Buying clothes online means you can’t try them on first. This page explains our change-of-mind returns, and what happens if a piece is faulty, damaged or not what you ordered.
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.
Change of mind
If a piece isn’t right for you, you can return it for a refund. Please email us with a return request within 15 days of receiving your parcel. The piece must:
- be new and unused, with all original tags attached;
- not have been worn, washed, damaged or altered;
- be free from perfume, deodorant, make-up marks and other stains.
For change-of-mind returns, return postage is paid by you, and the original A$11.50 delivery fee is not refunded. Change-of-mind returns are our own policy, offered in addition to your rights under the law.
We don’t offer direct exchanges. Most pieces are one of a kind in their size, so if you would like a different size or style, please return the original piece and send us a new order request.
Faulty, damaged or incorrect items
If a piece arrives faulty or damaged, is not as described, or is not what you ordered, please email us as soon as possible. Include your name, your invoice number and photos of the problem.
We will always put it right, in line with the Australian Consumer Law. Depending on the problem, that may be a refund, a replacement or a repair. As most pieces are one-offs, a replacement is not always possible; in that case we refund you. In these cases we cover the return postage, and your refund includes the delivery fee.
How to return a piece
- Email us first. Send a return request to shop@claddio.com.au with your name, invoice number, the piece you are returning and the reason.
- We reply with the return address. Please wait for our reply before posting anything.
- Post the piece back. Pack it carefully and include a note with your name and invoice number. For change-of-mind returns we recommend a tracked service, as the parcel is your responsibility until it reaches us.
- We check it and refund you. When the piece arrives, we check it and email you to confirm your refund.
Refunds
Refunds go back the way you paid the invoice:
- PayPal: we refund you through PayPal.
- Bank transfer: we refund you by bank transfer, and will ask you by email which account to pay it into.
We refund as soon as we can once your return has arrived and been checked. How long the money takes to appear depends on PayPal or your bank.
Questions about a return? Email shop@claddio.com.au.