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 garment is not reduced by 70% or more
• 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 15 days of the original purchase date. Purchases returned to Ballantynes are subject to the Ballantynes return policy.

Faulty Garment Returns

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

• Experiencing a genuine manufacturing fault
• Products don’t do what they meant to or are defective
• Products is not as described/doesn’t match a sample shown
• Products aren’t reasonably fit for the purpose sold for
• 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 New Zealand Consumer Protection Law.

In-store and Online Returns

Our returns policy includes the rights you have under the New Zealand Consumer Protection 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 the sending store 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.

For purchases posted back, 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.

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. Unfortunately, we are unable to accept online returns at Ballantynes, or in any of our Australian stores if originally purchased in New Zealand or via the New Zealand website.

Store to door orders must be returned in-store only and cannot be returned to the online store. If for any reason your store to door order is cancelled, you will be contacted via phone to organise a refund.

Outside the previously described timeframe, our goods come with guarantees that cannot be excluded under the New Zealand Consumer Protection 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 contact us here, with a description of the fault and accompanying photos. 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, you may take the garment to a Cue store in New Zealand.

Where a failure does not amount to a major failure, Cue NZ Pty Limited. 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 NZ Pty Limited to comply with a consumer guarantee under the New Zealand Consumer Protection 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 via post

• 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 as soon as possible after delivery to ensure that your parcel is back to us within 15 days of ordering. After completing the form, you will receive an email with a return number and instructions on how to send the order back to the store who originally filled your order.
• 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.
• Should you elect to not use our returns form and ship your returns via any other method or provider, we may 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 dropped at a New Zealand Post drop-off point.
• 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 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 unforeseen delivery delays, Cue will treat the garment as being received within the required timeframe.
• We are unable to process or accommodate garment exchanges via post 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 in New Zealand. Unfortunately, exchanges can not be made at Cue Ballanytynes or Onehunga.

Exchanges

We are unable to process or accommodate garment exchanges by postal return at this time. If you wish to exchange a garment for a different size, style or colour, please either take your purchase to a Cue store for an exchange (excluding Ballantynes) or follow the returns process online and initiate a new and separate order.
 

Returning within Australia

For information regarding returns, please click here. 
 

Returning Internationally 

For information regarding returns, please see below:

Singapore 

Hong Kong 

United States 

United Kingdom 

All other countries