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RETURNS & EXCHANGES

At SALT & LILY, we want you to shop with confidence. We understand that sometimes things don’t go as expected, which is why we offer refunds, returns and store credit depending on the circumstances of your purchase.

We’re committed to making the process as simple, fair and transparent as possible.

MONETARY REFUNDS 
We offer monetary refunds for eligible returns, including faulty, damaged, incorrect or misdescribed items, in accordance with Australian Consumer Law. Where a monetary refund is approved or required, we aim to process it promptly to your original payment method. Please note that while we process refunds as quickly as possible, it may take several business days for the funds to appear in your account, depending on your bank or payment provider.

‘CHANGE OF MIND’ RETURNS

We understand that sometimes a purchase might not be quite what you had in mind. While monetary refunds are not ordinarily available for changes of mind, we’re happy to consider eligible returns for store credit, allowing you to find something else you’ll love. This includes changes in personal preference, colour, style or fit, provided the item matches its advertised description and measurements.

To be eligible for store credit:

• Return requests must be submitted within 14 days of delivery.
• Items must be unworn, unwashed, unused and in their original condition, with all original tags attached.
• Return shipping costs are the customer’s responsibility.
• Returns must be approved before items are sent back.

Additional change-of-mind refunds or returns may be approved at our discretion.

These conditions apply only to change-of-mind returns and do not affect your rights under Australian Consumer Law.

FAULTY, DAMAGED OR INCORRECT ITEMS

If something isn’t right with your order, we’re here to help.

If your item arrives faulty, damaged or incorrect, please get in touch so we can work towards an appropriate resolution. All purchases are protected by applicable consumer guarantees under the Australian Consumer Law (ACL). For major failures to meet a consumer guarantee, you may choose a refund or replacement in accordance with Australian Consumer Law. For minor failures, we may arrange a repair or another appropriate remedy within a reasonable time. If the issue cannot be resolved within a reasonable time, you may be entitled to a refund or replacement. Where a monetary refund is required under Australian Consumer Law, you will receive a monetary refund rather than store credit.

HOW TO REQUEST A RETURN?

To request a return, simply contact us through our website’s Contact Us form and include:

• Your order number and contact details.
• A brief explanation of your return request.
• Clear, relevant photographs of the item, where reasonably available.

Our team aims to review your request and respond within 2–4 business days with the next steps.

Please contact us before sending an item back so we can provide the appropriate return instructions.

RETURN SHIPPING

For approved change-of-mind returns, return shipping costs are the customer’s responsibility. Where an item fails to meet a consumer guarantee, reasonable return shipping costs will be covered in accordance with Australian Consumer Law.

YOUR CONSUMER RIGHTS

Nothing in this policy excludes, restricts or modifies any rights or remedies available under Australian Consumer Law. For any return enquiries, please contact us through our website’s Contact Us form. We’re always happy to help.

Thank you for shopping with SALT & LILY.

GARMENT CARE

• Cold, gentle machine wash with similar colours.
• Turn garment inside out before washing.
• Place in a mesh laundry bag to protect embroidery and appliqué.
• Use mild detergent. Do not bleach.
• Do not soak, wring or scrub embroidered areas.
• Do not tumble dry. Air dry in the shade.
• Avoid direct heat on embroidery and appliqué.
• If ironing is needed, turn inside out and use a low-temperature setting. Do not iron directly over decorative details.
• Do not dry clean.

Handle with care to preserve the beauty and detail of your garment.