Return to Sender Policy

Occasionally parcels are returned to our warehouse and marked as ‘Return to Sender’ by Australia Post, meaning the parcel could not be delivered for one of the below reasons:

  • The recipient no longer lives at the provided Postal Address.
  • The recipient does not collect their parcel from the Post Office in time.
  • The incorrect Postal Address was provided to us.

It is important to note that this reflects an issue on the recipient’s end, not a discrepancy due to Chouchou’s processes.

Chouchou is charged a RTS cost of A$10.50 per parcel by Australia Post.

If we receive a RTS, we will contact you within 5 business days, where you will be able to choose from the following two options: 

    1. For AU orders: We can issue you with a Store Credit excluding the RTS charge of $10.50.

      For International orders: We can issue you with a Store Credit excluding your original shipping cost.

    2. We can resend the parcel to a new Postal Address and simply send you an invoice for the re-shipping cost.

If we do not hear back from you with your decision within 14 days, you will be automatically be issued a Store Credit to the value of the the order subtotal, before shipping.