Return & Refund Policy
Paul & Jenny Sydney
At Paul & Jenny Sydney, we strive to ensure that every customer is satisfied with their purchase. However, we understand that in some cases you may wish to return an item. Please read our return policy carefully before initiating a return.
By placing an order on our website, you agree to the terms outlined below.
1. Eligibility for Returns
To qualify for a return, the following conditions must be met:
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Items may only be returned after they have been physically received by the customer.
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Return requests must be submitted within 14 days of delivery.
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Items must be unused, unworn, unwashed, undamaged, and in their original condition.
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All original tags and labels must still be attached.
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Trying on items is permitted, but items must not be worn beyond fitting purposes.
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Orders placed in multiple sizes with the intention of returning part of the order are not accepted as a standard practice.
We reserve the right to refuse returns that do not meet these conditions.
2. Non-Returnable Items
For hygiene and safety reasons, certain items may not be eligible for return (such as intimate garments, swimwear without hygiene seals, or final sale items). These exclusions will be clearly stated on the product page where applicable.
3. Return Process
To initiate a return:
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Contact us at info@pauljennysydney.com within 14 days of receiving your order.
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Include your order number, full name, and reason for return.
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Once approved, you will receive the return address of our international supplier.
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Ship the item back at your own expense.
Important:
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Return shipping costs are fully the responsibility of the customer, including international shipping fees and any customs or import charges.
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We strongly recommend using a track & trace shipping method, as we are not responsible for lost return shipments without tracking confirmation.
4. International Returns
As Paul & Jenny Sydney operates with international fulfillment partners, returned items may need to be sent to our supplier's warehouse (which may be located outside Australia).
Customers are responsible for:
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International shipping costs
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Customs declarations
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Import duties or clearance fees
Failure to properly declare the return package may result in delays or rejection.
5. Refunds
Once the returned item has:
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Arrived at the designated return address
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Been inspected
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Approved as meeting our return conditions
We will process your refund within 14 business days.
Refunds will be issued via the original payment method used at checkout.
Please note:
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Shipping costs are non-refundable.
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Processing times may vary depending on your bank or payment provider.
6. Order Changes & Address Responsibility
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Customers are responsible for providing the correct shipping address at checkout.
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If an incorrect address is entered, this is the responsibility of the customer.
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Address changes must be requested within 24 hours of placing the order. After this time, we cannot guarantee modifications.
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We are not responsible for packages marked as delivered according to the tracking information.
7. Lost or Damaged Items
If your item arrives damaged or incorrect, please contact us within 48 hours of delivery with clear photos and your order number. We will review the case and provide a suitable resolution.
8. Contact Us
If you have any questions regarding returns, please contact:
Paul & Jenny Sydney
📧 Email: info@pauljennysydney.com
Our customer support team will respond as soon as possible.