Refund policy

Return & Refund Policy

Every order from Evoreller comes with a straightforward promise: if a purchase doesn't work out, sending it back costs you nothing and your refund starts moving the day you post it. This page explains exactly how that works. Evoreller is an Australian-operated online business serving customers exclusively in the United Kingdom, and all transactions are processed in British Pounds (GBP, £).

1. Contact Information

Store Name: Evoreller
Business Address: 50 Radburn Rd, Hebersham NSW 2770, Australia
Email: info@evoreller.com
Phone: +61 414 532 631
Customer Service Hours: Monday to Friday 9:00 AM – 5:00 PM (AEST); Saturday and Sunday 11:00 AM – 4:00 PM (AEST)

We aim to answer every message within 24 business hours.

2. Where Orders Ship From and Where Returns Go

Evoreller is operated as a sole trader from New South Wales, Australia, and orders are prepared and dispatched to the United Kingdom by our fulfilment and logistics partners. Because of this, the address your parcel ships from is not the same as our registered business address. Returns work the other way: they travel internationally from the United Kingdom to our business return address — Evoreller Returns, 50 Radburn Rd, Hebersham NSW 2770, Australia. Please always contact us before sending anything back, because every return needs the prepaid label we supply (explained in Section 4). A parcel posted without it can't be matched to your order as quickly, and you would be paying postage that we would otherwise cover.

3. Your 30-Day Return Window

You have 30 days from the date your order is delivered to ask for a return, for any reason at all. This sits on top of your statutory rights as a UK shopper: under UK online-shopping regulations you have a 14-day cooling-off period from the day you receive your items to tell us you want to cancel, and a further 14 days after that to send the items back. Our 30-day window is deliberately wider than the statutory minimum, so in practice the 30 days is the number to remember.

To qualify for a full refund, the item needs to come back in the condition it arrived in: unworn, unwashed, unaltered and undamaged, with its tags attached and its original packaging included. Have your order number to hand when you contact us — it's the proof of purchase we work from.

4. How to Start a Return

Send an email to info@evoreller.com with your order number and a short note about why you're returning the item. If the item arrived damaged, faulty or different from what you ordered, attach a couple of clear photos so we can see the problem and put it right without any back-and-forth. Our team will reply within 24 business hours and email you a prepaid DHL return label. We can't tuck the label inside your original parcel, because orders are dispatched by our fulfilment partners rather than from our Australian office — it always arrives by email after you contact us.

Once you have the label, print it, pack the item securely, fix the label to the outside of the parcel and hand it in at your nearest authorised DHL drop-off point. Keep the drop-off receipt: the tracking number on it is what starts your refund.

5. Return Shipping Costs: £0.00

Returning an item to Evoreller is completely free for customers in the United Kingdom. We pay the entire UK-to-Australia DHL return charge on every eligible return — there is no postage cost to you, no restocking fee, no handling deduction, no minimum order value and no cap. This applies whether the item was faulty, the wrong item arrived, or you simply changed your mind. Please use the prepaid label we send rather than arranging your own courier; if you do post it yourself, we can only reimburse standard tracked postage against a receipt.

One separate matter to be aware of: UK import VAT and carrier handling fees that may have applied when your original order entered the United Kingdom are charged by HM Revenue & Customs and the carrier, not by us, and we're not able to refund them. Section 4 of our Shipping Policy explains these charges in full.

6. Refund Processing

Because your return travels internationally, we don't make you wait for the parcel to reach Australia. Your refund is triggered as soon as you give us valid, trackable proof of postage — normally the DHL drop-off scan — and is processed back to your original payment method within 14 days of that proof or of the parcel arriving, whichever comes first. A refund released on proof of postage remains conditional on the item arriving in the condition described in Section 3; once the parcel reaches us it goes through a manual check and we confirm the outcome by email. Your bank or card provider may need a few extra days to show the money on your statement.

7. Exchanges

We don't run a direct swap service. If you'd like a different size, colour or style, return the original item through the free process above and place a fresh order on our website whenever suits you — the refund and the new order run independently, so you're never waiting on one to start the other.

8. Order Cancellations

Changed your mind before the parcel leaves? Email info@evoreller.com and, provided the order hasn't been dispatched, we'll cancel it and refund you in full within 3–5 business days. Once an order is on its way it can't be recalled mid-journey, but you can return it after delivery under the 30-day process, or exercise the 14-day cooling-off right described in Section 3.

9. Items We Can't Accept Back

We don't operate hidden exclusion lists — every item in our catalogue can be returned within the 30-day window. What we can't accept is an item that no longer meets the condition requirements in Section 3: worn, washed, altered or damaged goods, or items returned without their tags and original packaging. If a returned item fails inspection we'll contact you by email to talk through the options before anything else happens.

10. Your Consumer Rights

Nothing in this policy reduces or replaces your statutory rights. As a customer in the United Kingdom you are protected by the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which give you additional rights where goods are faulty, misdescribed or bought online. Evoreller's terms are governed by the laws of New South Wales, Australia, but those terms never limit the UK statutory protections that apply to your purchase.