Return Policy

We hope you love your purchase. If something isn’t quite right, we’re here to help.

Change-of-Mind Returns

  • Return window:

    • Australia: Request within 14 days of delivery.

    • International: Request within 14 days of delivery.

  • Return shipping: Paid by the customer. Original shipping fees are non-refundable.

  • Condition: Items must be unused, unworn, unwashed, with all original tags/labels attached and in the original packaging. Please avoid makeup, deodorant marks, perfume, and pet hair. Shoes should be tried on indoors on a clean surface.

Exchanges

  • Australia: We don’t offer direct exchanges. Please return the item and reorder the size/style you need.

  • International: Exchanges are handled as a return for store credit; you can then place a new order.

How to Start a Return

  1. Contact us via the Contact page with your order number, item(s), and reason for return (photos if relevant).

  2. We’ll send you return instructions (and an RMA if required).

  3. Send the item back using a tracked service and keep your receipt until your return is processed.

Processing

  • Returns are typically processed within 3–5 business days of arriving at our studio.

  • Store credit is issued as a digital code and is valid for 3 years.

  • If an order is returned to us as “Return to Sender” (incorrect address, uncollected, etc.), we can reship (postage applies) or issue store credit minus the original shipping cost.

Final Sale & Exclusions

For hygiene and custom reasons, we cannot accept returns or exchanges on:

  • Earrings, hair accessories, hosiery, intimates, and swimwear with a broken hygiene seal

  • Custom, made-to-order, or monogrammed items

  • Sale items marked “Final Sale”

  • Gift cards

Faulty, Incorrect, or Damaged Items (Australian Consumer Law)

Your rights under the Australian Consumer Law (ACL) apply in addition to this policy. If your item is faulty or significantly different from its description, you may be entitled to a repair, replacement, or refund.

  • Timeframe: Please contact us within 48 hours of delivery for damaged/incorrect items and include clear photos of the item and packaging.

  • For approved faults, we’ll cover return shipping and resolve the issue promptly.

International Returns (Duties & Taxes)

  • Please mark your parcel “Return – No Commercial Value.”

  • We’re not responsible for any import duties/taxes on returns. Duties/taxes originally paid are non-refundable by Heritage (check with your local customs office).

Important Notes

  • We’re not liable for lost or untracked return parcels—please use a tracked service.

  • Pre-orders follow the same timelines from the day you receive the item.

  • If items are returned not in original condition, we may decline the return or apply a cleaning/restocking fee.