Return and Refund Policy
At Margaret Sydney, 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 standard return, items must:
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Be unworn and unused
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Be in their original condition
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Include all original tags and packaging
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Not have been washed, damaged, or altered
We do not charge any restocking fees.
The following items are generally excluded from change-of-mind returns:
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Intimate apparel and swimwear (for hygiene reasons)
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Final Sale items
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Gift cards
These exclusions do not affect your statutory consumer rights, including your rights concerning faulty, defective, or incorrectly described products.
2. How to Start a Return
Step 1 – Contact Us
Contact our support team at:
Please include:
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Your order number
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Your full name
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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 – Send Your Return
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 – Receive Your Refund
Once your return has been received and inspected, we'll process your approved refund to your original payment method within 7 business days.
3. Return Shipping
Unless your item is faulty, damaged, incorrect, or otherwise covered by your statutory consumer rights, return shipping costs are the responsibility of the customer.
Margaret Sydney cannot guarantee delivery of returns sent without tracking. We strongly recommend using a tracked and insured shipping service whenever possible.
Where required by applicable consumer protection laws, we will cover reasonable return shipping costs for faulty or incorrectly supplied products.
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.
If an exchange is unavailable, we'll discuss the applicable return or refund options with you.
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.
Original shipping fees are generally non-refundable for change-of-mind returns, except where required by applicable law.
Your statutory rights to a refund or other remedy are not affected by these conditions.
6. Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, or you receive the wrong item, please contact us as soon as possible, preferably within 7 days of delivery.
Email: support@margaretsydney.com
Please include:
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Your order number
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A brief description of the issue
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Clear photos of the item, where possible
We'll review your request and arrange an appropriate remedy, such as a replacement, repair, or refund, in accordance with applicable consumer laws.
Where required, we will cover reasonable return shipping costs.
The suggested 7-day contact period does not limit your statutory rights or prevent you from reporting defects discovered later.
7. Order Changes & Cancellations
Orders begin processing shortly after they are placed.
You may request to:
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Cancel your order within 24 hours of purchase.
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Update your shipping address within 24 hours, where possible.
After this period, your order may already be in processing, and changes or cancellations can no longer be guaranteed.
This policy does not affect any cancellation rights or remedies available under applicable consumer protection laws.
8. Our Fulfilment Network
To offer carefully selected products at accessible prices, Margaret Sydney works with 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 local shipping partners throughout Australia and New Zealand.
We work with our fulfilment partners to maintain product quality and reliable order processing.
9. Lost or Delayed Packages
If your parcel appears to be lost or significantly delayed, please contact our support team.
We'll work with our shipping partners to investigate your shipment and provide updates.
Where a parcel is confirmed lost or cannot be delivered, we'll arrange an appropriate replacement or refund in accordance with applicable consumer protection laws.
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 and Refund Policy limits or excludes your statutory rights, including your rights to remedies for faulty, defective, or incorrectly described goods.
11. Contact Us
If you have any questions regarding your order, return, exchange, or refund, our customer support team is always happy to help.
Margaret Sydney
Email: support@margaretsydney.com
We aim to respond to all enquiries within 24 hours, Monday to Saturday.