Returns Policy

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At Sterling & Co. Melbourne, we do everything we can to keep our customers happy. Still, there may be times you'd like to return a product. Below, we've clearly explained our returns policy. We're happy to help — if you have any questions, please contact us first at support@shopsterlingco.com.

1. How we operate

Sterling & Co. Melbourne works with a direct-from-supplier shipping model. To reduce waste and limit our carbon footprint, we don't hold large stock ourselves: items are shipped directly from our supplier when not already available locally. This means returns also need to be sent to our supplier's return address.

2. Return window and request

You can request a return within 30 days of receiving your item by emailing support@shopsterlingco.com.

You can only request a return after you have physically received the item.

Please always include your order number and a valid reason for the return in your request.

Once approved, we'll send you the return address to use.

3. Conditions

A valid reason for return is always required.

Items must be unused, unwashed, undamaged, and in their original condition, with all tags still attached.

You're welcome to try items on, but not wear them.

Sale items can't be returned without a valid reason.

Knowingly ordering multiple sizes with the intention of returning some of them is not permitted.

Certain items are excluded from return for hygiene reasons (such as underwear, swimwear, and jewellery), unless they are still sealed and unused.

4. Return costs and process

Return shipping costs are the customer's responsibility, including international shipping and any customs charges that may apply.

The item must be sent back to our supplier's return address.

You are responsible for the shipping, related costs, and tracking of your return.

We always recommend using a trackable shipping method — without proof of postage, we're unable to process the return.

5. Alternative solution

Because international returns can be costly and time-consuming, we're happy to discuss an alternative solution with you (such as a partial refund or a discount), to be agreed by email.

We always encourage you to contact us first at support@shopsterlingco.com before returning any item.

6. Faulty, incorrect, or damaged items

If something isn't right with your order — for example the size, fit, or quality — please email us within 30 days of receiving your item with clear photos and a detailed description of the issue. Without photos and a description, we're unable to process the claim and no right to a return or refund applies. With this information, we'll work to find a suitable solution as quickly as possible.

7. Refunds

A refund can only be issued once the item has been received and approved at our supplier's return address. Once approved, we'll refund your purchase within 14 business days using your original payment method. Original shipping costs are non-refundable.

8. Cancellations

Orders can't be cancelled once they have been placed and entered processing. A refund request or chargeback can't be opened before the item has actually arrived and been received. If you have a question or issue with your order, please contact us first at support@shopsterlingco.com rather than opening a refund request or chargeback straight away.

9. Liability

We're not responsible for lost parcels where tracking shows the item was delivered to the address provided by the customer.

An incorrectly entered address is the customer's responsibility.

Any address errors must be reported within 24 hours of placing the order by emailing support@shopsterlingco.com.

Nothing in this policy limits any consumer guarantee you have under the Australian Consumer Law that cannot be excluded.