Returns
Online Returns Policy Summary
We offer Change Of Mind Returns on styles purchased online subject to the following conditions:
The style is returned within 30 days of placing your order.
Proof of purchase is provided.
The style is in its original saleable condition with the swing tag attached. Styles that have been worn, damaged, altered, laundered or washed will not be accepted.
Styles marked as FINAL SALE are ineligible for a refund, exchange or credit unless deemed faulty.
Payment was made using a debit or credit card. Online purchases made via Paypal cannot be returned to a Cue store, and must be returned online.
Our full Returns Policy is included in our Terms Of Use.
To request a return, start here.
To request a return or replacement on a faulty item, please initiate a return using the booking link above. If your order falls outside the 30 day return policy, please get in touch.
Your options
Return or exchange your online order at a Cue standalone store free of charge, if your purchase was made using a debit/credit card. You need to have the card used for your online order with you when you return in-store.
A Postage and Handling fee is charged for online returns.
Postage & Handling fees
Within Australia: A flat rate Postage & Handling fee of $10 will be deducted from your refund.
From New Zealand: A flat rate Postage & Handling fee of $7 will be deducted from your refund.
From Singapore: Postage is at the sender's own cost and arrangement. No Postage & Handling fee will be deducted from your refund.
From all other countries: A flat rate Postage & Handling fee of AUD$20 will be deducted from your refund.
Cue Standalone Store Returns
We will offer a refund or exchange on styles purchased in a Cue standalone store, provided that it meets the below criteria:
The style is returned within 30 days of purchase and accompanied by a proof of purchase.
The style is in its original saleable condition with the swing tag attached. Styles that have been worn, damaged, altered, laundered or washed will not be accepted.
The style is not marked as FINAL SALE.
Purchases made in Cue standalone stores cannot be returned to the online store or department store concession stands.
Purchases made in David Jones, Myer or Ballantynes must be returned to the original department store.
Refunds
Refunds are reversed onto the original form of payment. Depending on your credit card provider, refunds may take 3-10 business days to appear on your bank statement. The total amount of the refund will be less any original and return shipping charges.
Exchanges are currently unavailable
Final Sale Items
Some items are sold on a Final Sale basis. Final Sale product cannot returned or exchanged unless deemed faulty.
When a product is Final Sale, it will be indicated on the product page, throughout the checkout and on your order confirmation email. Please get in touch if you would like assistance with sizing, fabrication or styling prior to purchasing to ensure you find your perfect fit.
Should your Final Sale item be faulty, please get in touch and our customer care team will provide a resolution.
Order Changes & Cancellations
Due to the complexities of our online, warehouse, and delivery systems we are unable to make any changes to an order once it has been placed.
Unfortunately, this means we’re unable to cancel or edit orders, update delivery addresses, or adjust the delivery method once your order is confirmed.
Incorrect address
If you’ve entered an incorrect delivery address, please contact our Customer Care team as soon as possible.
We’ll do our best to arrange a redirection on your behalf. However, please note that redirections are not guaranteed, and your parcel may still be delivered to the original address provided.
Please be mindful that we are unable to refund or replace orders where a redirection is unsuccessful.
Faulty Items
We have rigorous testing and quality assurance processes in place, and product faults are rare.
However, if you experience a fault with one of our products, please get in touch. We will work with you to resolve any fault as soon as possible.
Important Exceptions for Change Of Mind Returns
Earrings: For hygiene reasons, we are unable to accept returns or facilitate exchanges on earring purchases as they cannot be resold.
Shoes: Please try on all footwear on a carpeted surface before general wear. Returns of footwear will not be accepted if the product has scuff marks or the original shoe box is damaged.
These exceptions do not apply to Faulty items.