Refund policy

Your moment matters. So does your confidence in finding it.

If your dress isn't the one, we'll make it right. You have 14 days from the date of delivery to return or exchange your piece — as long as it's unworn, with tags still attached, free from signs of wear, and in its original packaging — exactly as it arrived. We trust you.

Once your return reaches us and is inspected, we'll process it within 5 business days. 

If your order arrives faulty or isn't what you ordered, we've got you. We'll cover all return shipping and issue a full refund or replacement — whichever you prefer. Just reach out with your order number and a photo within 7 days, and we'll take it from there.

For change-of-mind returns — style, colour, or fit preference — return shipping is at your cost. We recommend using a tracked service, as we can't accept responsibility for parcels lost on the way back to us. Need a different size in the same style? That's an exchange, not a return — see below. Change-of-mind returns are issued as store credit — valid for 12 months, yours to spend on anything in the collection.

To start a return or exchange, email us at sales@lilyandrosemelbourne.com.au within your 14-day window. Include your order number and the reason for your return. Please don't post anything back before you hear from us — we won't be able to process it.

A few things to note: 

• Pieces marked on sale are yours to keep. 
• Original shipping is non-refundable. 
• Size exchanges are free across all styles. Simply cover the cost of returning your original piece to us using a tracked service, and we'll dispatch your new size as soon as it's inspected. If your size isn't available, we'll issue store credit instead.

This policy operates alongside your rights under Australian Consumer Law. Nothing here limits those rights — if your item has a major fault, you're entitled to a full refund regardless of the above.