Return & Refund Policy
We want you to love what you order — but if something's not quite right, we're happy to help.
Our 30-Day Return Window
You have 30 days from the day you receive your item to request a return.
To be eligible for a return, your item must be:
- Unworn and unused, in the same condition you received it
- Still attached with the original tags
- In its original packaging
- Accompanied by your receipt or proof of purchase
How to Start a Return
To start a return, contact us at support@reloura.com
If your return is approved, we'll send you instructions on how and where to send your package. Please don't send an item back before requesting a return first — items sent to us without a return request will not be accepted.
Return shipping costs are the customer's responsibility for change-of-mind returns. If your item is faulty, damaged, or arrived incorrect, we cover the return shipping cost — see Damages and Issues below. There's no restocking fee on any approved return.
Have a question about your return? You can always reach us at support@reloura.com
Order Cancellations
Changed your mind before your order has shipped? Email us at support@reloura.com as soon as possible and we'll do our best to cancel it. Because we process orders quickly — usually within 1–3 business days — we can only guarantee a cancellation if your order hasn't been dispatched yet. Once it's shipped, you're welcome to return it under the policy above instead.
Damages and Issues
Please inspect your order as soon as it arrives. If an item is defective or damaged, or if you've received the wrong item, contact us within 30 days of delivery so we can look into it and make it right — we'll cover the cost of return shipping in these cases.
Exceptions / Non-Returnable Items
A few types of items can't be returned:
- Earrings and pierced jewellery, for hygiene reasons
- Swimwear, if the hygiene liner has been removed
- Final sale or clearance items, clearly marked as such at checkout
- Gift cards
If you're unsure whether a specific item qualifies, just get in touch — we're happy to check for you.
Exchanges
The quickest way to get the right item is to return what you have, and once that return is approved, place a new order for the item you'd prefer. This way, you're not waiting on a return to process before your new piece is on its way.
Your Rights Under Australian Consumer Law
Nothing in this policy limits or replaces your rights under the Australian Consumer Law. In addition to the return options above, you may be entitled to a repair, replacement, or refund where a product is faulty, not fit for purpose, or significantly different from how it was described — regardless of whether it falls within our 30-day return window.
Refunds
Once we've received and inspected your return, we'll let you know whether your refund has been approved. If approved, we process your refund within 1–2 business days. From there, how quickly it lands back in your account depends on your bank or card provider — this can take a few additional business days on their end, and it's outside our control.
If more than 10 business days have passed since your return was approved and you still haven't seen your refund, please reach out to us at support@reloura.com
Contact Information
Business name: Reloura
Business address: 2 / 290 Boundary St, Spring Hill QLD 4000 Australia
Phone: +61 7 2146 4903
Email: support@reloura.com
Customer service hours: Mon–Fri: 9:00 AM–9:00 PM | Sat–Sun: 10:00 AM–4:00 PM
We aim to respond to all enquiries within 24 hours.