Refund policy
Return & Refund Policy
We want you to be happy with your purchase. If you are not satisfied with your order, you may return it in accordance with the terms below.
1. Our Return Policy
This policy applies to orders shipped to Australia. We accept returns within 30 days of delivery for most items, for any reason, subject to the conditions below. You'll need your order number or proof of purchase to complete a return.
To start a return, please contact us at:
Please include your order number and the reason for your return. Items sent back to us without first requesting a return will not be accepted.
2. Condition of Returned Items
Returned items must be unworn, unwashed, and in their original condition, with tags attached. You may try an item on as you would in a store, but items showing signs of wear, use, odour, or alteration will not be eligible for a change-of-mind return.
Where possible, please return the item with its original packaging, tags, and accessories.
3. Return Shipping Costs
If you are returning an item because you changed your mind, you are responsible for the cost of return shipping.
If an item is faulty, damaged, incorrect, or otherwise does not match your order, please contact us before returning it. We will cover the reasonable cost of return shipping in these cases.
4. Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed in Australian dollars (AUD) to your original payment method within 7 business days. Please note that your bank or card issuer may take additional time to show the refund in your account.
Original shipping charges are non-refundable for change-of-mind returns, but shipping is free on all our orders.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at chimerine.support@gmail.com.
5. Faulty, Damaged, or Incorrect Items
Please inspect your order after delivery and contact us as soon as reasonably possible if:
- the item is faulty or defective;
- the item was damaged during delivery;
- you received the wrong item;
- the item is missing parts or accessories; or
- the item does not match its description or what you ordered.
Please contact us at chimerine.support@gmail.com and provide your order number and, where appropriate, photographs showing the problem. We will offer a replacement, repair, or refund at no additional cost to you.
6. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights, and our 30-day change-of-mind return is offered in addition to them.
7. Delayed Orders
If we are unable to ship your order within the timeframe stated at checkout or in our Shipping Policy, we will notify you and give you the option to cancel your order for a full refund.
8. Exceptions to Change-of-Mind Returns
The following items cannot be returned for change of mind (this does not affect your rights for faulty goods):
- items marked as Final Sale at the time of purchase;
- worn, washed, or altered items;
- items missing original tags; and
- gift cards.
If you are unsure whether a particular item can be returned, please contact us before making a purchase or a return.
9. Sale and Discounted Items
Unless marked as Final Sale, sale and discounted items may be returned under the same terms as full-price items.
10. Exchanges
We do not offer direct exchanges. If you would like a different size, colour, or product, please return the original item in accordance with this policy and place a new order separately.
11. Return Address
Please do not send a return to the address printed on the parcel unless we have specifically instructed you to do so. We will provide return instructions and the correct return address once your return has been approved.
12. Contact
For all return and refund questions, please contact us at:
Store Name: Chimerine
Phone Number: +41 79 688 83 49
Email: chimerine.support@gmail.com
Customer Service Hours: Monday to Sunday, 9:00 AM - 8:00 PM (AEST)
Address: Rudolfingerstrasse 13, 8466 Trüllikon, Switzerland
Please include your order number whenever possible so that we can assist you as quickly as possible.
We recommend obtaining proof of postage when returning an item.