Returns

Returning items within Australia

Need to return an item to us?

We will offer a refund (online or in-store) or exchange (in-store only) on 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 or online
  • 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

Unfortunately, Cue gift cards and earring purchases are not eligible for change of mind returns.

Purchases returned in-store or online must be returned within 15 days of purchase. Purchases returned to Cue Myer stores are subject to the Myer return policy. Purchases returned to our online store must follow the returns procedure outlined below.

Looking for more information?

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.

We accept online returns and exchanges in Cue stores Australia-wide. 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.

How will I be refunded?

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.

What if my item is faulty?

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.

Get in touch with us via email at online@cue.cc for a resolution. It’s fastest for our team if you’re able to email through photos of the fault and a good description of the issue.

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.

I want to return my purchase to a Cue store. How do I do this?

If you’re based in Australia or New Zealand, we accept online returns and exchanges in Cue stores nationwide. 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 (this is attached to your dispatch or collection notice).

How do online returns work if I can’t make it to a Cue store?

Fill out the online return form as soon as possible after delivery to ensure that your parcel is back to us within 15 days of ordering.

Enter you six-digit order ID and the email address used to place the order
Select the items you’re returning and let us know why
Submit the form and await an email with further instructions, including your return tracking number, and the attachment to print and stick on the top of the parcel
Lodge your return at an Australia Post outlet or in a red post box

If you choose to return your parcel to us in another way and the parcel becomes lost, we will not be liable.

Need help? Email us at online@cue.cc with your query and we can assist.

How will I know that you’ve received my return?

Once we’ve received your return at our distribution centre, you will be notified by email that the garment has been received and is to be assessed and processed.

You’ll receive a second email once your refund has been processed. This generally occurs within two business days.

How much do returns cost?

Cue Club Black cardholders enjoy free returns in Australia.

All other customers will have a $10 shipping and handling fee deducted from the total value being returned to them, except if the garment is deemed faulty.

Can I exchange a garment for a different size, colour or style?

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 nationwide (excluding Cue in Myer, DFO Brisbane, and Birkenhead Point).

 

Returning items on international orders

Do you accept returns on international orders?

Yes! If for any reason you are not satisfied with your purchase, fill out our returns form and send the item/s back to our facility in Australia. Shipping in this instance is arranged and paid for by you, the customer. We will advise of the amount to be refunded by return email. Any refunds for returned items will be credited to you by Borderfree in the same currency and using the same exchange rate as your original order.

Please initiate the return as soon as possible by filling out our returns form. Any items you’d like to return must be received at our Sydney dispatch centre within 30 days of the original order date.

We highly recommend you use a shipping method for your return that provides you with tracking! We are unable to assume liability for any returns that are lost in transit.

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.

What about any duties, taxes and shipping charges I paid?

Unfortunately, these will not be refunded to you if you choose to return all or part of your purchase.

What if my item is faulty?

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.

Get in touch with us via email at online@cue.cc for a resolution. It’s fastest for our team if you’re able to email through photos of the fault and a good description of the issue.

How is a faulty garment defined?

A garment is deemed faulty if it is:

  • Found to have a genuine manufacturers fault
  • Does not correspond to samples or descriptions given to the purchaser
  • Unable to do what it is supposed to

In the event that our team confirms a garment seems faulty and we agree to absorb the return shipping cost, 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.

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.

How long will my refund take?

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.

Are there any conditions around returning garments to Cue?

We will offer a refund (online or in-store) or exchange (in-store only) on 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

 

 

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