Return & Refund Policy

Important: Please read this Return & Refund Policy carefully before placing your order.

Amber & Lane is based in Sydney, Australia, but our designated returns warehouse is located in China. All approved returns must be shipped to our designated warehouse in China, using the return address provided by our customer service team.

By placing an order with Amber & Lane, you acknowledge and agree that any return may require international shipping to China and that you are responsible for the associated international return shipping costs for returns, regardless of your country of residence.

By completing your purchase, you also acknowledge and agree to this Return & Refund Policy and our Terms of Service.

At a glance

• Return requests for change-of-mind purchases must be submitted within 30 days of delivery.

• Returns must meet the eligibility conditions outlined below.

• Our designated returns warehouse is located in China.

• All approved returns must be shipped to the return address provided by our customer service team.

• International return shipping costs to China are the customer's responsibility for change-of-mind returns.

• Refunds are processed only after the returned item has been received and inspected at our designated returns warehouse.

• By placing an order, customers acknowledge and accept these international return arrangements.

1. Cancellations

Orders may be cancelled free of charge only if they have not yet been processed or dispatched.

To request a cancellation, email info@amberandlane.com as soon as possible with your order number.

We aim to process orders within 1–3 business days. Because orders can enter processing shortly after being placed, we cannot guarantee that a cancellation request can be completed before dispatch.

Once an order has been dispatched, it cannot be cancelled under our voluntary cancellation policy. After receiving the order, you may request a return in accordance with this policy.

2. Change-of-mind returns

We accept eligible change-of-mind returns when the return is requested within 30 days of the delivery date shown by the carrier's tracking information.

To be eligible for a change-of-mind return:

• The item must be unworn, unused and unwashed.

• The item must be returned in its original condition.

• All original tags must remain attached.

• The item must be free from perfume, deodorant, makeup, fake tan, pet hair, stains, alterations or other signs of wear or use.

• Where reasonably possible, the item should be returned with its original packaging.

For hygiene reasons, lingerie, underwear, swimwear and opened beauty or personal-care products cannot be returned for change of mind returns.

All eligible change-of-mind returns must be shipped to our designated returns warehouse in China, unless we expressly provide alternative instructions.

Customers are responsible for all international return shipping costs associated with returns.

These costs may vary depending on the customer's location, the parcel's weight and dimensions, and the shipping provider selected.

We reserve the right, to refuse a change-of-mind refund or reduce the refundable amount where an item has been used, worn, damaged, altered or otherwise returned in a condition that materially reduces its value.

3. Faulty, damaged or incorrect items

If you believe you have received a faulty, damaged or incorrect item, please contact us as soon as reasonably possible at info@amberandlane.com with your order number and a description of the issue.

We may request photographs or other reasonable information to help us assess the problem and determine the most appropriate solution. Providing this information can significantly speed up the process.

Depending on the circumstances, this may include a repair, replacement or refund.

4. How to return an item

To start a return:

1. Email info@amberandlane.com with your order number, the item(s) you wish to return and the reason for your return.

2. Our customer service team will provide the applicable return address in China and the relevant return instructions.

3. Unless otherwise agreed or required by applicable law, the parcel must be sent within 14 days after we provide the return instructions.

4. For change-of-mind returns, customers must arrange and pay for international return shipping to our designated warehouse in China.

5. We strongly recommend using a tracked shipping service and retaining your tracking number and proof of postage.

6. Once the return has arrived at our designated returns warehouse, it will be inspected before any refund is approved.

Do not return parcels to the sender address shown on the original package unless we specifically instruct you to do so.

Returns must be sent to the return address provided by our customer service team.

Amber & Lane cannot guarantee that parcels sent to an unauthorised or incorrect address can be located, processed or refunded.

5. International returns – China warehouse

Amber & Lane operates from Sydney, Australia, while our designated returns warehouse is located in China.

All approved returns must be sent to our designated returns warehouse in China, unless our customer service team expressly provides alternative instructions.

Customers acknowledge the following international return conditions when placing an order:

• Returns may require international shipping to China, regardless of the customer's country of residence.

