Refund policy

We have a 14-day return policy, which means you have 14 days from the date of delivery to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, unopened, and in its original packaging. You’ll need to provide your order number and a brief description of the issue. Photos may be requested where applicable.

HOW TO START A RETURN

To initiate a return, email returns@mydearwinston.com. 

If your return is approved, we’ll send you instructions on how and where to send your package. Returns must be mailed within 5 business days of approval. Please send returns to:

My Dear Winston
5/42 Jetty Road
Brighton, South Australia, 5048

Important: Returns must be approved before being sent. Items sent without prior approval will not be accepted.

Due to the nature of our lip care products, we’re unable to accept returns or exchanges on any opened or used items.

REFUNDS & REPLACEMENTS

We offer refunds or replacements in the following cases:

  • The item arrived damaged
  • You wrong product was received
  • Your order never arrived

To be eligible, you must:

  • Submit your return request within 14 days of delivery
  • Include your order number and supporting photos if applicable

If approved, your refund will be processed to your original payment method, or a replacement will be shipped at no cost.

We’ll notify you once your return has been received and inspected. Approved refunds will be issued within 10 business days.Please allow additional time for your bank or credit card provider to post the refund.

If more than 15 business days have passed since we confirmed your return, contact us at hello@mydearwinston.com.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@mydearwinston.com.

Please note: Requests submitted after the 14-day window may not be eligible for return.

EXCHANGES

We don’t offer direct exchanges but we do have a simple workaround.

If your product is still sealed and unused, you’re welcome to request a return within 14 days of delivery. Once approved, you can place a new order for the correct item you prefer at your convenience.

This keeps the process quick and seamless on both sides.

NON-REFUNDABLE ITEMS

We’re unable to accept returns or exchanges for:

  • Opened or used lip balms
  • Change-of-mind purchases
  • Returns on sale items or gift cards
  • Return requests submitted after 14 days from delivery
  • Items returned without prior approval

PRE-ORDERED PRODUCTS

Pre-orders follow the same return policy. The 14-day window for return requests begins on the day your order is delivered.

STORE CREDIT

Store credits never expire and can be used until the full balance is redeemed.

DAMAGES AND ISSUES

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or incorrect, so we can evaluate the issue and make it right.

NEED HELP?

Still have questions? You can always contact us at hello@mydearwinston.com.