Refund policy

We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a change-of-mind return.

Return eligibility

To qualify for a change-of-mind return, your item must:

  • Be in new condition, unworn, unused, unwashed and unaltered.

  • Have all original tags attached.

  • Have all hygiene stickers attached and intact, where supplied.

  • Be free from stains, makeup, fake tan, deodorant marks, perfume, other odours and damage.

  • Be returned in its original packaging.

  • Be accompanied by a receipt or other proof of purchase.

Please try on swimwear over underwear and leave all hygiene stickers in place.

How to request a return

Email hello@altasophia.com with your order number and the items you would like to return.

Once your return is accepted, we will send you a return shipping label and instructions for sending your package. Please request approval before sending a change-of-mind return, as unapproved returns may not be accepted.

Returns should be sent to:

Alta Sophia
2/20 Saturn St
Newcomb VIC 3219
Australia

For any return questions, please contact hello@altasophia.com.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If an item is faulty, damaged or incorrect, contact hello@altasophia.com as soon as possible with your order number, a description of the issue and, where possible, photos.

We will assess the issue and provide a repair, replacement, refund or other remedy as required by applicable consumer law. We will cover reasonable return postage costs for confirmed faulty, damaged or incorrect items.

The 30-day limit and requirements concerning new condition, tags, hygiene stickers and original packaging do not apply to claims under your statutory consumer rights.

Exceptions

We do not accept change-of-mind returns on:

  • Sale items.

  • Gift cards.

  • Custom-made or personalised items.

  • Items that do not meet our return eligibility requirements, including swimwear with removed or damaged hygiene stickers.

These exclusions do not affect your rights where an item is faulty, damaged, incorrectly supplied or otherwise fails to meet applicable consumer guarantees.

Exchanges

To exchange a size, colour or style, please request a return for your original item. Once your return is approved, you can place a separate order for the replacement item, subject to availability.

European Union customers

Where European Union consumer law applies to your purchase, you may have the right to cancel an online order within 14 days of receiving it, without giving a reason, subject to applicable statutory exceptions.

Email hello@altasophia.com to exercise this right. Statutory cancellation and refund rights take precedence over any conflicting conditions in our change-of-mind policy.

Refunds

We will notify you once we have received and inspected your return and confirm whether your refund has been approved.

Approved refunds will be issued to your original payment method within 10 business days, or sooner where required by law. Your bank or payment provider may take additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact hello@altasophia.com.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for reasonably foreseeable loss or damage. For other failures, you are entitled to have the goods repaired or replaced as required by law.