Returns

Change of Mind Returns

Cue will offer a refund (online and in store) or credit / exchange (in store only) an item for change of mind if:

  • The garment has not been worn, altered and/or washed and is in a resalable condition.
  • The garment has not been damaged whilst in the customer's possession.
  • The customer has proof of the garment purchase in a Cue store.
  • The original Cue swing ticket is attached to garment.

If the original purchase was made on a credit or EFTPOS card, the refund itself must be credited to the original card used.

Cue Gift Cards, lay-bys and earring purchases are not eligible for change of mind returns.

Purchases returned to Cue stores must be returned within 10 days of purchase. Purchases returned to Cue Myer stores are subject to the Myer return policy. Purchases returned to the Cue Online store must follow the returns procedure and conditions stated below.

Faulty Garment Returns

Cue will offer a refund, repair, credit or exchange on any item purchased at a Cue store if the garment is:

  • Found to have a genuine manufacturers fault
  • The garment does not correspond to samples or descriptions given to the purchaser
  • The garment is unable to do what it is supposed to

If the original purchase was made on a credit or EFTPOS card, the refund itself must be credited to the original card used.

This Returns Policy corresponds with consumer’s rights under Australian Consumer Law.

Australian Online Returns

Our online Returns Policy includes the rights you have under the Australian Consumer Law and provides you with additional benefits in addition to those rights.

We understand if you change your mind and will refund any items that you are not completely happy with in accordance with the requirements detailed in our terms and conditions. Goods must be returned in saleable condition and be received by our distribution centre within 15 days from the order date. If you have changed your mind after purchasing earrings, for hygiene reasons we cannot offer you a refund, however these may be returned if faulty. Refunds will be credited to your original method of payment within 7 days of us receiving the item and the refund being approved. Please note that relevant shipping charges will be incurred for the cost involved in returning items, except in the case of faulty goods.

For our Australian customers, we accept online returns and exchanges in Cue stores, nation wide. The item must be in a saleable condition, unworn with swing tags attached and returned within 15 days from the order date. Online returns and exchanges will only be accepted in store upon presentation of your Tax Invoice. Unfortunately we are unable to accept returns or exchanges at Cue Stores in Myer, Brisbane DFO, Birkenhead Point or at any of our New Zealand stores.

Returns for purchases made using afterpay as the payment method may be returned to Cue online, using the returns form, or to a Cue store. No exchanges can be made on afterpay purchases.

Outside the above timeframe, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For faulty garment/warranty claims outside of the 15 day return period, please email your contact details with a description of the fault to online@cue.cc. If possible please include your original invoice number and the garment style code. The garment style code can usually be located inside the garment attached to the care label. We will respond to your email within two business days and provide you with additional information so that the claim may be submitted and assessed. Alternatively for our Australian customers, you may take the faulty item into one of our Cue stores nation wide.

Where a failure does not amount to a major failure, Cue & Co Pty Ltd. is entitled to choose between providing you with a repair, replacement or other suitable remedy. To obtain compensation, you will need to provide documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by Cue & Co Pty Ltd to comply with a consumer guarantee under the Australian Consumer Law.

To receive a refund for any reason within 15 days from the order date, please ensure that you comply with the instructions below:

Returns at a Cue Stores

  • For our Australian customers, we accept online returns and exchanges in Cue stores, nation wide. The item must be in a saleable condition, unworn with swing tags attached and returned within 15 days from the order date. Online returns and exchanges will only be accepted in store upon presentation of your Tax Invoice. Unfortunately we are unable to accept returns or exchanges at Cue Stores in Myer, Brisbane DFO, Birkenhead Point or at any of our New Zealand stores.
  • If the garment is being returned because you have changed your mind, make sure the item or items are in the same condition you received them in, with all tags still attached. Items cannot be worn, washed or altered in any way. Failure to comply with these requirements will cause your refund to be rejected and returned to you at your cost.

