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RETURNS


Returns & Exchanges

We accept returns for change of mind, size, or style in exchange for store credit or an exchange within 30 days of delivery.

All items must be returned in brand new condition — unworn, unwashed, and undamaged — with original tags and packaging intact. Returns that do not meet these conditions will be declined and sent back at your expense.

How Do I Organise a Return?

  1. Click HERE and use your email/order number to access your purchase history.

  2. Once approved, you will receive a return label through our portal.

  3. Inspect your items carefully — we will not accept items that are worn or damaged.

  4. Ensure all items are returned in original packaging. Failure to do so may result in the shipment being returned to you and your request denied.

  5. Send your package to the address listed on the return label. We are not responsible for lost items.

Cost of Returns

Australian Returns

  • If you opted-in to Checkout+, your return shipping label is included — returns are free for store credit or exchange.

  • If you opted out of Checkout+, you are responsible for return shipping costs. Return labels must be purchased via our returns portal.

USA & Canada Returns

  • Submit a return request through our portal.

  • Checkout+ customers receive a free return shipping label.

  • Opt-out customers must pay for return shipping via the portal.

All Other Countries

  • Return requests can be submitted through our portal.

  • You are responsible for return shipping costs.

  • We recommend standard shipping via registered post and keeping tracking details. We are not liable for lost parcels.

Exchanges

Australia

  • All exchanges incur a $15 AUD processing & shipping fee to cover the return of your new item.

International

  • All international exchanges incur a $15 USD processing & shipping fee.

  • Shipments are handled via Standard Shipping with Tracking.

Store Credit

  • Issued via Gift Card.

  • Can be used for up to 2 years.

  • Gift Cards are non-refundable.

Sale Items

  • All sale items are final sale.

  • No exchanges, refunds, or store credit on sale items.

Return to Sender Charges

Australia

  • If a parcel is uncollected or sent to an incorrect address, a $25–$35 fee will apply.

  • This covers the RTS cost and reshipping.

  • Uncollected parcels and any loss/damage during return are non-refundable.

International

  • If a parcel is uncollected or sent to an incorrect address, a $25+ USD fee applies (DHL RTS may be higher).

  • Additional freight and duties from the initial shipment and return are your responsibility.

  • Uncollected parcels and any loss/damage during return are non-refundable.

Returns Timeline

  • Returns are processed as quickly as possible.

  • Please allow 3-5 business days after we receive your return for processing.

Faulty Items

  • Contact us immediately with a photo if you receive a damaged or faulty item.

  • Notification must be within 48 hours of delivery.

  • Items with faults after 6 months are not accepted.

  • Refunds are only issued if the item is deemed faulty and cannot be replaced.

Incorrect / Missing Items

  • If you receive an incorrect or missing item, contact us immediately with a photo.

  • Written notification is required within 3 days of receiving.

  • Items must be returned within 7 days of delivery.

AfterPay Returns

  • Returning an AfterPay order does not affect your repayment schedule.

  • You will receive a store credit/refund for the returned item.

  • Note: We do not refund orders that have been placed with AfterPay. 

Refunds

  • We do not offer refunds for change of mind. In rare cases where a refund is approved at our discretion, applicable restocking, processing, shipping, and payment fees will be deducted from the refund total.

EU Right of Withdrawal

If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason, in accordance with the EU Consumer Rights Directive.

To exercise your right of withdrawal, please submit your request through our withdrawal portal:

https://caye-collection.myshopify.com/apps/redo/returns-portal/login?withdraw=true

Please note that, in accordance with Article 14(1) of Directive 2011/83/EU, customers are responsible for the cost of return shipping. A prepaid return shipping label will be provided through our withdrawal portal, and the cost of the label will be deducted from your refund.

We will process your refund within 14 days of receiving your notice of withdrawal. However, we may withhold the refund until we have received the returned goods or you have supplied evidence that you have sent them back, whichever occurs first.

The right of withdrawal does not apply to products that are exempt under Article 16 of Directive 2011/83/EU, including any other applicable exceptions under EU consumer law.