Refunds & exchanges

Refunds on full priced items
We want you to be happy with your purchase. Refunds on full priced items are accepted within 14 days of you receiving your order. If 14 days have gone by since you received your purchase, unfortunately we can’t offer you a refund.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must have swing tags in tact and in an unworn, unwashed, unstained and undamaged condition.

If you find once you receive your garment you need a different size, colour or style please repurchase this item/s on our website and return ASAP the unwanted garment/s for a refund. This ensures you get the garment you want and it will be despatched promptly.

Sale items
Please choose carefully as only regular priced items may be refunded.

Sale items can be exchanged for a credit note. Credit notes are valid for 3 months.

Final Sale items
Discounts 50% off and OVER are considered 'Final Sale'.  These are not eligible for a refund unless the product is faulty. No credit notes will be issued. Thank you for your understanding.

Additional non-returnable items:

• Gift cards
• Downloadable software products
• Some health and personal care items (for example hand sanitisers and face masks).
• Underwear
• Earrings

There are certain situations where only partial refunds are granted (if applicable).

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Any item that is returned more than 30 days after delivery.

How to Return Your Product

To return your product, you should mail your product to:
511 Marrickville Road Dulwich Hill New South Wales AU 2203

Please make sure you include your order number and your full name with your returns. 

All returns need to be made within 14 days of delivery receipt. 

Please ensure that all returns have their original swing tag attached, are in an unworn, unwashed, undamaged condition that we are able to resell. Thank you for your assistance.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and a refund has been issued. We will also notify you rejection of your refund if applicable.

A credit will automatically be applied to your original method of payment, within a certain amount of days dependent on the banking system.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check which card you paid your original order on or your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@urbancachet.com.au.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. A credit note will be issued. Credit notes are valid for 3 months.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@urbancachet.com.au and send your item to: 511 Marrickville Road Dulwich Hill New South Wales AU 2203.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be e-mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.


Paypal has a special offer for free returns. For more information, please go here: https://www.paypal.com/au/webapps/mpp/returns

Customers are responsible for paying for their own shipping costs for returning the item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.