Returns & Refunds
We want you to shop at Corella Lane with complete peace of mind. Please read this Returns and Refunds Policy carefully. It applies to all orders placed on corellalane.com and delivered to Australia or New Zealand, and supplements our Terms and Conditions.
In short, two simple rules apply:
- If your item arrived damaged, faulty or not as ordered, you send us photos and we send you a free replacement. No return needed. That one is on us.
- If you received the item you ordered but it is not right for you, you send it back to us at your own cost within 30 days. As soon as it arrives and has been checked, we refund the purchase price.
1. Return period and conditions
1.1 You can request a return within thirty (30) days of receiving your order.
1.2 For a return to be accepted, the item must:
a) be unworn, unwashed and in its original condition (trying it on at home, as you would in a store, is fine)
b) be complete, with original tags attached, and with all packaging and accessories
c) be free of marks, stains, odours, pet hair, make-up, deodorant and perfume
d) not have been altered, hemmed or repaired
1.3 For hygiene reasons, swimwear, underwear, hosiery and earrings can only be returned if the hygiene seal or liner is intact. Personalised items or items made to your specifications are excluded from change-of-mind returns.
1.4 Damage, faults or incorrect items must be reported to us immediately after delivery (see section 4).
1.5 We reserve the right to refuse returns that do not meet these conditions.
2. Changes and cancellations
2.1 Orders are processed quickly, usually within 1 to 2 business days, so that we can prepare and ship them without delay.
2.2 You can cancel or change your order within 24 hours of placing it, provided it has not yet been processed or dispatched. Email us with your order number. After that window, or once processing has started, cancellations, size or item changes and changes to the delivery address are generally no longer possible.
2.3 Please check all your details carefully before completing your order, in particular your size.
2.4 You are responsible for the accuracy, completeness and currency of the details provided at checkout.
2.5 If you do not wish to keep an item after delivery, you can use your return right under this policy.
3. Return requests
3.1 To start a return, email us within 30 days of receiving your order at: hello@corellalane.com
3.2 Your request must include:
a) order number
b) full name
c) delivery address
d) the item and size you are returning
e) reason for the return
f) clear photos (for damaged, faulty or incorrect items)
3.3 Once we have reviewed your request, you will receive our return approval and the correct return address.
3.4 Do not send items back to the sender address on the parcel. Returns go to our designated fulfilment warehouse, which may be located outside Australia and New Zealand, including in China. Returns sent without approval cannot be traced and may be refused.
3.5 For an approved return, a refund is the standard outcome. By agreement with you, we can alternatively offer:
a) an exchange for the same item in another size or colour, or an equivalent item
b) a store credit for a future purchase
4. Damaged, faulty or incorrect items
4.1 If an item arrived damaged, faulty or not as ordered, please contact us immediately after delivery with your order number, a short description of the issue and clear photos of the item, the packaging and the shipping label.
4.2 If the photos confirm the damage, fault or incorrect delivery, we send you a free replacement straight away. You do not need to return the affected item for this.
4.3 A free replacement is our standard remedy for damaged, faulty or incorrect items. Return shipping costs are not covered or reimbursed by us.
4.4 If you would rather not keep the item despite the replacement offer, you can return it under section 6. The general return conditions then apply: return at your own cost, refund only after receipt and inspection of the item. A fault we have confirmed is not treated as a reduction in value during that inspection.
4.5 Your statutory rights are not affected by this section. In Australia, these include your rights under the Australian Consumer Law, in New Zealand your rights under the Consumer Guarantees Act 1993, in particular the right to choose a refund instead of a replacement where the fault amounts to a major or substantial failure, and the right to have reasonable return costs for faulty goods covered where the law requires it.
4.6 We review every claim and may ask for additional photos or a short video. If no damage, fault or fulfilment error can be confirmed, no replacement is issued. Damage caused after delivery or by incorrect washing, drying or storage is not covered. Choosing the wrong size, colour or variant at checkout is not a fulfilment error and is handled as a change-of-mind return.
5. Return shipping costs
5.1 Returns are not free. Return shipping costs are your responsibility in all cases; we do not cover or reimburse return shipping. For damaged, faulty or incorrect items, no return is needed because we send you a replacement (see section 4).
5.2 Because we work with international suppliers, approved returns may need to be sent to our warehouse in China. The exact address is provided with your return approval.
5.3 Original shipping costs are not refunded unless required by law.
5.4 Please use a tracked shipping service and send us the tracking number. The return travels at your risk; we are not liable for returns that do not reach us.
5.5 Please pack items carefully for the return trip, in their original packaging where possible. Items that arrive back damaged because of insufficient packaging cannot be refunded in full.
6. Change-of-mind returns (30 days)
6.1 Australian and New Zealand law do not give you a general right to return an online purchase because you have changed your mind. We voluntarily offer you a return period of thirty (30) days from the day you receive your order, with no reason required.
6.2 Change-of-mind returns include items that do not fit or that you simply do not like. Please use the size guide and garment measurements on each product page to choose your size.