Returns to the Cue Online Store

  • If the garment is being returned because you have changed your mind, make sure the item or items are in the same condition you received them in, with all tags still attached. Items cannot be worn, washed or altered in any way. Failure to comply with these requirements will cause your refund to be rejected and returned to you at your cost.
  • Fill out the online return form within 3 days from the delivery date. After completing the form, you will receive an email with a Return Number and instructions on how to send the order back to our distribution centre. A Return Number must be provided when lodged at Australia Post for return shipping.
  • To complete the return form you will be required to enter your original invoice number, and e-mail address that you used to complete the purchase. If you are unable to locate these, please contact customer care for assistance.
  • For Australian returns, the only permitted method of return is via Australia Post in accordance with these instructions. Should you ship your returns via any other method or provider, we will be unable to process your return and goods may be forfeited.
  • When entering information into the online return form, you must select the items to be returned from your original order, and select the reason or reasons for the refund.
  • Once you complete the returns process online you will receive an email with your Return Number and a barcode. This document must be attached to the top of the shipping box and taken into any Australia Post office.
  • Once the item is scanned by Australia Post they will provide you with a receipt number and will then return your item to the Cue online Store.
  • Once your returned item has been received by our distribution centre, you will be notified by email that the garment has been received and is to be assessed and processed.
  • For a change of mind return, a non-refundable fee of $10 will be deducted from the original purchase price of your order. If your return has been approved in accordance with the above requirements, the credit card used to process the original transaction will be used to process the refund for the full purchase price of each returned garment less the $10 return charge.
  • For a return where a garment has been assessed by Cue as being faulty, is not of acceptable or merchantable quality, is not fit for a particular purpose, does not match the description of the product, or does not match the sample of the product, the $10 shipping fee will be waived. If the garment has been assessed by Cue as falling into one of the above categories, the credit card used to process the original transaction will be used to process the refund for the full purchase price of each returned garment within 7 days of receiving the garment.
  • Unless the garment is deemed to be faulty, in the event that the returned garment has been assessed as being worn, damaged, altered or has had tags removed, or has been returned outside of the stipulated timeframe, Cue online will be unable to process your return and will contact you within 48 hours of receiving your garments advising you of this. At this time Cue will provide you with options regarding Cue returning the garment or garments to you at your cost.
  • Any faulty item claim must be made within a reasonable time of receiving the goods and is not subject to the 15 day returns timeframe.
  • For any change of mind return, your item must be lodged at any Australia Post office within 10 days of the delivery date to ensure it is received by Cue within the 15 day timeframe. If a garment is lodged within 10 days, but is not received by Cue online until after 15 days as a result of unforseen delivery delays, Cue will treat the garment as being received within the required timeframe.
  • We are unable to process or accommodate garment exchanges through the online store at this time. If you wish to exchange a garment for a different size, style or colour, please follow the returns process and initiate a new and separate order. Alternatively you may exchange online purchases at one of our Cue stores nation wide. Unfortunately exchanges can not be made at Cue stores in Myer, franchise locations including Cue DFO Brisbane and Birkenhead Point or at any of our New Zealand stores.
  • If your order was originally shipped/delivered to Australia, it must also be returned from within Australia. If the garments are returned from another Country, you may incur additional costs, or may be required to forfeit the goods or have your refund reduced by a value up to, equalling, or exceeding the total value of the goods.

International Online Returns

Our online Returns Policy includes the rights you have under the Australian Consumer Law and provides you with additional benefits in addition to those rights.

We understand if you change your mind and will refund any items that you are not completely happy with in accordance with the requirements detailed in our terms and conditions. Goods must be returned in saleable condition and be received by our distribution centre within 30 days from the order date. If you have changed your mind after purchasing earrings, for hygiene reasons we cannot offer you a refund, however these may be returned if faulty. Refunds will be credited to your original method of payment within 7 days of us receiving the item and the refund being approved. Please note that return shipping costs are incurred by the customer, except in the case of faulty goods.

Outside the above timeframe, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For faulty garment/warranty claims outside of the 30 day return period, please email your contact details with a description of the fault to online@cue.cc. If possible please include your original invoice number and the garment style code. The garment style code can usually be located inside the garment attached to the care label. We will respond to your email within two business days and provide you with additional information so that the claim may be submitted and assessed.

