REFUNDS & EXCHANGES
How do I get a refund?
Should you wish to return your item, please contact us within 7 days of receiving the item. The item must be unworn and in its original condition. You will be issued a returns form to complete to send along with your item(please include garment bag, fabric swatches, dust bag etc). Return shipping will be at the customer’s own expense as we are unable to offer free return shipping at this stage. However if you have plan to purchase through Paypal we recommend activating free returns with your account.
*We have return points in the USA, Australia and China.
Refunds do not include original shipping, return shipping and any import taxes and duties.
Do you offer exchanges?
Should you wish to make an exchange, please contact us within 7 days of receiving the item. The item must be unworn and in its original condition. You will be issued a returns form to complete to send along with your item(please include garment bag, fabric swatches, dust bag etc). Return shipping will be at the customer’s own expense as we are unable to offer free return shipping at this stage. We have return points in the USA, Australia and China.
*We are launching free exchanges in 2020 so stay tuned!
How do I initiate a request for free return shipping refund via PayPal?
PayPal now offers return refunds up to 8-12 times a year (amount varies between countries) with a cap per request. The cap amount is dependent on your location(eg. Australia is $45AUD and Canada is $30CAD). All you have to do is activate return refunds on your PayPal account. You can then “request return shipping refund” on your order within 30 days of shipping the item back. You will need to provide PayPal with proof of return shipping for approval. Once approved, your return shipping refund will be in your PayPal account after 5-10 business days. For more information, please visit the PayPal website.
I want to make an exchange but the item I want is sold out, what should I do?
At this stage, we are unable to place a hold on items or provide waitlists. If the item you are after is sold out, we recommend commencing the refund process, click “e-mail when available” on the website and place the order when the item is available again
What address do I return to?
Please contact our Customer Service team at email@example.com to initiate a return. We have a returns point in Australia, Hangzhou and United States of America.
When will I receive my refund?
Once we receive your item, we will process the refund. We will notify you by e-mail once we've processed your return. This may take up to 10 business days to go through. This does not include your bank’s processing time and reimbursement will be issued via original payment method.
Please note: Should you return an item that is worn, with signs of damage or heat applications then you are not entitled to a refund.
What else do I need to know before commencing a return?
The Curated will not accept carriage due or payment on delivery and will not pay return charges – these are at your own cost and it is your responsibility to ensure a tracked and recorded service is used. We are unable to refund any lost, missing, or damaged parcels.
My item is faulty, what should I do?
Please contact our Customer Service team firstname.lastname@example.org as soon as possible to assist you further.