Return & Refund Policy
Last Updated: August 19, 2026
This Return & Refund Policy applies to purchases made through Fiona & Co. and is intended primarily for customers in Australia.
At Fiona & Co., we want you to feel comfortable shopping with us. If your purchase is not quite right, we offer a 30-day money-back guarantee for eligible change-of-mind returns, starting from the day your order is delivered.
This voluntary 30-day return policy is provided in addition to any rights you may have under applicable consumer law, including rights relating to faulty, damaged, unsafe, incorrectly described, or otherwise non-compliant products.
1. Change-of-Mind Returns
You may request a return within 30 days of receiving your order if you:
- Ordered the wrong size or colour
- Decide the fit or style is not right for you
- Are not completely satisfied with your purchase
- Simply change your mind
For a change-of-mind return to be eligible, the item must be:
- Unworn and unused, other than reasonably trying the item on
- Free from marks, damage, perfume, makeup, or other signs of wear
- Returned with any original tags attached where applicable
- Returned in its original packaging where reasonably possible
We reserve the right to decline a voluntary change-of-mind return where an item has clearly been worn, used, damaged after delivery, altered, washed, or returned in a condition that prevents it from being resold.
2. Faulty, Damaged or Incorrect Items
If your item arrives damaged, defective, incorrect, or significantly different from what you ordered, please contact us as soon as reasonably possible at info@fionaco.com.
Please include your order number and, where helpful, clear photographs showing the issue so that our customer service team can assess the matter quickly.
Where a product does not meet applicable consumer guarantees, you may be entitled to a repair, replacement, refund, or another remedy depending on the nature of the issue.
The 30-day voluntary return period does not limit any rights you may have in relation to faulty or non-compliant products.
Faulty products do not need to be returned in their original packaging in order for you to exercise any rights that apply under consumer law.
3. Non-Returnable Items
For change-of-mind returns, certain products may not be eligible for return for hygiene, safety, or other practical reasons.
Unless faulty or otherwise covered by applicable consumer rights, non-returnable items may include:
- Gift cards
- Items marked as final sale where this is clearly stated before purchase
- Items that have been worn, washed, altered, or damaged after delivery
- Items without required hygiene protection where applicable
These exclusions apply only to voluntary change-of-mind returns and do not remove rights you may have where a product is faulty or otherwise fails to meet applicable consumer guarantees.
4. How to Request a Return
Please do not send a return before contacting us.
To request a return:
- Contact Us: Email info@fionaco.com with your order number and the reason for your return.
- Return Instructions: Our customer service team will review your request and provide the appropriate return instructions and return address.
- Prepare Your Return: Carefully package the item and include any information requested by our team.
- Send Your Return: We strongly recommend using a tracked shipping service and keeping your proof of postage until your return has been completed.
- Inspection: Once the return is received, we will inspect the item and let you know the outcome of your return.
5. Return Shipping Costs
Change-of-Mind Returns
For voluntary returns due to change of mind, incorrect sizing, preference, or dissatisfaction where the product itself is not faulty, return shipping costs are the responsibility of the customer.
Original shipping charges and return postage are generally not refundable for change-of-mind returns, unless otherwise required by applicable law.
Faulty, Damaged or Incorrect Products
Where we confirm that a product is faulty, damaged on arrival, or incorrectly supplied, Fiona & Co. will cover or reimburse reasonable return shipping costs where required.
Please contact us before arranging the return so that we can provide the appropriate instructions.
6. Return Address
Returns must only be sent to the return address provided by our customer service team after your return request has been reviewed.
Our return address may differ from our registered business address depending on the product and fulfilment location.
Please do not send returns to our registered business address unless our customer service team has specifically instructed you to do so.
Returns sent to an unauthorised address may result in delays or difficulty identifying and processing your return.
7. Refunds
Once your return has been received and inspected, we will notify you of the outcome.
If your refund is approved, we aim to process it within 5 business days.
Refunds will normally be issued to the original payment method used for the order, unless another method is agreed or required.
After a refund has been issued, your bank, credit card provider, or payment provider may require additional processing time before the funds appear in your account.
8. Late or Missing Refunds
If you have received confirmation that your refund has been processed but have not yet received the funds, we recommend first checking your bank or payment account.
You may also wish to contact your bank, credit card company, or payment provider, as processing times can vary.
If you have completed these steps and still need assistance, please contact us at info@fionaco.com.
9. Partial Refunds or Declined Change-of-Mind Returns
A voluntary change-of-mind return may be declined or, where appropriate and permitted, receive a reduced refund if:
- The item shows clear signs of wear or use
- The item has been washed, altered, or damaged after delivery
- Parts, accessories, or components are missing for reasons not caused by us
- The return is requested outside our 30-day change-of-mind period
- The item does not otherwise meet the conditions of our voluntary return policy
This section does not limit any remedy you may be entitled to where a product is faulty or fails to meet an applicable consumer guarantee.
10. Exchanges
The easiest way to exchange an item is generally to return the original item in accordance with this policy and place a new order for the preferred size, colour, or product.
If you need assistance with an exchange, please contact us at info@fionaco.com.
11. Order Cancellations
If you wish to cancel or change an order, please contact us as quickly as possible after placing it.
We recommend contacting us within 1 hour of placing your order. After this point, cancellation cannot be guaranteed because your order may already have entered processing or fulfilment.
To request a cancellation, email info@fionaco.com and include your order number.
If an order can no longer be cancelled, you may still be able to request a return after delivery in accordance with this Return & Refund Policy.
12. Australian Consumer Rights
Our 30-day money-back guarantee is a voluntary policy offered by Fiona & Co. and is separate from any rights or remedies that may apply under the Australian Consumer Law or other applicable consumer protection laws.
Where applicable, consumer guarantees may provide rights to a repair, replacement, refund, or other remedy where goods are faulty, unsafe, not of acceptable quality, not fit for purpose, or do not match their description.
Nothing in this policy is intended to exclude, restrict, or modify a right or remedy that cannot legally be excluded.
13. Contact Information
If you have questions about a return, refund, exchange, or order cancellation, please contact us using the details below.
Store Name: Fiona & Co.
Legal Company Name: Seta Services
Chamber of Commerce Number: 92397379
VAT Number: NL004950717B85
Email: info@fionaco.com
Phone: +61 2 9037 3833
Business Address: Damstraat 10, 2265 AH Leidschendam, The Netherlands
We aim to respond to customer enquiries as quickly as possible, generally within 24 hours on business days.
Fiona & Co.