Our Returns Policy

We endeavour to provide you with the best online shopping experience and it’s really important to us that you love your purchase from our Ecolosophy store! If you are not completely satisfied with your order contact us at hello@ecolosophy.com.au to discuss further or to request a refund or exchange authorisation in accordance with our returns policies below. 
Please choose carefully! If you’re unsure about a product purchase you can always email us at hello@ecolosophy.com.au before purchase and we'll try our best to answer any queries you may have about sizing, colours etc.

 

Faulty or Incorrect Returns

We take every step possible to ensure you never receive a faulty product from us and we hope this doesn’t happen to you. If this does occur contact us at hello@ecolosophy.com.au to request a refund or exchange authorisation. All exchanges on faulty or incorrect products are subject to availability of stock. We do not repair faulty products. 
You can choose between a refund or exchange where your goods are faulty or incorrect as following:
  • Faulty;
  • Have been wrongly or incorrectly described;
  • Are different to the product purchased on our website; or
  • Or don’t perform as advertised on our website.
Refunds can only be credited to the credit card or account that was used to make the original purchase. You must notify us by email at hello@ecolosophy.com.au about faulty or incorrect products within 14 days of the date of your order. We will send you an email with a returns form and authorisation to return the product. You must then complete the returns form and return your product to us within 14 days of the date of our authorisation email. On receipt of your returned product, we will review the product and, if it is approved as faulty or incorrectly described, we will issue you a refund or exchange as requested. 
We regret that original delivery costs are non-refundable so any product refunds or exchanges will be for the item/s purchased only and will not include a refund of original postage charges. However, if the product is approved as faulty or incorrect, we will refund your postage costs for returning the faulty or incorrect product to us and we will pay for the postage of exchange or replacement products back to you within Australia.
In some instances, where items are faulty or incorrect, we may at our discretion, ship a replacement item to you, without return of the original item
At this time, we do not offer returns (refunds or exchanges) for international customers outside of Australia. International customers can contact us at hello@ecolosophy.com.au to discuss your order. 

 

Change of Mind Returns

Refunds and exchanges for change of mind returns are solely at our discretion. Refunds or exchanges for change of mind returns will only be issued where the product is returned unopened, unused, unwashed, unworn and in original condition including all tags intact and packaging. No refund or exchange will be permitted where products are returned opened, soiled or without original packaging.
We regret that original delivery costs are non-refundable so any product refunds or exchanges will be for the item/s purchased only and will not include a refund of postage charges. You will be responsible for paying the cost of postage to return change of mind refunds or exchanges to us.
If a change of mind return is approved, we will pay for the postage of exchange or replacement products.
Ecolosophy cannot guarantee the availability of products for exchange as our stock is niche and seasonal nature and often includes one-off items. Where an exchange is not available a refund will be offered.
You must notify us by email at hello@ecolosophy.com.au to request a change of mind return within 14 days of the date of order. At our discretion, we will send you a returns form and authorisation to return the product or we will inform you that you are not authorised to return that product. If you have authorisation to return the product, you must then complete the returns form and return your product to us within 14 days of the date of our authorisation email.
On receipt of your returned product, we will review the item and send you an email to notify you if your return has been approved or not. 
If a refund is approved, we will credit your nominated credit card. Please allow at least 14-21 working days from the day you return the product for us to receive it and for your account to be credited. If you still have not received your approved refund, after 21 days, you can contact us at hello@ecolosophy.com.au.  
Please note that refunds can only be credited to the credit card or account that was used to make the original purchase. 

 

Clothing Exchanges 

We are a niche retailer and do not generally hold large lines of products due to their specialist nature. All clothing products on our website include a clothing size chart specific to that clothing manufacturer. We recommend that you take your measurements and refer to the sizing charts provided prior to placing an order so you can get the best-fit possible and reduce the likelihood of needing to exchange or refund your product.
However, if you would like to exchange an item of clothing for an alternative size, follow the change of mind returns policy above e-mailing us at hello@ecolosophy.com.au to request an exchange authorisation. Let us know what item you are after including the name, colour and size so that we can put it on hold for you pending exchange approval.
Clothing may only be returned for refund or exchange if unwashed, unworn and in original condition including all tags intact and packaging. We will not refund or change clothing items where they have been worn, soiled or returned without original packaging including tags and labels. 

 

Products that Cannot be Refunded or Exchanged

The following items cannot be returned for a refund or exchanged unless the item is faulty or incorrect:
  • Perishable goods such as food and drink products
  • Flowers
  • Newspapers or magazines
  • Pierced jewellery such as earrings
  • Underwear
  • Hosiery
  • Swimwear
  • Intimate or sanitary goods that have been opened and/or used
  • Health and beauty products that have been opened and/or used  
  • Gift vouchers (cannot be refunded)
  • Sale items

 

Sale Items

Only regular priced items may be refunded or exchanged. Sale items cannot be refunded or exchanged. 

 

Posting your Return or Exchange

After you've emailed us a request for an exchange or refund, we will email you an authorisation and returns form that sets out instructions for posting your return.
Do take care to correctly package your returned products when posting - it is your responsibility to ensure goods arrive safely to our return address. We will not take responsibility for items lost in transit or damaged due to inadequate packaging whilst being returned to us. We recommend you return goods via registered mail or a trackable shipping service if you are concerned about their safety. We cannot guarantee that we will receive your returned item.
Don't send your purchase back to the manufacturer - only we can refund or exchange goods purchased on our website.

International Returns

We do not ship exchanges or replacements to international destinations only locations within Australia.
At this time, we do not offer returns (refunds or exchanges) for international customers outside of Australia. International customers can contact us at hello@ecolosophy.com.au to discuss your order.