Refund policy

At Cleo & Pippa, we want you to feel confident and happy with every purchase. We understand that sometimes an item may not be quite right, and we're here to help make the process as smooth as possible. ♡

1. Change-of-Mind Returns

If you've changed your mind or ordered the wrong size, you may request a return within 14 days of receiving your order.

To qualify for a change-of-mind return, your item must:

  • Be unworn, unwashed and unused.

  • Be in its original condition, with all tags attached.

  • Be free from stains, perfume, makeup and other signs of wear.

  • Meet the eligibility requirements outlined below.

Please contact us within 14 days of delivery to request a return.

2. How to Request a Return

To start a return, please email info@cleoandpippa.au with:

  • Your order number.

  • The item(s) you wish to return.

  • The reason for your return.

Our customer care team will review your request and provide instructions, including the applicable return address.

Please do not send any items back without contacting us first.

Our returns are currently handled through an international return location, which may be in the Netherlands.

3. Return Shipping Costs

For change-of-mind returns, including incorrect size or personal preference, customers are responsible for return shipping costs.

Please be aware that return shipping may be international and could be more expensive than domestic Australian shipping.

We recommend using a tracked shipping service, as we cannot guarantee receipt of parcels sent without tracking.

If your item is faulty, damaged, incorrect or otherwise does not meet applicable consumer guarantees, we will provide an appropriate remedy and cover reasonable return shipping costs where required by Australian Consumer Law.

4. Damaged, Faulty or Incorrect Items

If you receive an item that is damaged, faulty or different from what you ordered, please contact us at info@cleoandpippa.au as soon as reasonably possible.

Please include your order number, a description of the issue and, where possible, clear photographs.

We will assess the situation and help arrange an appropriate solution, which may include a refund, replacement or another remedy in accordance with Australian Consumer Law.

Your statutory consumer rights are not limited by our 14-day change-of-mind return period.

5. Items Excluded From Change-of-Mind Returns

For hygiene and other reasons, we generally cannot accept voluntary change-of-mind returns for:

  • Intimates and underwear.

  • Swimwear with removed or damaged hygiene seals.

  • Items marked as final sale or non-returnable before purchase.

  • Items that have been worn, washed, altered or damaged after delivery.

These exclusions do not affect your rights under Australian Consumer Law if an item is faulty or does not meet applicable consumer guarantees.

6. Refunds

Once your eligible change-of-mind return has been received and inspected, we will notify you of the outcome.

If approved, your refund will be issued to your original payment method, generally within 10 business days of approval.

Your bank or payment provider may require additional time to process the refund.

For change-of-mind returns, original shipping charges are generally non-refundable.

For returns covered by Australian Consumer Law, refunds and associated costs will be handled in accordance with your statutory rights.

7. Exchanges

We currently do not offer direct exchanges for change-of-mind returns.

If you would like a different size, colour or style, please contact us about returning your eligible item and placing a new order.

This does not limit any right to a replacement under Australian Consumer Law.

8. Undeliverable or Returned Packages

If a parcel is returned to the sender due to an incorrect address, failed delivery or another delivery issue, please contact us.

We will review the circumstances and explain the available options.

Any additional shipping charges will be assessed based on the circumstances and applicable consumer law.

9. Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under Australian Consumer Law.

10. Contact Us

If you have any questions about returns, refunds or your order, we're always happy to help.

Email: info@cleoandpippa.au

Store: Cleo & Pippa

Cleo & Pippa ♡