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Returns & Exchanges

Please be advised that Style and Substance adheres very strictly to our return policy.

We want you to love what you ordered, but if something isn't right, let us know; we believe in the quality of our garments.

Australia no longer has a size standard; our size chart is as per the measurements used by our two major designers. We urge our customers to check their measurements against this chart prior to purchase in order to avoid disappointment.

If you are not fully satisfied with your purchase, Style and Substance will gladly accept returns of unused and unaltered item(s) only if returned and received by us WITHIN TEN (10) days of the date of shipment from our warehouse.

Instructions for return of item/s

Please email support@styleandsubstance.com.au with your name, the original garment name, size and the exchange garment name, colour and size you are requesting so that we can advise if stock is available and issue your Return Identification Number. (Please note that replacement items are subject to available stock). NO REFUNDS WILL BE ISSUED WITHOUT A RETURN IDENTIFICATION NUMBER.

Please complete the Return/Exchange form found on the back of the Tax Invoice that is included with your order and include this with item(s) you are wishing to return. Ship your return to the address as detailed in the email containing your Return Identification Number. It is really important that this form is included, as failure to do so will result in serious delays of processing your return or exchange.

All requests for exchanges or refunds must be received within 10 days of shipment from our warehouse. If your return or exchange is outside the policy period, Style and Substance reserves the right to reject your request.

All items requested for refund or exchange must be unworn, clean, unwashed with all original tags and labels still intact and attached, no exceptions. SALE ITEMS – EXCHANGE OR CREDIT ONLY. FINAL SALE ITEMS – NO EXCHANGE, RETURNS OR CREDIT

We are not responsible for lost returns. We strongly recommend you use a traceable method of postage in order to be able to track your return.

Once we receive the item(s), we will notify you via email on record of the refund, store credit or exchange. If the selected exchange item(s) is not in stock in the size/colour selected, we will email you.

Exchange items will shipped (via ordinary post) at no additional cost. Should you require your items sent via priority shipping, please enclose an Express Post Satchel or $18.00 with your return item

Please be advised that we adhere very strictly to this policy

Customer bears cost of shipping returned items back to Style and Substance, however exchanged garments are shipped back to customer free of charge.

We do not offer refund on jewelry; shape wear, hosiery or personal care items.

FAULTY MERCHANDISE

The designers we carry are committed to making the highest standard garments, however in the event that you should receive a garment that is genuinely faulty you should advise us either by email or phone call as soon as the flaw is detected. We ask that you follow the returns requirements and after we have viewed the fault and established that it is a genuinely faulty garment, we will repair or replace in the first instance and offer a refund ONLY if either of these options is not possible. We will also credit your store account for any costs that you incurred to return the faulty garment to us. Any replacement garment will be sent to you free of shipping charge. Once a garment has been worn, or if the flaw appears after reasonable wear we will not take responsibility for any (alleged) fault.

INCORRECTLY SUPPLIED ITEMS

Although we try our very hardest to be perfect, the Style and Substance team are only human and so, from time to time, mistakes can happen and an incorrect item may be sent. If this happens, please understand that our error is not intentional and that we will work to ensure that the problem is resolved swiftly for you. We ask that you advise us either by email or phone call as soon as possible so that we may rectify the error straight away.

POLICY ON SALE ITEMS

Style and Substance reserves the right to put items on sale or reduce pricing at any time.

Promotional prices are good only during the time of the actual sale period. Please be reminded that Style and Substance does not issue price adjustments on items when these items are later put on promotion or have had the price reduced.

REFUNDS AND STORE CREDIT

Shipping fees are not refundable, and customer is responsible for any shipping fees incurred when returning item(s). In the case of a credit card refund, it will be placed on the credit card used for the original purchase. Please allow up to two (2) billing cycles for the credit to appear on your statement. Refunds by PayPal will be returned via the PayPal website and subject to their terms and conditions. 
If you have paid by cash or bank transfer, or your order was made by Lay-by, Special Order, Private Shopping or International Sales then you may return for store credit only (Please Note: Store Credit is valid for 12 months from date of issue)

EXCHANGES

Shipping fees are not refundable, and customer is responsible for any shipping fees incurred when returning item(s). Exchanges will be processed within 1-2 business days after we receive the returned item(s).

SALE ITEMS

Marked Down items will not be accepted for refund. You may exchange a sale item for another sale item or full-priced item. You may also return a sale item for store credit (Please Note: Store Credit is valid for 12 months from date of issue).

LAY-BY, SPECIAL ORDER, PRIVATE SHOPPING APPOINTMENT AND INTERNATIONAL SALES

Items purchased via personal shopping appointments, special ordered items or international sales will not be accepted for refund. You may exchange these items or return for a store credit (unless Final Sale items)

GARMENT CONDITION

Any item(s) returned must be in original condition and deemed wearable for continued use. This involves garments and accessories that include all hangtags and labels attached, are unworn, unused, unaltered, unsoiled, undamaged, and fragrant-free. Style and Substance will not accept worn, used, altered item(s) or any item(s) without its original hangtags and labels attached. Please note, items will be returned and will be shipped back to you (at your expense) if these return & exchange requirements are not met. When we receive the merchandise, depending on your instructions, we will either credit the original form of payment, issue store credit, or exchange for desired items.

Shipping fees are not refundable, and customer is responsible for any shipping fees incurred when returning item(s). In the case of a credit card refund, it will be placed on the credit card used for the original purchase. Please allow up to two (2) billing cycles for the credit to appear on your statement.

GIFT CERTIFICATE OR GIFT ECARD RETURNS

Style and Substance offers Gift Certificate from the value of $50.00. All purchases of Gift Certificate or Gift eCard are final.