Return and Refund Policy

Return and Refund Policy

At Emily Outlet, we want you to feel confident with every purchase. If something isn't quite right, we're here to make the return process simple, transparent, and hassle-free.

We proudly serve customers across Australia and New Zealand, and our goal is to provide a smooth shopping experience from the moment you place your order until it arrives at your door.

1. Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return, items must:

  • Be unworn and unused

  • Be in their original condition

  • Include all original tags and packaging

  • Not have been washed, damaged, or altered

We do not charge any restocking fees.

The following items cannot be returned:

  • Intimate apparel and swimwear (for hygiene reasons)

  • Final Sale items

  • Gift cards

2. How to Start a Return

Step 1

Contact our support team at:

support@emilyoutlet.com

Please include:

  • Your order number

  • Your full name

  • The reason for your return

Once your request has been reviewed, we'll send you detailed return instructions and the appropriate return address.

Step 2

Securely package your item using the original packaging and send it to the return address provided by our team.

For your protection, we strongly recommend using a tracked shipping service.

Step 3

Once your return has been received and inspected, we'll process your refund to your original payment method within 7 business days.

3. Return Shipping

Unless your item is faulty, damaged, or incorrect, return shipping costs are the responsibility of the customer.

Emily Outlet cannot be held responsible for returns that are lost or damaged during transit. We strongly recommend using a tracked and insured shipping service whenever possible.

4. Exchanges

Need a different size or colour?

Simply let our support team know when submitting your return request. We'll gladly arrange an exchange whenever stock is available.

5. Refunds

Once your return has been approved, your refund will be processed to your original payment method within 7 business days.

Depending on your bank or payment provider, it may take an additional 3–5 business days for the funds to appear in your account.

6. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or you receive the wrong item, please contact us within 7 days of delivery.

Email:

support@emilyoutlet.com

Please include:

  • Your order number

  • A brief description of the issue

  • Clear photos of the item

We'll arrange a replacement or a full refund at no additional cost to you, including return shipping where applicable.

7. Order Changes & Cancellations

Orders begin processing shortly after they are placed.

You may:

  • Cancel your order within 24 hours of purchase.

  • Update your shipping address within 24 hours, where possible.

After this period, your order may already be in processing, and changes can no longer be guaranteed.

8. Our Fulfilment Network

To offer carefully selected products at accessible prices, Emily Outlet works with trusted international manufacturing and fulfilment partners.

Depending on product availability, your order may be prepared and dispatched from one of our international fulfilment centres before being delivered by trusted local shipping partners throughout Australia and New Zealand.

Every order is carefully inspected before dispatch to ensure it meets our quality standards.

9. Lost or Delayed Packages

If your parcel appears to be lost or significantly delayed, please contact our support team.

We'll work directly with our shipping partners to investigate your shipment and, where appropriate, arrange a replacement or refund.

10. Consumer Rights

Our products come with consumer guarantees that cannot be excluded under applicable consumer protection laws.

Customers in Australia are protected under the Australian Consumer Law (ACL).

Customers in New Zealand are protected under the Consumer Guarantees Act 1993 (CGA), where applicable.

Nothing in this Return Policy limits or excludes your statutory rights under the laws of your country.

11. Contact Us

If you have any questions regarding your order, return, or refund, our customer support team is always happy to help.

Emily Outlet

Email: support@emilyoutlet.com

We aim to respond to all enquiries within 24 hours, Monday to Saturday.