Return Policy

At Steve & Karen Sydney, we do everything we can to keep our customers satisfied. However, there may be times when you wish to return a product. Below, we clearly explain our return policy. If you are unsure about anything, please contact us first at info@stevekarensydney.com.

1. How We Operate

Steve & Karen Sydney operates using a direct-from-supplier model. To reduce waste and minimize CO₂ emissions, we do not maintain large inventories. Products that are not held in stock are shipped directly from our supplier located in China. As a result, returns must also be sent to our supplier’s return address in China.

2. Return Period and Registration

  • You may request a return within 14 days of receiving your item by contacting info@stevekarensydney.com.

  • A return request may only be submitted after you have physically received the item.

  • Please always include your order number and a valid reason for the return.

  • Once your request has been reviewed and approved, we will provide you with the return address of our supplier.

3. Conditions

  • A valid reason for the return is always required.

  • Items must be unused, unwashed, undamaged, and in their original condition, with all tags and labels attached.

  • Trying on an item is permitted; wearing it is not.

  • Sale items cannot be returned without a valid reason.

  • Intentionally ordering multiple sizes with the purpose of returning part of the order is not permitted.

  • Certain products are excluded from returns for hygiene reasons, including underwear, swimwear, and jewelry, unless they remain unopened and unused.

4. Return Costs and Process

  • Return shipping costs are entirely the responsibility of the customer, including international shipping fees and any customs charges.

  • Items must be returned to our supplier’s return address in China.

  • The customer is responsible for arranging and paying for the return shipment.

  • We strongly recommend using a shipping method with tracking information. Without proof of shipment, we may be unable to process your return.

5. Customer-Friendly Alternative Solution

  • Because international returns can be expensive and time-consuming, we are happy to explore a suitable alternative solution with you, such as a partial refund or discount.

  • Any alternative solution will be agreed upon mutually via email.

  • Please always contact info@stevekarensydney.com before returning any item.

6. Incorrect, Defective, or Damaged Items

If there is an issue with your order, such as an incorrect size, poor fit, damage, or quality concern, please email us within 14 days of receiving your order.

Please include:

  • Clear photos of the issue

  • A detailed description of the problem

Without photos and a description, we may not be able to process your request or provide a refund or replacement. Once we receive the required information, we will work with you to find an appropriate solution as quickly as possible.

7. Refunds

  • Refunds can only be issued after the returned item has been received and approved at the return address in China.

  • Once approved, the purchase amount will be refunded within 14 days via the original payment method.

  • Original shipping costs are non-refundable.

8. Cancellations

  • Orders cannot be cancelled once they have been placed and entered into processing.

  • A refund request or chargeback may not be initiated before the item has been delivered and received.

  • If you have a question or issue regarding your order, please contact info@stevekarensydney.com before opening a chargeback or refund request.

9. Liability

  • We are not responsible for lost packages if the tracking information shows that the package has been delivered to the address provided by the customer.

  • Providing an incorrect shipping address is the responsibility of the customer.

  • Any address corrections must be reported within 24 hours of placing the order by contacting info@stevekarensydney.com.