Where a failure does not amount to a major failure, Cue & Co Pty Ltd. is entitled to choose between providing you with a repair, replacement or other suitable remedy. To obtain compensation, you would need to provide documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by Cue & Co Pty Ltd. to comply with a consumer guarantee under the Australian Consumer Law.

Please note that refunds for online purchases can only be processed by returning the item to the Cue online Store via the process detailed below, and are unable to be accepted or processed in-store.

To receive a refund for any reason within 30 days of delivery, please ensure that you comply with the instructions below:

  • If the garment is being returned because you have changed your mind, make sure the item or items are in the same condition you received them in, with all tags still attached. Items cannot be worn, washed or altered in any way. Failure to comply with these requirements will cause your refund to be rejected and returned to you at your cost.
  • Fill out the online return form within 5 days from the delivery date in order to notify us of your intended return. You will be required to advise us of the reason for the return. After completing the form, you will receive an email with instructions on how to send the order back to our distribution centre.
  • For any change of mind return, your item must be shipped within 14 days of the delivery date and shipped via a courier that will guarantee delivery to our distribution centre within the 30 day timeframe.
  • To complete the return form you will be required to enter your original invoice number, and e-mail address that you used to complete the purchase. If you are unable to locate these, please contact Customer Care for assistance.
  • Please note that all returns must be received at our distribution centre within 30 days from the date of delivery. If goods are not received at our distribution centre within this timeframe we may be unable to process your claim, and your garments may be returned to you at your cost, or goods may be forfeited.
  • If a return is being processed in relation to a faulty garment, or the garment is not of acceptable or merchantable quality, is not fit for a particular purpose, does not match the description of the product, or does not match the sample of the product, the garment will be returned at Cue’s cost subject to these terms and conditions and providing return shipping instructions are strictly followed.
  • If a return is being processed as a result of change of mind, the return of the garment will be at your own cost, and is subject to these terms and conditions. For a return to be processed and approved, return shipping instructions must be strictly followed.
  • In the event that a faulty return shipment is requested, Cue online reserves the right to nominate a preferred International courier. Please note that if the garment is deemed not to be faulty, the cost of the return shipping will be deducted from any refunded value.
  • When entering information into the online returns form, you must select the items to be returned from your original order, and select the reason or reasons for the refund.
  • Once your returned item has been received by our distribution centre, you will be notified by email that the garment has been received and is to be assessed and processed.
  • If your change of mind return has been approved in accordance with the above requirements, the credit card used to process the original transaction will be used to process the refund for the full purchase price of each returned garment within 7 days of being received.
  • For a return where a garment has been assessed by Cue as being faulty, is not of acceptable or merchantable quality, is not fit for a particular purpose, does not match the description of the product, or does not match the sample of the product, the shipping fee will be waived. If the garment has been assessed by Cue as falling into one of the above categories, the credit card used to process the original transaction will be used to process the refund for the full purchase price of each returned garment within 7 days of receiving the garment. International credit cards may be subject to merchant processing delays beyond our control.
  • Any credit card transaction fees including but not limited to foreign currency conversion fees are the responsibility of the customer.
  • All refunds will be processed in line with the timeframes as stated above, and will be processed in Australian Dollars (AUD). Any change to exchange rates at the time of return processing is beyond the control of Cue and are the responsibility of the Customer.
  • Unless the garment is deemed to be faulty, in the event that the returned garment has been assessed as being worn, damaged, altered or has had tags removed, or have been returned outside of the stipulated timeframe, Cue online will be unable to process your return and will contact you within 48 hours of receiving your garments advising you of this. At this time Cue will provide you with options regarding Cue returning the garment or garments to you at your cost.
  • Any faulty item claim must be made within a reasonable time of receiving the goods.
  • If your order was originally shipped/delivered to a Country outside of Australia, it must also be returned from within that same Country. If the garments are returned from another Country, you may incur additional costs, or may be required to forfeit the goods or have your refund reduced by a value up to, equalling, or exceeding the total value of the goods.

Exchanges

We are unable to process or accommodate garment exchanges at this time. If you wish to exchange a garment for a different size, style or colour, please follow the returns process and initiate a new and separate order.

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