Refund policy

RETURNS & EXCHANGES POLICY

We want you to love your BUTR & MILK pieces. If you're not completely satisfied, we're here to help with either refund or exchange where applicable.

Australia: Returns accepted within 14 days of delivery, does not guarantee a refund or exchange until garments have been inspected and confirmed to be in sellable condition.
International: Returns accepted within 14 days of delivery, does not guarantee a refund or exchange until garments have been inspected and confirmed to be in sellable condition.
EXCLUDES ITEMS PURCHASED DURING A SALE.

To qualify for a refund or exchange:

Items must be unused, unworn, in it's original condition and bought at full price.
All tags, labels and packaging must be intact.
Sale items are non-refundable and non-creditable but can be exchanged for an alternative size or colour of the same item if stock is available.
End of an Era Sale is excluded for any refund, credit or exchange. We cannot refund, return or exchange any items bought on sale during the End of an Era sale as we have no additional stock on hand to exchange for you. If your item is faulty, we will refund you the amount paid for the product however, will not refund any shipping fees, taxes, import or duty fees. Please note each garment is assessed twice before it is shipped and we retain a list of all known product faults. A photo of the fault will need to be provided and assessed.

Returns AUSTRALIA: Each order placed that is over $130 AUD in BUTR & MILK goods (excludes shipping, import, taxes or duty fees) will receive 1 complimentary doorstep pickup for a return or exchange (original packaging, access to a printer and tape are required).

If an exchange is made and you (the consumer) wish to make further exchanges or request a refund, the return shipping fees must be paid by you (the consumer) - further details here.
Returns anywhere outside of Australia: Currently all returns outside of Australia must be arranged and paid for by the consumer including taxes and duty where applicable. Sendle offer a consumer friendly service with doorstep pickup and competitive pricing.

Initiate your return via our Returns Portal or email us here. When emailing us, please confirm your order number or tracking details.
Package the item securely in its original packaging, including your order number and contact details on a plain piece of paper.
For complimentary returns, we will email you your shipping label which you can print off on a standard printer on A4 paper, cut neatly and tape onto the box.
For consumer paid returns, visit your preferred shipping provider (we like Sendle for its ease), book your shipment and follow the directions provided by the courier to ensure your parcel is prepared correctly for shipping.

End of an Era Sale is excluded for any refund, credit or exchange.

Refunds are processed to the original payment method within 5-10 business days of receiving the returned item back to the brand. Please note that your payment method (bank, buy now pay later provider or other) may hold funds for a set amount of time before releasing them to you. This is standard process and is out of our control. Please speak to your bank if you're concerned.
Shipping costs, duties, and taxes are non-refundable.
Refunds can only be made to the method used to shop the items originally. If you have lost or cancelled your bank card or payment method, received a new card or payment method or for any other reason cannot accept funds back to the same payment method, the refund cannot be processed. No refunds will be made to a payment method which was not the original payment method and includes but is not limited to; directly to a bank account or made in cash.

Exchanges are subject to stock availability at the time of exchange.
If the desired item is unavailable, a refund will be issued (this excludes sale items).

Customers are responsible for return shipping costs.
Duties, taxes, and VAT are non-refundable.
We recommend using a trackable shipping service.
For consumer paid returns, visit your preferred shipping provider (we like Sendle for its ease), book your shipment and follow the directions provided by the courier to ensure your parcel is prepared correctly for shipping.

If you receive a faulty item:

Contact us at hello@butrandmilk.com.au with your order number and photos of the fault.
We will assess and, if approved, offer a replacement or refund.

Returns for orders paid via any buy now pay later (BNPL) provider such as, AfterPay or ZipPay, will follow the standard return process.
If applicable, refunds will be processed to your buy now pay later (BNPL) account and will not be made directly to you.

For any questions or concerns, please reach out: