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 speedy exchange, credit or a refund:

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

Items purchased at a reduced price, via pre-order or held for more than 14 days prior to shipping cannot be returned for change of mind.  

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

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 of parcel receipt 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. 

 
Your parcel will be not be accepted if the item(s):

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

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.

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 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.