Customer care

AUSTRALIAN RETURNS

We want you to be happy with your RICARDA purchase. Eligible Australian online orders may be returned under the following conditions:

Purchase Type	Return
Full Price Items	Refund or Credit Note. Credit notes valid for 12 months from the order date.
Sale & Promotional Code Items	Credit Note only. Credit notes valid for 6 months from the order date.
Final Sale Items	No returns, refunds or exchanges, unless faulty.

Returns Procedure

Please contact us within 14 days of receiving your order to request a return and advise the reason for your return and whether you would prefer a refund or credit note.

If your return is eligible, we will provide a link to lodge your return online and create a prepaid Australia Post return label. Attach the label securely to your parcel and lodge it at any Australia Post Office. Please retain your lodgement receipt and tracking number.

Eligible Australian returns are free to send back to us. Original shipping charges will be deducted from your refund or credit note unless the item is deemed faulty.

Online orders must be returned by post to our Customer Care team. We do not accept in-store returns or refunds at our Claremont store unless authorised in advance by our Customer Care team. Where authorised, the item/s must be received at our Claremont store within 5 days of the return request.

Return Conditions

To be eligible for a return:

• Items must be returned within 14 days of receiving your order.
• Items must be unworn, unwashed, unaltered and undamaged, with all original tags attached and in their original packaging.
• You must contact us before returning an item to receive return authorisation.
• We do not offer exchanges. If you require another size or item, please return the eligible item and place a new order.
• Sale and promotional code items are eligible for a credit note only.
• Final Sale items cannot be returned unless faulty.
• For hygiene reasons, lingerie and earrings cannot be returned unless faulty.
• Discounts cannot be retrospectively applied or refunded on orders placed before a promotion.

Christmas Returns

Full price items purchased between 10 December and 24 December may be returned for a refund up to 10 January. Eligible returns received after this date will be issued as a credit note. This policy does not affect your statutory rights.

Refunds

Please allow up to 5 working days from receipt of your return for processing. Refunds will be issued to the original payment method, less any applicable delivery charges. Debit and credit card refunds must be processed to the card used for the original purchase. If the original card has been cancelled and we are unable to process the refund, we will issue a credit note.

International customs duties and sales taxes are not refundable through RICARDA. You may be able to recover these directly from your local customs authority.

Faulty Items

If you believe you have received a faulty item, please contact us within 7 days of receiving your order. We will assess the item and determine the appropriate solution, which may include a refund, exchange or store credit. Assessment may take several weeks if we need to contact the supplier or manufacturer. This policy does not exclude or replace your rights under applicable consumer law.

Credit Notes

Credit notes issued for full price items are valid for up to 12 months. Credit notes issued for sale items are valid for 6 months, subject to the conditions above.

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INTERNATIONAL ORDERS

We do not accept returns on orders shipped outside Australia, except where required by applicable law, including the statutory rights outlined below for eligible European Union consumers.

If you are an international customer, please contact our team at customerservice@ricarda.com.au before purchasing if you require assistance with sizing, product information or any other questions.

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EUROPEAN UNION – RIGHT OF WITHDRAWAL

If you are a consumer residing in the European Union, you have a statutory right to withdraw from your online purchase within 14 days without giving a reason.

The withdrawal period expires 14 days after the day on which you, or a third party nominated by you other than the carrier, receives the goods.

To exercise this right, you must notify us within the 14-day withdrawal period by submitting our EU Withdrawal Form or contacting our Customer Care team with a clear statement that you wish to withdraw from your purchase.

Once we receive your request, we will acknowledge it and provide return instructions.

Returning Your Goods

You must return the goods without undue delay and no later than 14 days after notifying us of your withdrawal. The deadline is met if you dispatch the goods before the 14-day period expires. Unless otherwise required by applicable law, you are responsible for the cost of returning the goods. We recommend using a tracked shipping service, as you remain responsible for the goods until we receive them.

Condition of Returned Goods

You may inspect and handle the goods only as reasonably necessary to establish their nature, characteristics and functioning, as you would in a physical retail store.

Where permitted by law, we may reduce your refund to reflect any diminished value caused by handling beyond what is reasonably necessary.

Items should be returned:

• unworn and unused;
• with all original tags attached;
• in their original packaging where reasonably possible; and
• with any accessories supplied with the item.

Refunds

If you validly exercise your right of withdrawal, we will reimburse payments received for the goods, excluding return delivery charges. Refunds will be made using the original payment method unless otherwise expressly agreed. We may withhold reimbursement until we have received the returned goods or you provide satisfactory evidence that they have been returned, whichever occurs first.

Exclusions

The statutory right of withdrawal does not apply where excluded by applicable law, including:

• goods made to your specifications or clearly personalised;
• sealed goods unsuitable for return for health protection or hygiene reasons once unsealed; and
• other goods or services exempt under applicable consumer protection legislation.