RETURNS & EXCHANGES POLICY

We want you to love your Ciao Ciao Vacation pieces, but understand that sometimes things don’t work out. Eligible items purchased online may be returned within 10 days of receiving your order for an exchange, store credit or refund.

If you choose store credit, you’ll receive an additional $20 AUD to put towards something new. Refunds incur a $9.95 AUD processing fee. Customers are responsible for all return postage costs.

All Australian and international returns are now handled through our Returns Portal We no longer accept return requests via email.

HOW TO RETURN

  1. Visit our Returns Portal.

  2. Enter your order details and follow the prompts to choose a refund, exchange, or store credit.

  3. Once your return is approved, you’ll receive your Return Authorisation (RA) number and shipping instructions.

  4. Please ensure all tags remain attached and garments are unworn and unwashed to qualify for return.

FEES & CREDITS

  • Customers who opt for store credit will receive a $20 AUD bonus credit applied automatically through the portal.

  • Refunds to the original payment method will incur a $9.95 AUD restocking & processing fee.

SALE ITEMS

Sale items are final and cannot be returned for refund, store credit, or exchange.
Items permanently marked down, or purchased using a discount code (excluding the welcome code), are considered sale items.

STORE CREDITS

Store credits are issued as a digital gift card once your return is received and processed.
Gift cards are valid for 3 years and can be used on any item online.

EXCHANGES

We happily offer exchanges where possible.
If your requested item is unavailable, we’ll issue a store credit instead.
To start an exchange, simply use our Returns Portal.

FAULTY & DAMAGED ITEMS

If you believe your item is faulty, please lodge your claim via the Returns Portal within 10 days of delivery, including clear photos and a short description of the issue.
Our customer service team will prioritise your claim.
In line with ACCC guidelines, if an item is deemed faulty and cannot be replaced, we will issue a full refund.

EU RIGHT OF WITHDRAWAL

Customers located in the EU or EEA may withdraw from an eligible online purchase within 14 days of receiving their order. This is separate from our standard returns process and allows you to request a refund in accordance with your statutory withdrawal rights.

To submit a withdrawal request, please select the link below and follow the prompts. Customers are responsible for return postage costs. Once your request has been submitted, you’ll receive confirmation by email.

Start your withdrawal here: EU Withdrawal

PRE-ORDER POLICY

All pre-orders are considered custom-made goods, produced specifically for you, and are therefore non-refundable.
Pre-orders can be returned for store credit or exchange only.
This does not affect your rights under Australian Consumer Law regarding product quality, fit, or description.

Full payment is required at the time of placing a pre-order.
If you cancel your pre-order, you may forfeit part or all of the payment.

Estimated delivery is 4–8 weeks, though delays may occur due to factors outside our control such as customs, weather, or logistics disruptions.

IMPORTANT INFORMATION ABOUT PRE-ORDER AND IN-STOCK ITEMS

Please note the following when placing your order:

For Multiple Pre-Order Items:
If you order several pre-order items in the same transaction, the entire order will be held until all items are available.
To receive items sooner, we recommend placing separate orders. Be sure to check the delivery windows for each style.

For Pre-Order and In-Stock Items:
If you order a pre-order item and an in-stock item together, your entire order will be held until the pre-order item becomes available.
To ensure your in-stock items are shipped immediately, please place separate orders for pre-order and in-stock items.

Thank you for your understanding!