Return Policy
Last updated: 6 July 2026
At Scott & Wilson Sydney, customer satisfaction is very important to us. We carefully select our products and work with trusted fulfilment partners to deliver your order as smoothly as possible.
We understand that, in some cases, you may wish to return an item. This Return Policy explains when returns are accepted, how the return process works, and what conditions apply.
For any questions about a return, please contact us first at:
Email: may05@use.startmail.com
1. Our Fulfilment Model
Scott & Wilson Sydney works with a direct-from-supplier fulfilment model. This means that some products are shipped directly from our international suppliers rather than from a local warehouse.
This allows us to offer a wider product range while reducing unnecessary overstock, storage waste, and excess handling.
Because certain items are shipped directly from our supplier, returns may need to be sent to the return address provided by our supplier. In some cases, this return address may be located outside your country of residence, including in China.
Please do not send any items back before contacting us and receiving return instructions.
2. Return Request Period
You may request a return within 30 days after receiving your order.
A return request can only be submitted after the item has been physically delivered to you.
To request a return, please email us at:
Please include the following information in your email:
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Your order number
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Your full name
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The item you wish to return
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The reason for your return request
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Clear photos, where relevant
Once your request has been reviewed and approved, we will provide you with the correct return instructions and return address.
Returns sent without prior approval may not be accepted.
3. Return Conditions
To be eligible for a return, the item must meet the following conditions:
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The item must be unused, unworn, unwashed, and undamaged.
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The item must be returned in its original condition.
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All original labels, tags, packaging, and accessories must still be attached or included.
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The item must not show signs of wear, washing, perfume, stains, damage, or alteration.
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Trying an item on is allowed, but wearing it for actual use is not.
We reserve the right to refuse a return if the item does not meet these conditions.
4. Valid Return Reason Required
A valid reason is required for every return request.
Examples of valid return reasons may include:
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You received the wrong item.
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The item arrived damaged.
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The item has a clear manufacturing defect.
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The item is significantly different from what was described.
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There is an issue with the size, fit, or quality that has been reported clearly and within the return period.
Please note that ordering multiple sizes or variants with the intention of returning part of the order is not encouraged. As we work with international fulfilment partners, unnecessary returns create additional shipping costs, delays, and environmental impact.
5. Non-Returnable Items
For hygiene and safety reasons, certain items cannot be returned unless they are unopened, unused, and still in their original sealed packaging.
Non-returnable items may include:
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Underwear
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Swimwear
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Jewellery
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Personal care items
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Beauty or hygiene-related products
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Items that have been used, washed, worn, or damaged
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Items without original tags or packaging
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Final sale or clearance items, unless there is a valid defect or fulfilment issue
This does not affect your rights where an item is defective, damaged, or incorrectly supplied.
6. Return Shipping Costs
Unless the item is defective, damaged, or incorrect due to an error on our side, return shipping costs are the responsibility of the customer.
This may include:
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International return shipping costs
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Customs fees
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Import duties
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Handling charges
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Carrier fees
The item must be returned to the return address provided by us after your return request has been approved.
The customer is responsible for safely shipping the return and keeping proof of shipment.
We strongly recommend using a shipping method with track & trace. Without tracking information or proof of delivery, we may not be able to process your return.
7. Alternative Resolution
Because international returns can be expensive and time-consuming, we may offer an alternative solution where appropriate.
Depending on the situation, this may include:
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A partial refund
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A discount code
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A replacement item
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Another mutually agreed solution
Any alternative resolution must be agreed by email before the item is returned.
Please always contact us first at:
8. Damaged, Defective, or Incorrect Items
If there is an issue with your order, such as a defective item, damaged item, incorrect size, incorrect product, or visible quality problem, please contact us within 14 days after receiving your order.
Please include:
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Your order number
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A clear description of the issue
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Clear photos of the product
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Photos of the packaging, where relevant
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A photo of the shipping label, where relevant
We need this information to assess the issue and contact our fulfilment partner where necessary.
Without clear photos and a description of the issue, we may not be able to approve a return, replacement, or refund.
Once we have reviewed your request, we will work with you to find a suitable solution as quickly as possible.
9. Refunds
Refunds are processed only after the returned item has been received and inspected at the approved return address.
Once the return has been received and approved, we will issue the refund to your original payment method within 14 days.
Please note:
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Original shipping costs are not refundable, unless required by applicable law or unless the issue was caused by an error on our side.
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Return shipping costs are not refundable, unless agreed otherwise by email.
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Refund processing times may vary depending on your bank, card provider, or payment provider.
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Items that do not meet our return conditions may be refused or only partially refunded.
10. Order Cancellations
Once an order has been placed, it may enter processing quickly. Because we work with automated fulfilment and supplier-based shipping, we cannot always cancel an order after it has been submitted for processing.
If you need to make a change or request a cancellation, please contact us as soon as possible at:
We will do our best to assist, but cancellation is not guaranteed once the order has entered processing or has already been shipped.
If your order has already been shipped, please wait until the item has been delivered and then contact us to discuss the available return options.
11. Chargebacks and Payment Disputes
If you have a question, concern, or problem with your order, please contact us first so we can help resolve the issue.
Opening a chargeback or payment dispute before contacting us may delay the resolution process, as payment providers often require additional investigation time.
We are committed to helping customers with order issues, delivery concerns, defective items, and other valid complaints in a fair and reasonable way.
12. Lost Packages and Incorrect Addresses
The customer is responsible for providing a complete and correct shipping address at checkout.
If you notice an error in your shipping address, please contact us within 24 hours after placing your order at:
We will do our best to update the address before processing, but we cannot guarantee changes once the order has entered fulfilment.
Please note:
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We are not responsible for failed delivery caused by an incorrect or incomplete address provided by the customer.
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We are not responsible for packages marked as delivered by the carrier to the address provided at checkout.
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If tracking shows that a package has been delivered, we recommend contacting the carrier directly for further delivery details.
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If a package is returned to sender due to an incorrect address, additional shipping costs may apply.
13. Contact Information
For return requests or questions about this Return Policy, please contact us at:
Scott & Wilson Sydney
Email: may05@use.startmail.com
Customer service hours: Monday–Friday, 9:00 AM–5:00 PM