Returns & Refund Policy
Last updated: Today
At Julia Mercer, we want you to shop with confidence. If something is not quite right, we are here to help.
This Returns & Refund Policy explains how returns, refunds and exchanges work for purchases made through juliamercer.com.
Our 30-Day Return Policy
If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order.
To begin a return, please contact us at:
Please include:
- Your full name
- Your order number
- The email address used to place the order
- The reason for your return
- Photos if the item is damaged, faulty or incorrect
Our customer care team will review your request and provide the next steps.
Return Approval
Please do not send your item back before contacting us.
All returns must be approved by our customer care team. Once approved, we will provide the correct return instructions and return address.
Depending on the product, approved returns may need to be sent directly to one of our fulfilment partners, including locations outside Australia.
Return Shipping Costs
If you are returning an item because you changed your mind, selected the wrong size or no longer want the product, you will be responsible for the return shipping costs.
If your approved return address is located outside Australia, you will also be responsible for arranging and paying for the return shipment.
We strongly recommend using a tracked shipping service, as we cannot process a refund until the returned item has been received.
Condition of Returned Items
To be eligible for a return, items must be:
- Unworn
- Unused
- Unwashed
- In their original condition
- Returned with any original tags and packaging where possible
Returns may not be accepted if an item shows signs of wear, washing, damage, alterations, stains, perfume or makeup.
Items That Cannot Be Returned
The following items are generally not eligible for change of mind returns:
- Gift cards
- Final Sale items
- Personal or hygiene-related products
- Items that have been worn, washed or used
- Items returned without prior approval
This policy does not affect your rights under the Australian Consumer Law.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty or you receive the wrong item, please contact us as soon as possible at:
Please include your order number, a brief description of the issue and clear photos of both the item and its packaging.
We will review the situation and work with you to find the most suitable solution.
Australian Consumer Law
Nothing in this policy limits or excludes your rights under the Australian Consumer Law.
If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or another appropriate remedy as provided by Australian law.
Refunds
Once your returned item has been received and inspected, we will notify you by email.
If your refund is approved, it will be issued to your original payment method. Please allow a few business days for your bank or payment provider to process the refund.
Exchanges
If you would like to exchange an item for a different size or another product, please contact us at:
We will let you know what options are available based on product availability.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed, we will do our best to cancel it. Once an order has been prepared or dispatched, cancellation may no longer be possible.
Contact Us
If you have any questions about returns, refunds or your order, our customer care team is always happy to help.
Email: info@juliamercer.com