Refund policy

Last updated: October 7, 2026

This policy explains how returns, exchanges and refunds work at Meg's Story. It covers two different situations: sending something back because you changed your mind, and sending something back because it is faulty, damaged or not what you ordered. The second situation is protected by the Australian Consumer Law, and nothing in this policy limits that protection.

Returns at a glance

Return window: 30 days from delivery. Request your return by email before you send anything.
Condition: unworn, with all tags still attached, in the original packaging.
Return postage, change of mind: paid by you and not refunded. We recommend a tracked service.
Return postage, faulty, damaged or incorrect item: paid by us.
Return address: our returns centre overseas, sent to you once we approve your return.
Restocking or administration fee: none.
Refund: within 7 business days of receiving and inspecting your return, to your original payment method, in AUD.
Exchanges: a different size or colour on request, subject to stock.
Cancellations: free of charge until your order has shipped.

Business days are Monday to Friday, excluding Australian national public holidays.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These guarantees apply on top of everything in this policy. They are not limited to 30 days, and they do not depend on whether you still have the tags or the packaging. Our 30-day change-of-mind returns are something we offer in addition to them; they do not replace or shorten your rights. Nothing in this policy excludes, restricts or modifies those rights.

1. Change-of-mind returns

If something doesn't suit you, you can request a return within 30 days of delivery, counted from the day your order is delivered. You don't have to give a reason, although it helps us to know what didn't work.

2. Condition of returned items

To be accepted as a change-of-mind return, an item must be:

unworn, unwashed and undamaged
returned with all tags still attached
in its original packaging

Trying something on at home, the way you would in a fitting room, is fine. Please try shoes on indoors on a clean surface, put them back in their shoebox, and pack the shoebox inside a shipping bag or box so the shoebox itself stays undamaged.

For hygiene reasons, we cannot accept change-of-mind returns of clothing that has been worn outside or washed, clothing with marks from make-up, deodorant or perfume, or shoes that have been worn outdoors. If an item reaches us in that condition, we email you with photos, explain why, and agree the next step with you before anything is decided.

These conditions apply to change-of-mind returns only. They never apply to an item that is faulty, damaged or incorrect (see section 7).

3. How to return an item

Email info@megstory.com within 30 days of delivery with your order number, the item or items you want to return, and whether you would like a refund or an exchange.
We reply within 24 hours on business days. Once we approve your return, we send you the address of our returns centre overseas.
Pack the item securely in its original packaging.
Send the parcel to the address in our approval email, preferably with a tracked service, and keep your proof of postage.

Please don't send anything back before we have approved your return. We can only process returns sent to the address in our approval email.

4. Return postage and the return address

For change-of-mind returns, you pay the return postage and it is not refunded. We recommend a tracked service. That way you can follow your parcel and show that it was sent.

Our returns centre is overseas, not in Australia, so international postage rates apply. Once we approve your return, we send you the address of our returns centre overseas. Please never send a return to our registered address in the Netherlands. It is not a returns address, and returns sent there cannot be processed.

If your item is faulty, damaged or incorrect, we pay the return postage (see section 7).

We do not charge a restocking fee or any administration fee.

5. Refunds

Once your return reaches our returns centre, we inspect it and email you the outcome. Approved refunds are made within 7 business days of receiving and inspecting your return, to your original payment method, in Australian dollars (AUD). Your bank may then take a further 5–10 business days to show the refund in your account.

Shipping on your original order was free, so there is no shipping charge to refund or to deduct.

6. Exchanges

Exchanges for a different size or colour are available on request, subject to stock, within the same 30 days and on the same conditions as a return. Email info@megstory.com with your order number and the size or colour you would like. Return postage for an exchange works the same way as for a change-of-mind return; we send the new item to you free of charge. If the size or colour you want is not in stock, you can choose a refund instead.

7. Faulty, damaged or incorrect items

Please check your order when it arrives. If an item is faulty, was damaged in transit, or is not what you ordered, email info@megstory.com with:

your order number
a short description of the problem
photos of the whole item, a close-up of the fault or damage, the care label, and the packaging with its shipping label

We cover all costs, including return postage, and will repair, replace or refund the item. If the problem is a major failure, you choose whether you receive a replacement or a refund.

We do not set a deadline of our own for reporting a fault. Telling us soon after delivery helps us resolve things with the carrier or supplier more quickly, but it is a request, not a condition. Your rights under the Australian Consumer Law last for as long as is reasonable for the item.

8. Cancelling an order

You can cancel your order free of charge as long as it has not yet shipped. Email us as soon as possible. Include your order number in your email. If your order has not shipped, we cancel it and refund you in full to your original payment method. If it has already shipped, you can return it under section 1 once it arrives.

9. Lost or undelivered parcels

Your order is our responsibility until it is delivered. If a parcel goes missing, we investigate with the carrier and resolve it with you. Our Shipping Policy explains what to do if a parcel is late, missing or shown as delivered when it hasn't reached you.

10. Changes to this policy

We may update this policy from time to time. The version on this page on the day you place your order applies to that order. Changes never reduce your rights under the Australian Consumer Law.