To lodge a return for an exchange, store credit or refund please use our returns portal by clicking below:

GO TO RETURNS PORTAL

• Any item to be returned must be in unused and unsoiled condition with tags still attached and no odours (including perfumes). If these conditions are not met, the return will be rejected and returned to you at your own expense.
• You are responsible for any costs associated with returning your items to us, and all goods are your responsibility until they are returned to our warehouse. 
• Chouchou Intimates will cover costs associated with re-sending any replacement items back to you either via Australia Post Express or DHL Express.
• 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.
• Items marked “Final Sale” are not eligible for returns.
• 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 refunds, but we are more than happy to offer a store credit or alternative Chouchou pieces.
• Items purchased during storewide promotions (with a discount greater than 10%) are valid for exchange or store credit only.

All refunds will be processed via the payment method used to place your order. 

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.