Refund policy

30-Day Return Policy

We want you to love your purchase! If you are not completely satisfied, you may return your item within 30 days of receiving your order.

Return Conditions:

  • Items must be unworn, unwashed, and in their original condition with all tags attached.

  • Return requests must be made within 30 days of delivery.

  • Customers are responsible for return shipping costs.

  • Refunds will be processed back to the original payment method once the returned item has been inspected and approved.

Please Note:

  • We do not accept returns for items marked as final sale, customised/personalised items, or gift cards.

  • Items must be returned in protective packaging to prevent damage in transit.

  • Returns that do not meet these conditions may not be accepted.

How to Start a Return


How to Start a Return

We aim to make the return process as smooth as possible. If you would like to return an item, please follow these steps:

Step 1: Contact Us

Email us at [Your Email Address] within 30 days of receiving your order. Please include:

  • Your full name

  • Your order number

  • The item(s) you wish to return

  • Reason for the return

  • Clear photos if the item is damaged or faulty

Step 2: Wait for Approval

Once we receive your return request, we will review it and provide you with the return shipping address and further instructions within 1-2 business days.

Step 3: Return the Item

Carefully package the item and send it back using a trackable shipping method. Customers are responsible for return shipping costs unless the item is faulty or incorrect.

Step 4: Refund or Exchange

Once your return is received and inspected, we will process your refund, store credit, or exchange as agreed.

NO EXCHANGE OR REFUND ON ANY SALE ITEMS.

NO REFUND ON WRONG SIZE SELECTION

Please choose carefully when purchasing the clothing items as change of mind returns will not be accepted.

Damages and issues

We take great care in ensuring your items are carefully inspected and packaged before dispatch. However, if you receive a damaged, defective, or incorrect item, we sincerely apologise for the inconvenience.

What to Do:

  • Please inspect your order upon receiving it.

  • If you notice any damage, defects, or receive the wrong item, contact us within 7 days of delivery with:

    • Your order number

    • Clear photos of the item and the issue

    • A brief description of the problem

Our Commitment:

  • We will review your request promptly and offer one of the following:

    • A replacement (if stock is available)

    • A refund

    • Store credit

Please Note:

  • Claims made after 7 days of delivery may not be accepted.

  • Damages caused by misuse, washing errors, or general wear and tear are not covered under this policy.

  • Items must be returned in their original, unworn condition with tags attached.

If you have any concerns, we’re here to help and ensure your satisfaction with every purchase.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

Refund Process:

  • If your return is approved, your refund will be processed to your original payment method within 5-7 business days.

  • Please note that original shipping fees are non-refundable.

  • Refund processing times may vary depending on your bank or payment provider.

Please Note:

  • Items must meet our return conditions: unworn, unwashed, with original tags attached.

  • We do not offer refunds on:

    • Final sale items

    • Customised or personalised items

    • Gift cards

  • If the item is returned in an unsuitable condition, we may not be able to process your refund.


If more than 15 business days have passed since we’ve approved your return, please contact us at sitrah.au@outlook.com.

Exchanges

We understand that sometimes sizing or preferences may not be quite right. We’re happy to offer exchanges under the following conditions:

Conditions for Exchange:

  • You must contact us within 7 days of receiving your order to request an exchange.

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

  • Customers are responsible for all shipping costs associated with exchanges (both returning the original item and sending the new item).

  • Exchanges are subject to stock availability.

Please Note:

  • We do not offer exchanges for change of mind on items that are clearly marked as final sale or non-returnable.

  • We recommend checking the size guide carefully before purchasing, as size-related exchanges are based on availability.

  • If your preferred size or style is not available, we can offer a store credit instead.

If you would like to request an exchange, please contact us with your order number and exchange details. We’re here to help make the process as smooth as possible!


European Union 14 day cooling off period

 
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.