Return Policy

We understand that buying online can be tricky and sometimes expectations are not met so in most circumstances you can exchange or return your item/s.

We offer a no questions asked exchange or a refund provided as:

  • an exchange of item to the same value of the return or
  • a store credit valid for 6 months or
  • a refund less a 10% restocking fee.

    Refunds and exchanges are subject to the items being returned to us for processing with 1 week (7 days) of you receiving them, if you want to make a return or exchange it's best not to delay with getting the item back in the post.

    If the item/s has:

    • been delivered to you for longer than 1 week,
    • been worn (for more than trying on),
    • been washed,
    • the tags removed or is without the original garment bag,
    • been soiled with makeup or deodorant marks etc,
    • excessive pet hair on it,
    • been subjected to strong smells (BO, Perfume, Smoke etc),
    • had items removed and is not complete or
    • been affected in anyway so that it is not in the original condition
    then the return will be rejected and sent back to you so please make sure your return is in it's original condition before sending it back.

    Reduced price sale items cannot be returned, they have been reduced because they are being cleared so please choose carefully when purchasing sale items, if in doubt ask questions.   Where available we will offer size exchanges only.

    Items that have been received from a layby or pre-order arrangement may not be returned.   It's a condition of the layby/ pre-order agreement.   

    Please note that Afterpay is NOT categorised as a layby. 

    Exchanges

    Are no problem at all but see the conditions above to make sure you qualify. You will just need to pay for the postage both ways. 

    Please contact us ASAP to advise the size you require and we will put it aside for you. 

    Please return your item to:

    Kitty Deluxe (Exchange)
    PO Box 50
    Unanderra NSW 2526

    Please include your invoice so we know who is it from.

    • If you don't want to pay any additional postage fees please include a pre-paid self addressed return postage satchel of the correct size so we can send the exchange back to you ASAP.

    • Alternately you can pay us to provide the extra satchel for you, it's likely that we are able to provide cheaper secure postage than is available to the general public.

    • We recommend sending your item via "Signature on Delivery' services to insure against loss.

    • Once posted, please advise us of the tracking number so we know it's on the way and the goods can be located.

    We will process your return as soon as the item is received in acceptable condition. You will receive an e-mail advising that your item has been received and that your replacement has been sent.

    Refunds & Credit

    Are no problem at all but see the conditions above to make sure you qualify.  Please contact us and advise you wish to return your item. You will need to pay for the return postage.

    The return address is :

    Kitty Deluxe (Return)
    PO Box 50
    Unanderra NSW 2526

    Please include your invoice so we know who is it from.

    • We recommend sending your item via "Signature on Delivery' services to insure against loss.

    • Once posted, please advise us of the tracking number so we know it's on the way and the goods can be located.

    We will process your return as soon as the item is received in an acceptable condition. You will receive an e-mail advising that your item has been received and that:

    • You that you have a store credit and when it expires or

    • That your refund has been made via to your original payment account (Credit Card, PayPal or Afterpay).

    Credit will be the value of the item excluding postage.

    A cash refund will be to the value of the item excluding postage and less a 10% restocking fee.

    If the original order qualified for free postage and a cash refund means the order is now below $150.00, postage costs for the shipment will be deducted from your refund.   This does not apply to a store credit.

    If you paid by Bank deposit originally please give us your bank account details so we can make a cash refund to your account. 

    If you don't specify a credit or cash refund we will assume you want a store credit.

    We do not offer refunds on postage or waive the restocking fee unless we are at fault.

    Wrong item or Faulty Goods

    It doesn't happen often but we do occasionally make mistakes. If we have sent you something other than what you ordered rest assured that we are going to fix up the problem at no cost to you. Contact us at info@kittydeluxe.com.au and let us know where we went wrong and we'll take it from there.

    Occasionally goods have flaws that we overlook. If we have sent you something that is damaged or has major issues rest assured that we are going to fix up the problem at no cost to you. Contact us at info@kittydeluxe.com.au and let us know where we went wrong and we'll take it from there. 

    We will ask you to provide photos of the fault so if you could include them in your email we'll sort it out quicker. 

    If a button comes off when you try on the item then we do not consider this a fault, it's pretty simple to sew it back on.

    If an item becomes damaged after you've washed it, worn it or had it for longer than 7 days then we can't be held responsible. We have no control over the conditions our customers put the goods through and while we sell items that are fit for their intended purpose, we highlight that items are not indestructible. 

    If an item splits or rips because it didn't really fit properly in the first place (that is it was worn too tight) then we are not at fault. Make sure you try on your item before the big night out or washing it and request an exchange if the fit is not right. 

    Make sure you follow the manufacturers instructions for washing to avoid excessive colour fade or shrinkage.