Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, you just need to contact our customer service at support@jackandzoe-sydney.com to start your returns process. You'll need to send your order number which you received in an email or paper invoice directly from us.

If your return is accepted, we'll send you our returns address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Customers are responsible for shipping & customs costs for returns due to change of mind or exchange.

Eligibility for Returns

To be eligible for a return, products must be returned unworn, unwashed, in their original condition and with all tags and liners attached. Any signs of use, wear, or damage may result in the return being rejected.

Return Shipping & Restocking Fee Policy

Return Shipping
All approved returns must be shipped to our warehouse.

Customers are responsible for:

• Return shipping costs
• Choosing a shipping carrier that supports tracking
• Any applicable duties, taxes, and handling fees
• Providing accurate shipping documentation

Please note that Jack and Zoe Sydney is not responsible for return shipments that are delayed, rejected, or lost due to carrier issues, unpaid fees, or incorrect shipping methods.

Restocking Fee
No restocking fee applies to approved returns.

Order Cancellations

Orders may be cancelled within 15 minutes of purchase. Once processing has begun, cancellation requests are no longer guaranteed and may be refused depending on the status of the order. After delivery, a return may be requested in accordance with this policy.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

For items that arrive damaged, defective, or incorrect, we will cover the cost of return shipping. This does not apply to returns made for change of mind or exchange, which remain subject to the customer-paid return shipping terms above.

Exceptions – Non-Returnable Items

The following items cannot be returned:

• Sale items and gift cards
• Personalised or custom-made items
• Items that have been worn, washed, or damaged after delivery

Please get in touch if you have any questions about whether your specific item is eligible for return.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Australian Consumer Law

Under the Australian Consumer Law (ACL), you are entitled to a replacement, repair, or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. These rights cannot be excluded, restricted, or modified.

If you believe your item has a major failure, please contact us at support@jackandzoe-sydney.com and we will assess your claim and respond within 2 business days.

Refunds

Once we've received your return package, we will inspect it within 1–2 business days. Once your return is approved, we will process your refund right away. Please allow up to 5 business days for the refund to appear in your account or on your statement, depending on your bank, credit card, or payment processor.

Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we've approved your return, please contact us at support@jackandzoe-sydney.com.

Contact Information

Email: support@jackandzoe-sydney.com
Phone: +61 480 811 028

Customer Service Hours
Monday to Friday: 9:00 AM – 6:00 PM (AEST)
Saturday and Sunday: Closed