At Chille, we pride ourselves on providing our customers with high-quality products that they can enjoy for years to come. However, we understand that sometimes a product may not meet your expectations.
Please note: For hygiene reasons, we do not accept returns on underwear. With your health and safety our main priority, this policy ensures that every piece you receive is brand new, unworn, and of the highest quality. Should you have any questions about sizing or fit, our friendly customer support team is here to assist you. For faulty or damaged goods, please refer to the below policy.
All Pre-Order Items that meet the below return guidelines will be eligible for a return for up to 7 days, once the item has been delivered to you. (Please follow steps the steps below).
Return Guidelines
Please follow the below guidelines to ensure a smooth and seamless return process:
- Return Request:
- Email us at hello@shopchille.com within 7 days of your purchase.
- Include your order number in the email.
- Eligibility for Refunds:
- Refunds are only applicable to full-priced purchases returned in original condition with tags attached.
- All items purchase on sale or with a discount are Final Sale
- For hygiene reasons, underwear and briefs are not eligible for a refund.
- Refunds, Exchanges, and Store Credit:
- We will happily provide an exchange, store credit, or full refund (excluding shipping costs) on all full-priced items, as long as your return meets the below requirements.
- Exchanges are only available to Australian customers at this time.
- Store Credits:
- Store credits are issued for the value of the item at the time of the return, excluding any shipping costs paid.
- Credits are valid for 3 years and are not redeemable for cash.
Faulty/Damaged Goods
In the rare event that you receive a faulty item, please email us within 5 days of receiving your order with images and details of the fault so we can resolve it for you as soon as possible.
Important Notes
- Return Postage Costs: Return postage costs are not covered by Chille. We highly recommend sending your return with tracking information to ensure we receive your item. We can't be held liable for returns lost in transit.
- Exchanges: If requesting an exchange, return shipping is the responsibility of the customer and will need to be paid prior to the exchanged item being sent.
- Processing Time: Once received, your return will be processed within 5-7 business days. Once your return has been approved, we will email you with confirmation.
Items Not Eligible for Return
- Worn, damaged, or used items.
- Items without their original packaging and tags.
- Items purchased on sale or with a discount code.
- Items returned without a returns form.
- Change of mind purchases.
Final Sale Items
All final sale items listed cannot be returned or exchanged unless faulty. Requests for refunds or exchanges on final sale items will unfortunately not be granted.
In the rare event that you receive a faulty sale item, please adhere to “Faulty/Damaged Goods” guideline above, and email us within 5 days of receiving your order. Include images and information about the fault for review.
