RETURNS AND REFUNDS

Not love at first sight? We got you!

We want to make sure that you love your new outfit. We do however understand that online shopping is HARD and it may not always be a perfect match. So if you have received an outfit that is not quite right or doesn't fit, you are welcome to return it, as long as it meets our return criteria

Full Priced Items
Full priced items can be returned for a refund or store credit

Sale Items
Sale items can be returned for a store credit only (except in the rare case of the item being faulty*)

Faulty Items
Please process a return for your faulty item using the portal below

Final Sale / Seconds
Final sale items are not eligible for return unless there is a fault in the item that was not disclosed at time of purchase

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Is my item eligible for return?

  • I am able to post the item back within 28 days of receiving it (as long as item is lodged at post office before the 28 days are up, you are within the return window)
  • All original tags are attached
  • There are no marks including makeup and deodorant marks
  • There are no strong scents of body odour, perfume etc
  • There are no holes or pulls
  • All zips and fastenings are functional
  • The item is not a final sale item

Did you say yes to all of the above? Then yay - you can return your item!

How do I apply for a return?

  • Access your account and returns area via the button below
  • Enter the email address connected to your order
  • A 6 digit code will be emailed to you - enter this to access your orders page (IMPORTANT: Please do not use autofill or enter any codes sent to you via your phone - this will not log in to the correct area and your order may not be visible. Please only log in using the code that is emailed to you)
  • Click on the order number you wish to return
  • Click "Request Return" 
  • Select the item/s you wish to return, choose your reason for return and select "Request Return" button
  • Your request will be assessed and you will receive a response within 2 business days (usually sooner)

My return has been approved. Now what?

  • Pack your item in a return parcel bag (you can even reuse our bags if they were opened correctly the first time)
  • Visit your local post office for shipping (it does not have to be express, as long as the parcel is sent before your 28 days is up)
  • Lodge your parcel over the counter if possible - this means we know the tracking will be scanned in and less chance of it going AWOL
  • Send the tracking number to shop@ciaobelladresses.com.au so we can retrieve your order and process your return asap. We suggest downloading the Australia Post app to track the order from your end also

Then sit back and relax! Once we receive your return, we will check it over to make sure it meets all conditions. This will take 1-2 business days. We will then process your return. Please note, as Ciao Bella Dresses is based in rural WA, post may take longer than some customers may be accustomed to

Who pays return shipping?

All return shipping costs are at the cost of the customer, except in the rare case that you have received a faulty item

My items have been received by Ciao Bella Dresses - what happens now?

Once your order has arrived at our local post office, it will be collected within 2 business days - PLEASE make sure you send a tracking number once it has been lodged so we can be sure to collect it when it arrives (the joys of living in the bush!)

We will then process your return. Refunds will be sent to the same method you paid with. Store credits will be sent in the way of a gift voucher so please check your email for your voucher. Please note that your return will not be processed until it is received by Ciao Bella Dresses and the condition of the item has been checked. Please keep your tracking number handy (we suggest downloading the Australia Post tracking app) so you can track the process of your return

As Ciao Bella Dresses is based in rural WA, post may take longer than some customers may be accustomed to. If you are worried about the status of your return, please check your tracking and then contact Ciao Bella Dresses if it has been more than 3 business days since it was received

Please note that it may take a couple of days for funds to return to your method of payment, this may vary with each financial institute and is out of our control

Where is my refund???

Before querying your refund please check:

  • Has your item been received by Ciao Bella Dresses? Run your tracking number through the Australia Post app if you are unsure
  • Did you provide the tracking number to us and has it been collected from our post office?
  • Is your item eligible for a refund? If you have returned a sale item, you will receive a store credit in the way of an emailed gift voucher, so please check your emails (including junk) for a gift voucher
  • Has 2 business days passed since your item was collected by us? Refunds will be processed within 2 business days - once processed by us it may take another couple of days for the refund to reach you depending on your financial institute

If you have checked all of the above please send me an email at shop@ciaobelladresses.com.au to check in on the status

I've received a faulty item, help!*

Should you believe you have received a faulty item, please apply for a return at the portal below, and email photos of the faulty item. If deemed faulty, we will organise a return shipping label for you to send the item back to us for a refund, repair or replacement, or may offer a discount for you to keep the item

shop@ciaobelladresses.com.au

What about my ACCC rights?

Please see the ACCC website regarding your rights when it comes to refund, repair or replace

Charge Backs

Consumers are lucky in that Australian shoppers are well protected when it comes to their rights (as they should be!). Consumers have the ability to process a charge back via their method of payment such as PayPal, Afterpay, their bank etc.

Ciao Bella Dresses was started in June 2019 and has years of customer service and thousands of orders to vouch for being a trustworthy business. We offer an easy and flexible returns policy, including refunds, when many similar boutiques do not offer refunds at all except in the event of a fault. Our refund process is easily accessible on our website

Unfortunately, some people still choose to process a charge back on their order before they have contacted us about getting a refund on a return. This does not accomplish a quicker refund, nor will it guarantee that you will receive a refund if you are not eligible for one. Unfortunately, this will only delay the returns process as I work through the admin involved in chargebacks. It also restricts cash flow to my small business, as a charge back may cause a freeze on funds in my account or add additional unwarranted fees

Therefore I ask that customers refrain from putting through a charge back unless they truly believe that our T&C's have not been met. If you need clarification on an order we ask that you reach out to us via email before putting a charge back through, to reduce the strain put on our small business

As a small family business, every single transaction made with Ciao Bella Dresses has the ability to directly affect my young family - please keep this in mind before you take unnecessary action

shop@ciaobelladresses.com.au

Can I exchange my item?

We do not hold items for exchange, so we recommend placing an order for the new item ASAP so you don't risk it selling out. Then please apply for a return for the original item using the portal below, and make a note that you have placed an order for a new item. Once we have received your returned item, we will then refund the cost of the new purchase rather than giving you a store credit

This is not applicable for "Final Sale" items - these cannot be returned except in the event of an undisclosed fault

Access the return portal here

I'm ready to lodge my return now!