Return Policy

Last updated: 24-10-2025

At EB Collective, we aim to provide high-quality products and a transparent return process.
 This policy outlines your rights and obligations under both our store policy and the Australian Consumer Law (ACL).

1. Change of Mind Returns (14 Days)

We offer a 14-day change of mind return period from the date you receive your order.
 If you simply change your mind, you may return your item provided that:

  • The product is unused, unwashed, unworn, and in original condition with all tags and packaging intact.

  • You obtain a Return Authorisation (RA) by emailing info@matildasydney.com within 14 days of delivery.

  • The product is returned to our supplier’s warehouse in China (address provided upon approval).

  • Return shipping costs, customs fees, and import duties are the sole responsibility of the customer.

  • You use a tracked and insured shipping method and provide proof of tracking.

Refunds for change of mind returns will be processed within 14 business days of receiving and inspecting the returned goods. Refunds exclude original shipping costs and may be subject to a restocking fee of up to 20% if the return requires additional handling or repackaging.

Please note: Returns will not be accepted if items show signs of wear, washing, damage, or tag removal.

2. Faulty, Damaged or Incorrect Items (We Pay the Return Costs)

If your order arrives faulty, damaged, or incorrect, you are entitled to a repair, replacement, or full refund under the Australian Consumer Law.

In this case:

  • Contact us at info@matildasydney.com within 7 days of receiving your order, with clear photos showing the issue.

  • Once approved, EB Collective will cover the full return shipping cost or arrange collection where possible.

  • You do not need to return the item to China unless instructed by us.

  • Refunds or replacements will be processed within 14 business days after we receive and verify the item.

3. Return Address (International Returns)

All authorised returns must be sent to our supplier’s warehouse in China.
 The exact address will be provided after your return is approved.

Please note that international returns may take longer to process due to customs clearance and international transit times.

4. Multiple-Size Ordering Policy (To Prevent Excessive Returns)

To ensure fair use of our return policy and reduce waste, EB Collective implements the following measures:

  • Size limit per style: Customers may order a maximum of two (2) different sizes per style per order.

  • Excessive multiple-size orders may be cancelled, delayed, or subject to a restocking fee.

  • Repeat multiple-size returners may have future orders declined or restricted at our discretion.

  • We provide detailed size charts and fit guides to help you choose the right size before ordering.

  • Items ordered in multiple sizes with the clear intent of returning most of them are not covered under change of mind returns and may be refused.

These measures are designed to promote responsible purchasing and reduce unnecessary shipping emissions and handling costs.

5. Responsibility for Shipping and Lost Parcels

  • The customer is fully responsible for return shipping costs and ensuring the parcel is properly packaged and addressed.

  • We are not responsible for lost parcels or items marked as “delivered” by the courier when returning under the change of mind policy.

  • For faulty-item returns where EB Collective provided prepaid postage, we will assume responsibility for the shipment.

  • Incorrect address details provided by the customer are the customer’s responsibility. Notify us within 24 hours of placing your order if an error was made.

6. Refund Timeline

All refunds will be processed within 14 business days of receiving and approving your return.
 Refunds will be issued to your original payment method.
 You will receive a confirmation email once your refund has been processed.

7. Your Rights under Australian Consumer Law (ACL)

Nothing in this policy limits your rights under the Australian Consumer Law.

8. Contact Us

For all return or refund enquiries, or to request a Return Authorisation (RA), contact us at:
 Email: info@matildasydney.com
 Business name: EB Collective
 Address: Geurdeland 17 G, 6673 DR Andelst, The Netherlands

9. Updates to This Policy

We may update this Returns & Refund Policy from time to time. The latest version will always be available on our website, and the “Last updated” date will indicate when the policy was last revised.