Returns & Refund Policy

► We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

♦ To initiate a return, you need to fill out the form on this page with detailed information about the reason for the return.

You can always contact us for any return questions at info@cutelyaustralia.com.

► Is the return shipping free?

Return shipping is complimentary for your first return on every order, within 30 days of purchase.
When initiating a return, you may receive an option for a partial refund without needing to return the item(s). Accepting this will count as one used free return for the order.
Additional items from the same order can be returned within the 30-day period, even if you've made previous returns.
Consolidate returns into one shipment to avoid extra fees and reduce environmental impact.
For second and subsequent returns from the same order, a return label is provided, with a 5 AUD shipping fee deducted from your refund.

► Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective or damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

► Right of Withdrawal

Right of Withdrawal & Statutory Right: You have the legal right to cancel your order without giving any reason within 14 days from the day you or a designated third party (other than the carrier) receive the goods, or from the day of concluding a contract for online digital content. To cancel, notify us following the form on this page. If you cancel via your personal account, we'll acknowledge your cancellation promptly (e.g., email, in-app notification). Ensure you send your cancellation request before the period ends and return the goods within 14 days of your return request. For detailed guidance, contact Customer Service.
Voluntary Return Guarantee: Beyond the statutory right, we offer a voluntary free return guarantee within 30 days from purchase for your first return on every order. Items must be returned in their original condition — new items unused and undamaged, used items without additional wear or damage.
Exceptions: Certain products are excluded from the statutory right of withdrawal and our voluntary return guarantee unless defective, including goods unsuitable for return due to health protection or hygiene reasons if unsealed, sealed audio/video recordings or software if unsealed, custom-made goods, perishables, fully performed services (with prior acknowledgment and acceptance that cancellation is not possible post-completion), digital content not on tangible mediums (with prior express acceptance that cancellation is not possible once delivery starts), newspapers/journals/magazines (except subscriptions), and alcoholic beverages specified under certain conditions.

► Refunds Overview:

Returned Items: Refunds are processed after the returned items pass a quality inspection.
Missing or Undelivered Items: To request a refund for missing or undelivered items, select the appropriate reason under "Return/other help" or contact customer service. Delivery status is determined by carrier tracking.
Refund Timing: Refunds may take 5-14 business days to appear in your account, depending on your bank (up to 30 days). Original shipping fees and insurance costs are non-refundable unless the return is due to our mistake.
Advanced & Instant Refunds: Based on your shopping history and our discretion, we may issue refunds before receiving returned items. If items aren't returned, we may charge your original payment method.
Refund Timeline: The timeline for refunds to appear in your account varies by financial institution.

► Important Notices:

Do not return items to the sender's address on the package. Use the address on our provided return label to avoid delays.
Ensure only intended items are in your return package to avoid issues with incorrect returns. Contact customer service for accidental inclusions.
Legal conformity guarantee rights apply for defects found after the 30-day return window. Contact Customer Service for assistance.