• Amber & Lane does not operate a domestic returns facility in Australia.

• For change-of-mind returns, all international return shipping costs are the responsibility of the customer.

• International shipping costs may vary depending on the customer's location, the parcel's weight, dimensions and the selected shipping provider.

• Customers are responsible for arranging and paying for the return shipment to our designated warehouse in China.

• International return shipping costs are not reimbursed for returns.

• Return parcels must be shipped to the exact address provided by our customer service team.

• Refunds for eligible returns are processed only after the parcel has been successfully delivered to our designated returns warehouse and the returned items have passed inspection.

Customer acknowledgement and agreement

By placing and completing an order with Amber & Lane, customers acknowledge and agree that:

1. They have been informed that our designated returns warehouse is located in China.

2. They understand that returning an item may require international shipping to China.

3. They accept responsibility for arranging and paying for international return shipping in the event of a change-of-mind return.

4. They understand that international return shipping costs may be higher than domestic return shipping costs.

5. They understand that approved change-of-mind refunds are subject to the returned item being received and inspected at our designated returns warehouse.

6. They agree to follow the return instructions and use the designated return address provided by our customer service team.

Please note: Returns must not be sent to an Australian address or to the sender address shown on the original parcel unless expressly authorised by our customer service team.

6. Responsibility for return parcels

For change-of-mind returns, the customer remains responsible for the parcel until it has been successfully delivered to our designated returns warehouse in China.

We strongly recommend using a tracked international shipping method.

Amber & Lane is not responsible for change-of-mind return parcels that are lost, misdirected or not delivered to the designated returns address, except where applicable law provides otherwise.

Proof of postage alone does not constitute proof that a return was received by us.

Tracking showing successful delivery to our designated returns address may be used as evidence of delivery.

Customers should retain their shipping receipt and tracking information until their return has been fully processed.

7. Return inspection

All returned items may be inspected before a refund is approved.

For change-of-mind returns, we may decline the return or make an appropriate deduction from the refund, where permitted by law, if the returned item shows signs of wear, washing, damage, alteration, misuse or other handling beyond what would reasonably be necessary to inspect the item.

Items returned to us that are not eligible for a change-of-mind refund may, where practicable, be returned to the customer.

Additional shipping costs may apply.

8. Refunds

Once an eligible return has been received and inspected, we aim to process the approved refund within 3 business days.

Refunds are issued to the original payment method wherever possible.

After a refund has been processed by us, banks and payment providers may require an additional 3–10 business days for the funds to appear in your account. These processing times are outside our control.

For eligible change-of-mind returns:

• We refund the amount paid for the returned item.

• International return shipping costs to our warehouse in China are not reimbursed.

• Any original shipping charges are not refunded.

• Refunds are subject to successful delivery of the returned item to our designated warehouse and completion of the return inspection.

Amber & Lane does not charge restocking or administration fees for eligible returns.

9. Promotions, discounts and bundled orders

If an item was purchased using a discount, promotional offer or bundle deal, any refund will be based on the amount actually paid for the returned item.

If returning part of a multi-item promotion means the remaining items no longer qualify for the original promotional discount, we may recalculate the order and adjust the refund accordingly, where permitted by law and consistent with the terms of the promotion.

Discount codes and promotional benefits themselves have no cash value and are not refundable.

10. Refused and unclaimed deliveries

Customers are responsible for providing accurate delivery information and, where applicable, collecting or accepting their parcel.

If an order is returned to us because it was refused, unclaimed, or could not be delivered due to an incorrect or incomplete address supplied by the customer, we may deduct reasonable costs actually incurred as a result from any amount otherwise refundable, where permitted by law.

11. Questions and return requests

For all return, refund and order enquiries, contact:

info@amberandlane.com

Please include your order number so we can assist you efficiently.

Our customer service team will provide the appropriate return instructions and the designated warehouse return address in China.

If you have not received a response, please check your spam or junk folder before contacting us again.

Amber & Lane — Sydney, Australia