returns & exchanges

To lodge a return for an exchange, store credit or refund please use our returns portal by enter your details below

ELIGIBLE ITEMS

• You may return any item (except Final Sale items & Underwear) within 30 days of delivery, as long as the item is unwashed, in original condition, and in undamaged packaging.

HYGIENE STANDARDS

• Any item to be returned must be in unused and unsoiled condition with tags still attached and no odours (including perfumes).
• All returns are carefully inspected by our QC team. We reserve the right to refuse returns that do not meet our hygiene standards, in line with our returns policy.

EXCLUDED ITEMS

• Underwear cannot be returned due to hygiene regulations (subject to Australian Consumer Law).
• Underwear includes Thong/Tanga/Brief/Boyshort/Teddy/Onesie
• Bras, Loungewear, Sleepwear are not considered Underwear and may be returned/exchanged if they meet our policy.

FINAL SALE

• Items marked as Final Sale (subject to Australian Consumer Law) cannot be returned or exchanged unless faulty - sorry. If Underwear or Final Sale items are returned to us, we unfortunately cannot process a refund or exchange. These items also cannot be returned back to you.

RETURN FEES

All goods are your responsibility until they are returned to us, regardless of whether the label was provided. 

• DOMESTIC:
• Returns & Exchanges - $10AUD per return
• Please note that shipping costs from your original order are non-refundable.
• INTERNATIONAL:
• Returns & Exchanges - You must organise the return yourself with the courier of your choice.
• Please note that shipping costs from your original order are non-refundable.

PLEASE NOTE...

• Upon arriving back at Chouchou HQ, please allow up to 5 business days for us to process your return.
• Please return items in the original Chouchou Intimates satin pouch. You may keep any free gifts, cards, stickers and packaging elements included with your shipment; these do not need to be returned.
• Please note that due to the popularity of our pieces, we cannot guarantee that we will have the requested size in stock to exchange. We cannot set items aside for exchanges
• No exchange or refund is available on any product that has been embroidered unless the product is faulty.
• Previously exchanged items are not eligible for returns.

All refunds will be processed via the payment method used to place your order. Refunds can take 2-5 business days to process, depending on the bank!

A refund can only be sent to the original payment method. For example, if the item was purchased using a Visa card, the credit will be refunded to the same Visa card. If you no longer have access to that payment method, you will need to contact the bank or agency for the original payment method to claim the funds after the refund is sent. 

As per our Return to Sender Policy, if an Australia Post package is "Returned To Sender", you will be issued a store credit, not a refund. You will be credited the order subtotal, before shipping/RTS Fee.

As per our Return to Sender Policy, if an Australia Post package is "Returned To Sender", you will be issued a store credit, not a refund. You will be credited the order subtotal, before shipping/RTS Fee.

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