Returns and Exchanges

We accept returns for both faulty items and change-of-mind purchases, including sizing.

  • Faulty items are eligible for a refund in line with Australian Consumer Law.
  • Change-of-mind returns are eligible for exchange or store credit only.
  • Sale items are Final Sale and cannot be returned unless deemed faulty under Australian Consumer Law.

Items must be returned within 30 days of receiving your order, unworn, unwashed and with original tags attached.

All return policies issued by Chille are in alignment with Australian Consumer Law.

Returns Checklist

Before submitting a return request, please ensure:

  1. You have read the full Returns Policy.
  2. The item is not a sale item (unless faulty under Australian Consumer Law).
  3. The item meets our return condition requirements (unworn, unwashed, tags attached).
  4. The item is within the 30-day return timeframe.
  5. If requesting an exchange, include the item name, size and colour in the notes section so we can attempt to reserve it.

Submitting a return request does not automatically guarantee approval. All returns are assessed in accordance with our policy.

How to Submit a Return Request

All returns must be submitted through our automated return system.

To lodge a return request:

  1. Click the Login to Submit a Return Request button below.
  2. Enter your email address and click continue. If no email address was provided when ordering, please contact us directly.
  3. Enter the 6-digit code sent to your email.
  4. Select the relevant order number.
  5. Click Request Return and select the item(s) and quantity.
  6. If requesting an exchange, include the name, size and colour of the replacement item in the notes field.
  7. Submit your request and follow the instructions provided via email.

Please wait for approval confirmation before sending any items back.

Returns sent without approval may not be processed.

Login to Submit a Return/Exchange Request

Change-of-Mind & Sizing Returns

We understand that sometimes an item may not be the right fit.

Eligible full-price items may be returned for:

  • Exchange (if stock is available)
  • Store credit (valid for 3 years)

If you wish to exchange for another size or colour, please include the item name, size and colour in the notes section when submitting your return request. If your requested exchange is unavailable, a store credit will be issued.

Please note:

  • Return postage costs are at the customer’s expense.
  • If you received free shipping on your original order, our standard shipping fee will be deducted from your store credit.
  • Postage charges apply to exchanges.
  • Store credit excludes original and return shipping costs.

No exchange or store credit is offered for change-of-mind or incorrect size on sale items.

Return Postage

Australian Returns

For convenience, Chille provides a return postage label for standard-sized items at a flat rate of $11.95. This cost will be deducted from your store credit.

Bulky items will incur return postage equivalent to the original shipping charge.

New Zealand Returns

Due to customs requirements, return postage must be arranged by the customer once the return request has been approved. Please retain your tracking information.

Chille does not accept responsibility for lost or stolen return parcels. Please retain proof of postage and tracking.

Faulty Items

If you receive a faulty item, please contact us via email sales@chille.com.au or via our contact form before returning the product.

We are available Monday–Friday, excluding public holidays.

Please include clear photos and a description of the issue so our team can assess the item promptly.

Please do not return items before contacting us. Returns sent without prior communication may delay processing and are sent at your own risk.

Minor variations in colour due to lighting, manufacturing variation or screen settings are not considered faults.

Conditions of Return

To qualify for exchange or store credit, items must:

  • Be returned within 30 days of delivery
  • Be unworn and unwashed
  • Have all original tags attached
  • Be free from perfume, deodorant, makeup, fake tan or other marks

Items that do not meet return conditions may be declined and will not be eligible for store credit or exchange.

Chille reserves the right to refuse returns that do not meet the above criteria.

Processing Timeframes

  • Returns must be lodged within 30 days of receiving your order.
  • Please allow 3–5 business days for processing once your return has been received.
  • You will receive email confirmation once processed.
  • Please check your junk folder if you have not received communication.

Store Credit

Approved returns will receive a store credit (valid for 3 years) to the value of the item(s), minus applicable deductions such as return postage and original shipping where applicable.

Store credit does not include original or return shipping fees.

Refunds

Refunds, repairs or replacements will be provided in accordance with Australian Consumer Law where an item is confirmed faulty.

Chille reserves the right to decline a refund if the item returned is not deemed faulty.

Items that have been worn or washed will not be accepted as faulty returns.

Sale Items

Items purchased from the Sale section or during sitewide promotional events using discount codes are considered Final Sale unless otherwise stated.

No returns, exchanges or store credit are offered on sale items unless the item is faulty under Australian Consumer Law.

Discount Codes

  • Only one discount code may be applied per order.
  • Codes cannot be applied after an order has been processed.
  • Discount codes cannot be combined with other offers.
  • Codes cannot be honoured outside their stated time frame.

Order Variations & Cancellations

Please take care when placing your order. Once an order has been submitted, we are unable to make changes, including sizing adjustments, additions or cancellations.

Contact Us

Email: sales@chille.com.au
Or via our contact form
We are available Monday–Friday, excluding public holidays.