Return Policy

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

We offer a speedy exchange, credit or a refund:

  • an exchange of item to the same value of the return (no fees) or
  • a store credit with no expiry date (no fees), or
  • a refund less a 10% restocking fee. Note that additional fees may apply if you originally received free post, see below


Items NOT eligible to be returned:

  1. Items purchased at a reduced price (sale or discounted), via pre-order or held for more than 14 days prior to shipping cannot be returned due to a change of mind.  Change of mind: simply means that once an item is received as purchased, the recipient decides it is not suitable.  If you purchased a sale item and would like to swap it for another size then we can accomodate you as long as the size that you require is in stock.  We do not offer an exchange to an alternate style on sale items.

  2. For health and hygiene reasons, we are unable to accept returns of hosiery, lingerie or pierced jewellery. 

  3. Items that are NOT in the same condition as which you received them.  See a full condition list below. 


How to return an eligible item:

To return any eligible item(s) contact us BEFORE posting at kittydeluxeaustralia@gmail.com to receive an authorisation number.    Items received without an authorisation number will be not be accepted. 

You have 7 days from the date you received your parcel to have your return item(s) back in the post to us.  If you have had your item longer than 7 days then it cannot be returned. If you want to make a return or exchange it's best not to delay with getting the item(s) back in the post   

Items must be received in the same condition as which you got them; unworn, unwashed, unironed, with tags still attached (where applicable) and folded neatly in the original packaging.   Goods that are not received in a re-saleable condition will be not be accepted. 

Conditions leading to a return being rejected

Your return will be NOT be accepted if:

  • the parcel does not have a return authorisation on the packaging
  • the item/s has been delivered to you for longer than 1 week,
  • the item/s have been worn (for more than trying on),
  • the item/s have been washed,
  • the item/s have had the tags removed or is without the original garment bag,
  • the item/s have been soiled with makeup or deodorant marks etc,
  • the item/s have excessive pet hair on it,
  • the item/s have been subjected to strong smells (BO, Perfume, Smoke etc),
  • the item/s have had components removed and is not complete

Rejected items will be sent back to you at your cost.

 

Exchanges

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

When contacting us to get a return authorisation number, advise the size you require as an exchange and we will put it aside for you.   This is subject to the goods being available as requested.  Contact us here:  kittydeluxeaustralia@gmail.com

Please return your item to:

Kitty Deluxe (Exchange)
Return Authorisation Number: <use the number we give you>
PO Box 50
Unanderra NSW 2526

Please include your invoice.

  • 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 here kittydeluxeaustralia@gmail.com and advise you wish to return your item and to receive a return authorisation number. You will need to pay for the return postage.

The return address is :

Kitty Deluxe (Return)
Return Authorisation Number: <use the number we give you>
PO Box 50
Unanderra NSW 2526

Please include your invoice.

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

Credit will be the value of the item excluding postage, there are no fees with a credit.

A 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 refund means the order is now below $150.00, then postage costs for the original shipment will be deducted from your refund.   If you choose a store credit instead of a refund then you will not be charged for the original post even if the order is now under $150.00 once the credit is issued.

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

We do not offer refunds on postage or waive the applicable fees 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 kittydeluxeaustralia@gmail.com 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 kittydeluxeaustralia@gmail.com  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 an item becomes damaged after you've washed it, worn it or had it for longer than 30 days then we will have to carefully investigate the circumstances.  

Please do not wear your item so tight that unnecessary strain is put on the seams and fabric. Make sure that you try on your item before the big night out or washing it and request an exchange (if eligible) if the fit is not right. 

Make sure you follow the manufacturers instructions for washing to avoid excessive colour fade or shrinkage.   Delicates should be washed in a protective laundry bag to avoid damage to fabric and trims.   Hang and/or iron garments inside out to minimise fading.

While we sell items that are fit for their intended purpose, we highlight that items are not indestructible. 

If you have a legitimate faulty item that has been handled within reasonable expectations for use then we are legally obligated to:

  1. Repair the item.   If it cannot be repaired then we will,
  2. Replace the item.   If it cannot be replaced then we will,
  3. Provide a full refund.