Returns Policy

Every order is packed by hand from our Sydney warehouse. We stand behind the quality of every piece we ship.

What we accept returns on

We accept returns or exchanges if:

• The item arrives faulty or damaged (manufacturing defect, hole, broken zip, etc.)
• You received the wrong item (incorrect product, size, or colour from what you ordered)

What we don’t accept

We do not accept returns or refunds for:

• Change of mind (including ordering the wrong size, colour, or style)
• Items that have been worn, washed, or had tags removed
• Sale items, Last Chance items, or Gift Cards — all final sale

We’re a small Australian boutique with limited stock. Please read the Size Guide carefully before ordering, or email us if you’re between sizes — we’ll help you pick.

How to lodge a faulty or wrong-item claim

1. Email theunknownchildren.au@gmail.com within 7 days of delivery with your order number, a clear photo of the issue, and a brief description.
2. We’ll respond within 48 hours with return instructions.
3. Once we receive and inspect the item, we’ll issue a replacement (if stock is available) or a full refund to your original payment method within 5 business days.

Damaged in transit

If your parcel arrives damaged, please email us photos of both the packaging and the items within 48 hours of delivery so we can lodge a claim with the courier.

Return shipping

For approved faulty or wrong-item returns, we cover the cost of return shipping. We’ll either send you a prepaid label or reimburse the return postage.

Your statutory rights

Nothing in this policy limits your rights under the Australian Consumer Law. Goods come with guarantees that cannot be excluded — you are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.

Questions?

Email theunknownchildren.au@gmail.com. We answer every message ourselves, usually within 24–48 hours.