6.3 During the return period you may try the item on at home as you would in a store. If you go further than that, for example by wearing or washing it, you are liable for the resulting reduction in value.
6.4 The return must be requested in writing within this period, by email to hello@corellalane.com or using the return request form (Appendix A).
6.5 After your return has been approved, you must send the items back within fourteen (14) days to the return address we provide. Return shipping costs are your responsibility.
6.6 The refund is issued only after we have received and inspected the returned items (see section 7).
6.7 The change-of-mind return period does not apply to personalised items or items made to your specifications, or to swimwear, underwear, hosiery and earrings whose hygiene seal or liner has been removed after delivery.
7. Refunds
7.1 Refunds are issued exclusively after receipt and inspection of the returned items at our end.
7.2 During inspection we check that the item is complete, unworn, unwashed and in its original condition with tags attached, and that it matches the item that was delivered.
7.3 If the return does not contain the original item, is incomplete, or the item shows signs of wear, washing, damage or any other unjustified reduction in value, we reserve the right, to the extent permitted by law, to reduce or refuse the refund.
7.4 After a successful inspection, we refund the amount paid for the product within fourteen (14) days to the original payment method. If you return part of an order that received a discount, the refund reflects the price you actually paid for the returned item after discounts.
7.5 How long it takes for the amount to appear in your account depends on your bank or payment provider.
8. Undelivered, uncollected or refused parcels
8.1 We do our best to deliver every order successfully. In some cases the carrier may adjust the delivery, for example by leaving the parcel at a post office or collection point, or by making a further delivery attempt. These decisions are outside our direct control.
8.2 A delivery is considered failed when:
a) the parcel is not collected within the carrier's holding period
b) delivery is refused, including refusal to pay import charges where they apply
c) delivery is not possible because of incorrect or incomplete details
8.3 In these cases, the parcel is returned to the local carrier depot and then to our warehouse. While it is still at the depot, you may request reshipment by paying the shipping cost.
8.4 Once we have received the returned parcel, you can choose between:
a) reshipment against payment of the shipping costs
b) a partial refund of 65 % of the product value
8.5 The amount retained (35 %) covers, to the extent permitted by law, the costs already incurred and not recoverable, in particular international shipping (outbound and return), handling and logistics costs, carrier fees and restocking costs.
8.6 Not collecting or refusing a parcel does not count as a return request. A change-of-mind return requires an express written request within the period stated in section 6 (see also Appendix A).
9. Lost parcels
9.1 If a parcel is confirmed lost in transit because of a carrier or logistics problem that you did not cause, we send you a free replacement. The carrier's confirmation is decisive.
9.2 If the tracking shows delivery to the address you provided, the parcel is deemed delivered. In that case, please first check whether it was left in a safe place, with a neighbour or building manager, or at your local post office or collection point, and then contact us so that we can open an investigation with the carrier. We may ask you to confirm in writing that you have not received the parcel. We resolve the case once the investigation is complete.
10. General provisions
10.1 All returns require our prior approval by email.
10.2 We are not responsible for customs delays, import charges or other government fees.
10.3 Refunds are issued only after receipt and inspection of the items.
10.4 If we suspect misuse of this policy, for example returning different or worn items, unusually frequent returns, repeated damage claims, or false statements, we reserve the right to refuse returns and replacements and to consider legal steps. Only one remedy per item can be issued.
10.5 If there is a problem with your order, contact us first. Opening a chargeback or payment dispute without first contacting us is a breach of our Terms and Conditions. In the event of a chargeback, we provide the payment provider with all relevant evidence, in particular proof of delivery, tracking history and all correspondence. Chargebacks filed for orders that were delivered as described, or for which a refund or replacement has already been issued, will be contested, and we may decline future orders from the same customer.
11. Dispute resolution
If something is not right, please contact our customer service first so that we can find a solution together. Beyond that, you can turn to:
- Australia: the consumer protection agency in your state or territory (for example NSW Fair Trading, Consumer Affairs Victoria or the Queensland Office of Fair Trading), which offers free dispute resolution, or your state or territory's civil and administrative tribunal (for example NCAT, VCAT or QCAT); general information on your rights is available from the Australian Competition and Consumer Commission (www.accc.gov.au/consumers)
- New Zealand: Consumer Protection (www.consumerprotection.govt.nz) or the Disputes Tribunal (www.disputestribunal.govt.nz)
Using these avenues does not affect your right to take the matter to court.
12. Contact and support
If you have questions about this policy or about a return, you can reach us at any time at: hello@corellalane.com
We will look at your request carefully and work with you towards a fair solution.
Appendix A: return request form
(You can copy the lines below into your email to us.)
To: Corella Lane | hello@corellalane.com
I would like to return the following item(s) from my order:
Order number: ___________________________
Item(s) and size(s): ___________________________
Ordered on: ___________________________
Received on: ___________________________
Reason for return: ___________________________
Full name: ___________________________
Delivery address: ___________________________
Date: ___________________________