RETURNS & EXCHANGES
Refunds, Returns & Exchanges
We want you to feel confident purchasing from Chaleese, whether online or in-store. If you are unsure about sizing, colour or fit, please speak to our team before purchasing. We are happy to help you choose the right piece.
Important: This page outlines our change-of-mind policy and how we handle faulty or incorrect items. Nothing in this policy limits your rights under the Australian Consumer Law.
Online Orders – Change-of-Mind Returns
A change-of-mind return includes situations where you:
- Ordered the wrong size
- Changed your mind
- Don’t like the fit
- No longer need the item
Return Window (Online Orders Only)
You must request your return within 21 days of the delivery date (as shown on carrier tracking).
Once approved, your parcel must be lodged with a tracked carrier within:
- 7 days (Australia)
- 14 days (International)
Returns requested outside this timeframe are not eligible for change-of-mind returns.
In-Store Purchases
All in-store purchases are considered final once payment is completed, as customers have the opportunity to try garments on before purchasing.
At our discretion, we may offer an exchange or store credit within 7 days of purchase, provided the item is returned in original condition with proof of purchase.
Refunds are not provided for change-of-mind in-store purchases.
Return Resolution (Online Orders – Change of Mind)
Store Credit (E-Gift Card) – Default Option
Eligible online change-of-mind returns are issued as a Chaleese E-Gift Card for the value of the returned item(s), excluding original shipping.
- Valid for 3 years from date of issue
- Not redeemable for cash
- Valid on future purchases only
- Cannot be applied to previous orders
Exchanges
Exchanges for size or colour are available, subject to stock availability.
- One exchange per original order
- If further changes are required after an exchange, store credit will be issued
- If your requested exchange item is unavailable, store credit will be provided
Shipping & Fees (Online Change-of-Mind)
- Return shipping is the customer’s responsibility
- Original shipping and any priority or rush fees are non-refundable
- Returns must be sent with tracking
- Chaleese is not responsible for items lost or damaged in transit for change-of-mind returns
Return Eligibility Conditions (Change of Mind)
To be eligible for a change-of-mind return, items must be:
- Unworn and unwashed
- Free from makeup, fake tan, deodorant, perfume, smoke or other odours
- With all original tags attached
- Returned with all accessories and packaging
- Shoes returned in their original box (where supplied)
- Safely packaged to prevent transit damage
If these conditions are not met, we may reject the return and send it back at your expense, or offer store credit with a reasonable deduction where appropriate.
Items Not Eligible for Change-of-Mind Returns
- Final Sale or Clearance items marked “Final Sale”
- Items altered, worn to an event, damaged, repaired or used commercially
- Hygiene-sensitive items (e.g. earrings, undergarments) unless faulty
Sale items not marked Final Sale are eligible for store credit only.
Laundering / Cleaning
Please take care when trying on your garment.
If a returned item has minor marks (for example makeup or tan) but can be professionally restored, we may accept the return and apply a $50 cleaning fee, deducted from store credit.
If the item is heavily marked, worn or cannot be restored to original condition, the return will be declined and sent back to you.
Faulty or Incorrect Items (Online & In-Store)
If you believe you have received an incorrect item or an item with a manufacturing fault, please contact us as soon as reasonably possible with your order number, a description of the issue and clear photos.
Under Australian Consumer Law, you are entitled to a remedy if an item has a major or minor failure.
- If the failure is major, you are entitled to choose a refund or replacement.
- If the failure is minor, we may choose to repair or replace the item within a reasonable time.
Where a fault or incorrect item is confirmed, we will reimburse reasonable return postage costs.
Damage caused by normal wear and tear, misuse, accidental damage or failure to follow care instructions is not considered a manufacturing fault.
Processing Times
- Returns are processed within 3 business days of arrival
- Store credit is issued via email once approved
- Refund processing times may vary depending on your payment provider
Returns Address & Contact
Chaleese
1/1000 Ann Street
Fortitude Valley QLD 4006
Australia
Email: info@chaleese.com