intact,
- Accompanied by proof of purchase.
Please note: For hygiene reasons, we cannot accept returns on items such as swimwear, undergarments, or earrings unless faulty.
Shipping costs for change-of-mind returns are the responsibility of the customer. We recommend using a tracked service.
Faulty or Incorrect Items
If you receive a product that is faulty, damaged, or not what you ordered, please contact us within 7 days of delivery at via our contact form with:
- Your order number,
- A description of the issue, and
- Clear photos of the item (if applicable).
We will arrange a replacement, repair, or refund as appropriate, in line with your rights under Australian Consumer Law.
How to Return an Item
- Email us via our contact form with your reason for return and order details.
- Once your return is approved, we will send you the return address.
We are not responsible for items lost in transit, so please keep your tracking information.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 5–10 business days.
Please note: Refunds do not include original shipping charges unless the item is faulty or incorrect.
Need Help?
If you have any questions about this policy or your order, please get in touch via our contact form.