Returns and Exchanges

We hope you love your purchase from Chille! We love having you as a customer! By processing your payment through our online and in-store system you are agreeing to the following terms and conditions of our return policy so please have a read before applying for a return/exchange of your item/s.

Please note we do not offer refunds unless, in the highly unlikely event, your item is assessed as faulty. In all other circumstances, a STORE CREDIT WITH 3-Year Expiry will be issued. 

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

Returns Checklist

1. Read the full returns policy
2. Item/s are not sale items - Full details on sale items here
3. Item/s meet the quality of returns requirements in the returns policy
4. Items/s meet the returns policy timeframes
5. If you are want to exchange an item for another size or colour to avoid disappointment please notify us by adding the item name, size/colour into the comments field when submitting your return request below. This way we can pop it aside for you while the return is processed. Note if your exchange item is no longer in stock you will be issued a store credit gift card.

Return Instructions

  1. Click the login to submit a return button below
  2. Enter your email address, and click continue
    NOTE: If you didn't provide an email address when ordering contact us directly as you won't be able to log in.
  3. Cut and paste the 6-digit code you received via email into the field and click submit
  4. Click on the appropriate order number
  5. Click the request return button and select the items, quantity etc that you wish to return
  6. NOTE if you would like an exchange enter the name, size, colour etc of the item you would like to exchange for into the Note field.
  7. Click request return
  8. Follow the instructions via email after this point

Login to Submit a Return/Exchange Request

Returns/Exchange Policy:

Please note that we do not offer refunds. A refund will only be offered in the unlikely event that a product is faulty. All other returns will be issued with a store credit to the value of the item/s, if you received free shipping on your initial order your credit will be the value of your item/s minus our standard shipping fee, providing that the item/s returned meets our strict returns policy guidelines. Your store credit will have a 3-year expiry date. 
Return postage: to make things quick and easy Chille will supply you with a return post label at our standard flat rate shipping fee, the postage label is at your own expense but will simply be deducted from your store credit amount.
Keep your receipt: Chille will not accept responsibility for lost or stolen items during the return process. If this issue arises all enquiries should be directed to the Australian postal service, your tracking receipt will be of assistance so make sure you keep the postage receipt.
Exchange: 
We do offer exchanges if we have the size available. If you wish to exchange for another size it's best to notify us ASAP in the comments section of your return so we can ensure the item is set aside for you. Note postage charges apply for an exchange. If your exchange item is more or less than the original purchase price that is fine you will either receive a store credit or invoice for the difference.

Our returns department has the right to refuse any returned item that does not meet the original condition. In this instance, the returned item WILL NOT be sent back to the consumer.

Time frames:

  • For items within Australia: Items must be returned within 30 days of receiving your delivery
  • For items shipped outside of Australia: Items must be returned within 30 days of receiving your delivery.
  • Please allow 3-5 business days for your return to be processed once they have been received. We endeavour to process as soon as possible however please allow 3-5 days at most. Please check tracking to make sure your return has been received before contacting our customer care team.
  • You will receive an email notification once your return has been processed with the outcome and if applicable store gift card.
  • Please check junk mail, sometimes we sneak in there.

Store Credit:

  • Returned items meeting return policy criteria will be issued a store credit to the value of the returned item/s minus deductions.
  • Deductions include the return postage fee and if you received free shipping on your initial order that will also be deducted. Both return and initial free shipping will be charged at our standard flat rate shipping fee.
  • A store credit will not include original shipping costs.

Refunds:

  • Refunds will only be issued in the unlikely event that an item has been assessed and shown to be faulty.
  • Chille reserves the right to not issue a refund if the item returned is not shown to be faulty.
  • Items that have been washed or worn will not be accepted for refunds

Faulty Items:

  • Chile packages each item with love before it is shipped to you. In the unlikely event that you receive a product that appears faulty please contact our team as soon as possible at sales@chille.com.au or phone 03 64424111 before returning an item, so we can assist you. Please do not discard the original swing tags or packaging or send items back without first talking to our team. Items returned without our authorisation are at your own risk and will not be re-posted. 
  • It is the consumer's responsibility to check each item before wearing or washing for any faults. Garments that have had tag removed, been worn or washed and then later returned will not be issued a refund. 
  • All faulty items must be returned within 30 days for orders received within Australia or 30 days for orders received outside of Australia. It is the customer's responsibility to inspect their items for any faults before this time frame lapses.
  • Please note there may be slight colour variations in your product due to a range of factors like lighting, manufacturing variation, individual monitor settings etc. This is not considered a fault. 

Sale Items:

  • Items purchased from our sale section are FINAL SALE. No returns will be accepted for sale items. 
  • No store credit will be offered for sale items so please choose carefully.
  • Any sale items returned will not be returned to the sender.

Discount Codes: 

  • Only one discount code can be applied per order
  • Code cannot be applied once the order has been processed
  • Discount codes cannot be applied in conjunction with any other deals or offers, for example, discount codes can't be applied to items already on sale. If you have an existing discount code it is up to you to choose what you would prefer to use. 
  • Site-wide sales using discount codes are FINAL SALE unless otherwise mentioned in this policy. No returns will be eccepted so please choose carefully. 
  • Discount codes cannot be honoured outside their given time frame. 

Quality of returns:

  • All items returned must be in their original condition with all labels and tags attached to be able to qualify for an exchange or credit note. Items that have been worn will be ineligible for exchange or store credit.
  • Please take care when trying items on as items that smell of perfume or odours of any kind, are marked/ stained with make up or fake tan will not be accepted for exchange or store credit. These items in a worn or stained condition will be not returned to sender. 

Wrong size / Change of mind:

  • We will happily offer a store credit for change of mind or incorrect size provided time frame and all other factors of return policy have been met.
  • Please note no exchange or store credit will be offered for wrong size / change of mind on sale items.
  • All original labels and tags must still be attached to the item.
  • Once your item has been received by us and deemed to meet all return policy factors a store credit excluding shipping fees will be offered. Variations/ Cancellation of orders:
  • Please take care when processing your order as once it's placed we cannot make any sizing variations or additions to your order. This includes cancellations. 

Contact information:

Email: you can email us via our contact form here.
Phone: 03 6442 4111 from 9:30am-5pm Mon-Friday or 9:30am-2pm Saturdays
NOTE: we are not open public holidays