Refund policy

Returns and Exchanges

Our promise

If you change your mind for any reason, you have 14 days from the day your order arrives to return eligible items to us. To be accepted, pieces must come back to us in their original condition — unworn, unwashed, undamaged, and with all original tags still attached.

What can be returned

Full-priced items
Eligible for a full refund, less the return shipping fee and any original shipping paid.

Sale items
Anything bought on sale or during a sale event can be returned for store credit or exchange only. Store credit is issued for the amount you paid at the time of purchase, less any original shipping.

Preloved & Final Sale
Pieces marked *Preloved* or *Final Sale* are a final commitment — no returns, exchanges, or refunds, unless the item arrives faulty.

Easy exchanges

For full-priced items (excluding Preloved), we offer simple size and product exchanges within 14 days of delivery.

To process an instant exchange, you'll enter your card details so we can place a temporary hold for the value of your new item. You're only charged if your original item doesn't reach us within 14 days of you submitting the request. Once submitted, your exchange is dispatched within the next 24 business hours — so your new size or piece is on its way without the wait.

Please note all exchanges are handled as instant exchanges through our returns portal.

Return costs

A $10 return shipping label fee applies for returns within Australia. Exchanges and store credits receive a label free of charge, unless the item was purchased on sale.

How it works

1. Lodge your return through our Returns Portal Second Sand Studio Returns Portal — returns can only be accepted when lodged here
2. We'll email your return address and full instructions once your request is approved.
3. Once your return reaches us, please allow up to 5 business days for it to be checked and processed.

A few things to know

- Items must be returned within  14 days of delivery and lodged through our returns portal.
- Everything must come back unworn, unwashed, unaltered, and with tags attached. If a care or brand tag has been removed, the piece can no longer be returned.
- Pieces returned with noticeable signs of wear may incur a cleaning or repair fee of $50 or more, deducted from your refund or store credit. If a piece can't be restored, it will be returned to your original delivery address.
- Original shipping charges aren't refunded, except where an item is faulty.
- Returns are accepted with proof of purchase only.
- Returns that don't meet these conditions may not be accepted and may be sent back at the customer's expense.
- International duties and taxes prepaid at checkout are non-refundable on returned items.

Duties & taxes (international returns)

Any duties or taxes we've paid to clear your delivery are non-refundable when you return an item. You may be able to recover these directly by contacting your local customs authority or a customs broker.

Faulty or incorrect items

If your order arrives with a fault or you've received the wrong item, please lodge it through our Second Sand Studio Returns Portal — returns can only be accepted when lodged here and include a photo of the issue. Once confirmed, we'll cover the return shipping with a free label and make it right.

Goods are considered faulty if they arrive damaged or develop a manufacturing fault within six months of purchase. Damage caused by general wear and tear isn't classed as a fault. If you bought your piece from one of our authorised stockists, please reach out to them directly.

We extend genuine care and trust to every customer, and we ask for the same in return. Where a return is found not to be made in good faith, we may decline future orders to keep things fair for our makers and our community.

We're here to help

Have a question about your return or exchange? Email us anytime at hello@secondsandstudio.com.au — we'd love to help.

With love, from Minjerribah / Terrangee.