Returns

 

COVID-19 Update
We are offering extended returns for customers in NSW, VIC, ACT.

NSW
For purchases made after Sunday 13 June, returns will be accepted in-store and online for an additional two weeks once the lockdown ends.

VIC
For purchases made after Thursday 21 July, returns will be accepted in-store and online for an additional two weeks once the lockdown ends.

ACT
For purchases made after Wednesday 28 July, returns will be accepted in-store and online for an additional two weeks once the lockdown ends.

 

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, or face masks, 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, David Jones, 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 [email protected] 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.

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.

Need help? Email us at [email protected] 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?

All 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 stand alone Cue stores nationwide. You are unable to exchange your purchase at Cue in Myer, David Jones, and Outlet stores: Birkenhead Point, Canberra DFO, Mooabbin DFO, Harbourtown Gold Coast, Harbourtown Adelaide.

 

International Returns

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