Refund policy

We want you to be 100% happy with your purchase, so if you don't totally love your pieces, we will happily accept your return for a refund or store credit. Our return policy is valid for 14 days from the date of delivery. Return shipping costs are the customer's responsibility unless item is determined as faulty. 

Please click here for our self-serve returns portal. All returns will be finalised once received and confirmed at our warehouse. 

To qualify for a return, items must be;

  • Unworn and in original condition
  • Still with original tags attached

Returns will be rejected if any of the following is noticeable:

  • Strong fragrances and/or odours
  • Pet hair
  • Make-up or fake tan
  • Has been obviously worn or washed

Exchanges

We offer exchanges which incur a cost of $9 for return shipping. Please submit a return through our portal and please leave a comment stating the item you wish to exchange for. You can always contact us on hello@chilliandcharli.com.au and we'd be happy to help. 

Full-Priced Items

We accept returns and refunds on full-priced items only. Customers are responsible for the return shipping fees, and refunds will be issued minus the original shipping charges.

If you purchased using a discount code or sitewide sale (such as black friday), you are still eligble for a return for store credit or exchange only (no refunds). 

Full-priced items on sale ie; Black Friday or EOFY sale

Orders placed during a sitewide sale (including events such as our EOFY or Black Friday Sale) are eligible for a store credit or exchange only. Refunds to your original payment method are available on full-priced purchases only that have not used site wide discounts.

This policy allows us to keep our pricing fair year-round. Processing a return is a significant cost for our small business and involves staff time to inspect, process, steam and repackage each bamboo pyjama set for resale, along with new packaging and fees associated with our returns platform, ReturnGO. These costs are not built into the price of our products, which is why we are only able to offer refunds on full-priced orders.

All returned items must be unworn, unwashed, have their original tags attached, and be lodged through our Returns Portal.

Sale items 

All sale items are final and cannot be exchanged, returned, or refunded so please choose carefully. These items are part of our final clearance and are not eligible for any changes. In the unlikely event your sale item is faulty, then we can review and provide a store credit. Please email us within 7 days of purchase at hello@chilliandcharli.com.au

Sample seconds

From time to time, we offer sample seconds. These items are sold at a significant discount due to minor faults and are not eligible for return, refund, or exchange. By purchasing a sample second item, you acknowledge and accept any imperfections.

Faulty or damaged goods

We go through rigorous quality control, however sometimes things can be missed. If your item(s) are faulty in any way, please email us at hello@chilliandcharli.com.au with your order number and photos of the fault so we can review and resolve this issue for you as soon as possible. 

Shrinkage

Please note we do not offer exchanges or refunds for items that have shrunk. Bamboo fabric may shrink after its first wash, and this has been accounted for in our sizing. If you are unsure about sizing or concerned about potential shrinkage, please contact us at hello@chilliandcharli.com.au prior to purchase and we will be happy to assist.