Refund policy
Returns & Cancellations Policy
At Once Dear, we carefully curate pre-loved and vintage luxury pieces, each with its own history and character. Due to the nature of our products, signs of previous use, age and wear are to be expected.
All Sales Are Final – Change of Mind
Please choose carefully before completing your purchase.
Once an order has been placed and payment has been completed, we do not accept cancellations, returns, exchanges or refunds for change of mind, including where:
- you have changed your mind after purchasing;
- the item does not fit or suit you as expected;
- you no longer want or need the item;
- you find the same or a similar item elsewhere at a lower price; or
- you did not carefully review the product description, measurements, condition report or photographs before purchasing.
We strongly encourage you to review all product photographs, descriptions, measurements and condition information carefully before placing your order. If you require additional information about an item before purchasing, please contact us.
Pre-Loved & Vintage Condition
Unless expressly stated otherwise, the items sold by Once Dear are pre-owned and, in many cases, vintage.
As such, items may display signs of age and previous use, including but not limited to scratches, scuffs, rubbing, creasing, discolouration, staining, tarnishing, fading, hardware wear, interior wear, shape changes or other imperfections consistent with their age and previous use.
We make every reasonable effort to accurately photograph and describe the condition of each item and to highlight significant signs of wear known to us. However, minor signs of wear may not always be individually identified or visible in photographs.
Variations and signs of wear that have been clearly disclosed in the product description, condition report or photographs should be considered part of the item’s disclosed condition at the time of purchase.
By completing your purchase, you acknowledge that you are purchasing a pre-owned item and have reviewed the available photographs, description, measurements and condition information.
Faulty, Damaged or Significantly Misdescribed Items
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.
If you believe that an item has a major problem, has arrived with significant damage that was not disclosed before purchase, or is materially different from its description, please contact us as soon as reasonably possible after receiving your order.
Please provide your order number, a description of the issue, and clear photographs showing the relevant condition or damage so that we can assess the matter.
Where applicable, Once Dear will provide a remedy in accordance with the Australian Consumer Law.
Normal signs of age or previous use that were disclosed before purchase, or that are reasonably consistent with the item’s disclosed age and condition, are not considered a change-of-condition issue simply because the item is pre-owned or vintage.
Returned Items
Where a return is accepted or required under applicable law, the item must be returned with reasonable care and, where applicable, with the same accessories and inclusions supplied with the item.
Once Dear reserves the right to inspect a returned item to determine whether the reported issue existed at the time the item was supplied.
We are not responsible for damage caused to an item after delivery through misuse, accidental damage, improper handling, alteration, repair, cleaning or other treatment by the customer or a third party. Consumer remedies may not apply where the problem was caused by the customer’s misuse or damage to the item.
Order Cancellations
Orders cannot generally be cancelled for change of mind once they have been placed. Please carefully check your order, delivery details and product information before completing checkout.
This policy does not limit any rights you may have under the Australian Consumer Law.
Questions Before Purchasing
We want you to feel confident about your purchase. If you would like additional photographs, measurements or information about the condition of an item, please contact us before placing your order. You may reach us through our Instagram (@shoponcedear)
Purchasing pre-loved and vintage pieces means embracing their individual history and character. We encourage every customer to carefully review the listing and make an informed decision before purchasing.