Returns & Refunds
Last updated: August 2026
Key information
| Return window | 30 days from delivery |
| Refund processing time | Within 5 business days of receiving your return |
| Return shipping costs | Paid by you for change of mind; paid by us if the item is faulty or wrong |
| Restocking fee | None |
| Exchanges | Available, contact us to arrange |
| Cancellations | Free of charge before dispatch |
At Willa Melbourne we want you to be happy with what you receive. If something is not right, you may return eligible items within 30 days of delivery.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights. The returns period described below is offered in addition to them.
1. Change of mind
You have 30 days from the day you receive your order to request a return. To be eligible the item must be:
- unworn, unwashed and unused, with all original tags attached;
- in its original packaging and in resalable condition;
- accompanied by proof of purchase (your order number or confirmation email).
For change-of-mind returns the cost of return postage is paid by you. We recommend a tracked service, as we cannot be responsible for parcels lost on the way back to us.
2. Faulty, damaged or incorrect items
If an item arrives faulty, damaged or is not what you ordered, contact us as soon as you can, with your order number and a photo of the problem. We do not apply a cut-off to this: the consumer guarantees under the Australian Consumer Law last for a period that depends on the product, and nothing in this policy shortens them. Where there is a failure covered by the consumer guarantees:
- Major failure, you choose between a refund or a replacement, and you may claim compensation for any other reasonably foreseeable loss.
- Minor failure, we will repair the item, replace it or refund you within a reasonable time.
When a return is the result of our error or a faulty product, we pay the return postage and you are not out of pocket.
3. How to start a return
- Email support@willamelbourne.com with your order number and the reason for the return.
- We reply within 24 hours (Monday to Friday) with the return address and instructions.
- Please do not send anything back before you receive that address, as returns sent to the wrong warehouse cannot be processed.
4. Refunds
Once your return arrives and is checked, we process the refund within 5 business days. Refunds are issued to the original payment method. Depending on your bank it can take a further 3 to 10 business days to appear on your statement. We do not charge restocking fees and we do not deduct anything from the refund other than the original outbound shipping if it was paid separately.
5. Items that cannot be returned
- Items that have been worn, washed, altered or damaged after delivery.
- Underwear, swimwear and other hygiene-sensitive items where the hygiene seal has been removed.
- Gift cards.
This exclusion does not apply where the item is faulty or not as described, your consumer guarantee rights always apply.
6. Cancellations
Orders can be cancelled free of charge before dispatch. Email us as soon as possible and we will stop the order if it has not yet left the warehouse. Once dispatched, the returns process above applies.
7. Contact
Store name: Willa Melbourne
Company name: Elevate Ecom Limited
Registered address: Unit 1603, 16/F, The L. Plaza, 367-375 Queen's Road Central, Sheung Wan, Hong Kong
Company registration number: 80663230
Phone: +61 7 5619 5272
Email: support@willamelbourne.com
Who you are buying from
Store name: Willa Melbourne
Company name: Elevate Ecom Limited
Registered address: Unit 1603, 16/F, The L. Plaza, 367-375 Queen's Road Central, Sheung Wan, Hong Kong
Company registration number: 80663230
Email: support@willamelbourne.com
Phone: +61 7 5619 5272
Customer service: Monday to Friday 9:00 am to 5:00 pm (AEST), Saturday 12:00 pm to 5:00 pm (AEST)
Response time: within 24 hours on business days
Seller: Elevate Ecom Limited, Hong Kong (company registration number 80663230). Advertising: Elevan Media LLC, United States. Customer orders and returns are handled by Willa Melbourne on behalf of the seller.