Returns

United States Returns 

If for any reason you are not satisfied with your purchase, fill out our returns form here. Once you have submitted your returns form, you will receive an email with information on how on how to send your return back to us. 

 

Return shipping fees

We now offer local returns for HK, UK, US, SG and CA customers.

Please see the below return costs* in these countries.

  • Hong Kong – 55HKD
  • United Kingdom – 5GBP
  • United States – 8USD
  • Canada – 10CAD
  • Sinagpore – 10SGD

If you are located in one of these countries, please create your return form here. You will be directed to the SEKO returns portal to complete your return. Payment will be taken within the SEKO portal.

*Return rates are subject to change.
For all other countries (Excluding Australia and New Zealand), the shipping is arranged and paid for by the customer.

We will advise of the amount to be refunded by return email. Refunds will be credited to your original method of payment within 7 days of us receiving the item and the refund being approved.

Return period

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.

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.

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

Duties & Tax/VAT will not be refunded to you if you choose to return all or part of your purchase.

What if my item is faulty?

Get in touch with us via email at [email protected] for a resolution. Please include photos of the fault and a detailed description of the issue.

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.

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 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.

Are there any conditions around returning garments to Cue?

We will offer a refund 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 from Cue
  • The original Cue swing ticket is attached to garment
  • The refund itself must be credited to the original payment method used.

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.

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.

Need help? Email us at [email protected] with your query and we can assist.

Returning within Australia

For information regarding shipping options please see the below.

Australia www.cue.com/au/Customer-Info/Returns

Returning within New Zealand

New Zealand www.cue.com/nz/Customer-Info/Returns

Returning Internationally 

Hong Kong www.cue.com/hk/Customer-Info/Returns

United Kingdom www.cue.com/uk/Customer-Info/Returns

Singapore www.cue.com/sg/Customer-Info/Returns

All other countries: www.cue.com/global/Customer-Info/Returns

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