At IONA, we want you to love every purchase. If you’re not completely satisfied, we offer a 14-day refund policy and a 28-day return for store credit policy, in line with Australian Consumer Law.
1. Eligibility for Returns
1.1. Items must be unworn, unwashed, in original condition, with all tags and packaging intact.
1.2. Final Sale items are not eligible for refunds unless faulty.
1.3. Under Australian Consumer Law, you are entitled to a refund, repair, or replacement if your item is faulty, significantly different from its description, or does not perform as expected.
2. How to Initiate a Return
To start a return, please send us an email at iona@ionasydney.com stating:
- Order Number
- The item (s) you want to return
- Method of return: refund or store credit
We will send you the return label. The returns cost for Australia is $12 and will be deducted from your refund or store credit amount.
*Please note that for international orders, return shipping costs and arrangements are the responsibility of the customer. We strongly recommend using a tracked shipping service, as IONA Sydney cannot be held responsible for returns that are lost or undelivered in transit. Refunds can only be processed once the returned item has been received by IONA Sydney.
3. Return Shipping
3.1. Return shipping costs are the responsibility of the customer, and original shipping fees are non-refundable. Return shipping costs will be deducted from your refunded or store credit amount.
3.2. If you self-ship, we recommend using a tracked shipping method. IONA is not responsible for lost returns without tracking.
3.3. Returns for refunds must be sent within 14 days of receiving your order. Returns for store credit must be sent within 28 days. Late returns will not be accepted.
4. Inspection & Approval
4.1. Once we receive your return, we will inspect the item to ensure it meets our return eligibility criteria.
4.2. You will receive an email confirmation once your return has been approved or declined.
5. Refund Process
5.1. Refunds will be issued to the original payment method.
5.2. Please allow up to 14 business days for processing. The time taken for funds to appear in your account depends on your financial institution.
6. Exclusions
Hygiene-sensitive items: For health and safety reasons, intimates, swimwear, and earrings cannot be returned or exchanged unless faulty.
7. EU Consumer Rights
If you are located in the European Union, you may have additional rights under EU consumer law, including a 14-day right to cancel an online purchase without providing a reason. Return shipping costs are the responsibility of the customer. Once your return is received and inspected, we will process your refund in accordance with applicable consumer law, including any required refund of standard original delivery costs. Nothing in this policy limits your statutory consumer rights.
8. Contact Us
For any questions or assistance, please reach out to our customer support team at iona@ionasydney.com