Refund policy

Last updated: August 2026

We want you to love what you ordered. If something's not right, here's how returns work — kept as simple as we can make it.

Our 30-day return window

You have 30 days from the day your order arrives to request a return. To be eligible, items need to be:

  • Unworn, unwashed and unused
  • In original condition with all tags attached
  • In the original packaging where possible

One note on footwear: please try boots on indoors on a clean surface. We can't accept returns on shoes with signs of outdoor wear.

How to start a return

  1. Email us at info@carlyjames-noosa.com with your order number and what you'd like to return.
  2. We'll reply within 1 business day with your return approval and the correct return address for your item.
  3. Post it back using a tracked service — we can't take responsibility for return parcels that go missing in the post.

Please don't send anything back before contacting us. Returns that arrive without approval can't always be matched to an order, and that slows down your refund.

Who pays return shipping?

Return postage is at your expense if you've simply changed your mind or need a different size. If the item is faulty, damaged, or not what you ordered, that's on us — we'll cover the return cost, or in many cases won't ask for the item back at all.

Your refund

Once your return arrives and we've checked it over, we'll email you to confirm. Approved refunds go back to your original payment method within 5–10 business days. Your bank might take a few extra days to show it — that part's out of our hands, sorry!

Exchanges

Need a different size? The quickest way is to return the original for a refund and place a fresh order. If you'd rather do a direct swap, just mention it when you email us and we'll let you know if it's possible for your item.

Faulty, damaged or wrong item?

Email us within 7 days of delivery with your order number and a photo. No forms, no fuss — we'll sort a replacement or full refund quickly.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under Australian Consumer Law. Our goods come with guarantees that can't be excluded, including your right to a replacement or refund for a major failure.

Questions?

Email: info@carlyjames-noosa.com
Phone: +61 480 008 405
Customer service hours (AEST): Mon–Fri 9:00am–6:00pm, Sat–Sun 10:00am–5:00pm