HELP & FAQ

RETURNS

A return will be in exchange for store credit note only. Credit notes are valid for 1 year. Item/s must be returned within 14 days of delivery.

If the return exceeds our 14 day policy, we unfortunately will not be able to process your credit and your order will be shipped back to you at an additional charge.

We will only accept the return if the following requirements are met:

  • Item/s must be in original condition.
  • Item/s must not have been used, worn, washed, or altered in any way.

We do not allow exchanges or returns for a store credit for the following:

  • Change of mind orders
  • Swimwear without hygiene sticker
  • Accessories that are made in one size only. This includes hats, bags and towels.
  • Item/s received without authorisation.
  • Item/s purchased on markdown or final sale. This applies to all items discounted at greater than 20% off the original price.
  • Item/s received in a condition other than their original condition.
  • Item/s without their tags attached.
  • Item/s that appear worn/used, smell of perfume, smoke, deodorant, or body odour.
  • Item/s that are marked or damaged in any way. That includes fake tan, deodorant, and makeup.

Our returns department has the right to refuse any returned item that does not meet the original condition. In this instance, the returned item WILL NOT be sent back to the customer.

Chasing Cupid cannot be held responsible in the event of loss, theft or damage of the parcel, please make sure you place your correct details when processing your online order and include all of your correct identification (full name, address, telephone number).

PROCESSING A RETURN

Once you have ensured your return meets all the conditions of our returns policy, please contact us via our contact page or email us at help@chasingcupid.com.au with your order number and the item/s you wish to return/exchange for another product. We will get back to you shortly and ensure the item/s you wish to repurchase are available and if your return can be processed.

Returns and exchanges shipping are NOT covered or reimbursed by Chasing Cupid. Further instructions will be given to you by our support team once contacted for a return or exchange.

DAMAGED OR FAULTY ITEMS

Whilst we hope this never happens, if you do receive damaged goods or receive a product that has a manufacturing fault, please contact us immediately at help@chasingcupid.com.au with your order number and images of the fault and we will work with you to resolve it as soon as possible.

Any faulty items, after inspection and approval by Chasing Cupid will result in a refund of both the item and shipping costs.

SHIPPING AND TRACKING

Domestic Shipping (AUS)

Your order will be sent out within 5 business days. Orders are posted out using Australia Post, please allow 3-5 business days to receive your orders made with standard postage once posted and 1-3 business days with express postage once posted. Please note that postage delays may occur, it is recommended that express postage is selected if you are after your order quicker. Always reference the AUS POST website to get an estimated posted time and to note for any delays.

International Shipping

Your order will be sent out within 5 business days. Orders are posted out using Australia Post, for international postage. Please allow 9-20 business days to receive your items. Please note that postage delays may occur, it is recommended that express postage is selected if you are after your order quicker. Always reference the AUS POST website to get an estimated posted time and to note for any delays.

Tracking

Once your order has been placed, you will receive a confirmation email.

Shipping confirmation email with all your tracking information will be sent once your order has been posted.

If you have placed an order with pre-order items, you will recieve the instock items first and the pre-order items will be posted out to you when they are in stock using the same postage method you selected at checkout. Please refer to the pre-order items decription to see when these items are due to be dispatched.

Please kindly contact help@chasingcupid.com.au if you find that your order is taking longer than expected or didn't receive your tracking information.

LOST AND RETURN TO SENDER PARCELS

In the rare event that your parcel is deemed lost or missing after an investigation through Australia Post, we will do our best to replace and resend your order. We are not able to offer refunds on lost orders.

If your order is returned to us for any reason (including customs fees not paid or unable to deliver) our Customer Care team will attempt to reach out immediately. Unfortunately the Customer will be liable for the additional costs involved in the re-shipping the order.

If you choose not to accept your order after it has been returned to Chasing Cupid, you will be issued with a credit note. But the cost of the shipping, customs duties and taxes involved in the redirection of the package back to sender will be deducted from the credit note amount.

PRE-ORDER ITEMS

Pre-order items will state in their description when they are due to be dispatched.

If you have placed an order with pre-order items, you will receive the instock items first and the pre-order items will be posted out to you when they are in stock using the same postage method you selected at checkout.

ACCIDENTAL ORDERS

If you have accidentally placed an order with us please contact us immediately at help@chasingcupid.com.au with your order number. You will have 12 hours from placing your order to notify us of your accidental order to request a refund.

If your order has not been posted we can offer a full refund if you meet the above requirements.

If your order has been posted and you have not notified us within 12 hours of your accidental order with us Chasing Cupid will not be able to provide a refund. We will be able to process a return however, all shipping costs are to be covered by the customer and the items when sent back to us must meet our returns policy.

Still have a question?

Contact us at anytime via our contact form linked below.