Refund policy

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits, restricts or modifies those rights. The 30 day guarantee described below is offered by us in addition to your rights under the Australian Consumer Law, not instead of them.

Our 30 day money back guarantee

If you change your mind about a purchase, you may return it for a full refund within 30 days of the date you receive your order.

To be eligible for a change of mind return, the item must be:

• Unworn and unwashed
• In its original condition, with all tags still attached
• Returned in its original packaging where possible

We do not accept change of mind returns for items that have been worn, washed, altered, damaged after delivery, or that carry marks such as makeup, deodorant, perfume or pet hair.

For hygiene reasons we are unable to accept returns of earrings or other pierced jewellery unless the item is faulty.

Every other product we sell is eligible. There are no final sale items and no sale exclusions.

How to return an item

1. Email us at info@esmesydney.com within 30 days of receiving your order. Include your order number and tell us which item or items you would like to return, and why.
2. Our customer service team will reply within 24 hours with the correct return address and step by step instructions.
3. Send the item back using a tracked postal service and email us the tracking number.

Please do not send anything back before you have received a return address from us. Returns sent to an address other than the one we provide cannot be processed and may be lost.

Return postage costs

For change of mind returns, you pay the cost of return postage. We recommend using a tracked service, as we cannot process a return that does not reach us.

If the item is faulty, not as described, damaged in transit, or if we sent you the wrong item, we pay the return postage. Send us the receipt for your postage and we will refund it together with the item.

Restocking fees

We do not charge restocking fees. There are no deductions from your refund.

Refunds

Once we have received and inspected your return, we will process your refund within 5 business days.

Refunds are issued in Australian Dollars to the original payment method used for the order. Depending on your bank or payment provider, it can take a further 5 to 10 business days for the funds to appear in your account.

Where your original order qualified for a multi-buy discount and returning an item takes your order below the relevant threshold, the refund will be adjusted to reflect the discount that actually applied to the items you kept.

Your original shipping cost is refunded in full where the return is because of a fault, a damaged item, an incorrect item, or a failure of a consumer guarantee. As our shipping is free, no shipping cost applies to change of mind returns.

Exchanges

The fastest way to exchange an item for a different size or colour is to return the original item for a refund and place a new order.

If you would prefer a direct exchange, email us at info@esmesydney.com and our team will arrange it for you where the replacement item is in stock.

Faulty, damaged or incorrect items

If your item is faulty, damaged on arrival, or not what you ordered, email us at info@esmesydney.com with your order number and photos of the problem.

We will assess the issue and, in line with the Australian Consumer Law, offer you a repair, a replacement or a refund. Where the failure is major, the choice between a replacement and a refund is yours. You will not be out of pocket for return postage in any of these cases.

This applies whether or not the 30 day period has passed. Your rights under the Australian Consumer Law apply for a reasonable period after purchase, depending on the nature of the goods.

Cancelling an order

If you wish to cancel an order, email us at info@esmesydney.com as soon as possible.

If your order has not yet been dispatched, we will cancel it and refund you in full. Because we dispatch within 24 hours, we cannot guarantee that a cancellation request will reach us in time. If your order has already been dispatched, you can still return it under our 30 day money back guarantee.

Questions

Email us at info@esmesydney.com. Our customer service team is available 24 hours a day, 7 days a week, and we respond to every email within 24 hours.

Last updated: 12 September 2026