HOW TO start a return

We want you to have a pleasant shopping experience with Cupshe. If you are not satisfied with your purchase, we're here to help. Please see our return policy for more details.

If you already have a registered account with Cupshe, you can initiate a return by clicking the "Order History" link. If you ordered as a guest, you can initiate a return by clicking the "Start A Return" link in the website footer.

Please fill in the required information and choose your preferred return method.

We will send you a return label by email within 24 hours after your return request is approved. Please print the label and tape it on your return package.

It's that simple! Once we've received your returned package, we'll take care of the rest and process your refund asap.

RETURN POLICY

Need to make a return?
If you're not absolutely in love with your Cupshe order, we want to make it as simple as possible. See below for more information on our return policy.

Except for any products designated on the site as non-returnable, we will accept returns of unworn, unwashed items in original condition with product tags and hygiene liners attached within 30 days of delivery.

  • Please note that we don't accept returns after the 30 day timeframe. If an item is sent back after the 30 day window, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
  • Our swimwear comes with a removeable hygiene liner to ensure your safety - return items cannot be accepted if the liner is removed. Please try on your Cupshe items over your underwear without removing the hygiene liner.
  • Remember to take extra care to pack your return package properly so they don't get damaged on the way - we are not responsible for any returns until they reach our return address. Please also make sure to get proof of postage for reference incase you need to check the status with the carrier before it reaches us.
  • Gift cards, beach blankets,swimming rings, sunglasses, jewelries, hair accessories and items marked as flash sales, final sales & special sales are not eligible for returns or exchanges and will not be refunded unless there is a quality issue.

Easy Return to Our Warehouse
We provide Australia Post return labels for your items with costs starting from as low as AUD$10.95. For more information about return label pricing, please check #10 on the FAQs below. Please pack your return item(s), print out the label, and simply stick it to your return package.
Please note that the return label is only valid for 21 days after the approval of our Customer Care Team.

RETURN FAQs

1. What items can't be returned?

For sanitary reasons, beach blankets,swimming rings, sunglasses, jewelries, hair accessories and items marked as flash sale, final sale & special sale are not eligible for returns or exchanges unless there is a quality issue. Items marked as flash and final sales are also not returnable unless there is a quality issue.

2. What does pre-order mean?

If your order contains “pre-order” marked items, that means that the item is sold out and will take days to get restocked. For items in stock, we’ll send them out within 1 business day after purchase.

3. Are pre-sale items refundable?

Yes, pre-sale items are refundable. We can accept your refund request if you’ve received your pre-sale items within 30 days upon delivery.

4. How do I submit a return or exchange request?

If you placed the order via the registered account, you can request a return or an exchange by clicking the "Order History" link on your account page. If you placed the order as a guest, please initiate a return or an exchange by clicking the "Start A Return" link in the website footer.

5. Can I return an item purchased with a coupon?

Please note that purchases made with coupons cannot be returned or exchanged. If you made a purchase with a combination of a coupon and regular form of payment, only the amount exceeding the coupon value is refundable. If you need more help, feel free to contact our Customer Care Team.

6. I've received a damaged or defective item. What should I do?

We take pride in the quality of our pieces and if it's anything less than great, we want to make it right.

Incase you receive a damaged or defective item, please get in touch with us and we'll try and sort it out for you as soon as possible. Make sure to include the information below:

1) Your order number

2) Product name or SKU number/Product code(you can find this in your confirmation email)

3) Describe the damage/defects and provide clear photos

7. I received the wrong item. What should I do?

We always want to ensure that we get you all your faves! If we made a mistake and sent the wrong item, don't worry - we'll make it right!

Incase you receive the wrong item, please get in touch with us and we'll try and sort it out for you as soon as possible. Make sure to include the information below:

1) Your order number

2) Product name or SKU number/Product code(you can find this in your confirmation email)

3) Describe the damage/defects and provide clear photos

8. What should I do if my package is missing an item?

If you've received a package with an item missing, it's most likely one of two things:

1) To get your orders to you as fast as possible, some orders may arrive in separate packages. Check your confirmation email to see if your order will arrive in multiple packages.

2) If you have not received your entire order by the expected delivery date, please contact our Customer Care Team so we can look into this for you as quickly as possible.

9. I got the wrong size! Can I exchange for a smaller/bigger size?

Yes! We're happy to help you exchange for the right size within 30 days of the delivery date.

1) Please contact us via livechat or email to request an exchange. We'll send you exchange instructions within 24 hours.

2) Once we reply to your request, you will receive refund options. You will be required to reply with your selected refund option in order to proceed.

3) You'll need to ship your item(s) to the return address provided, then share the shipment tracking information with us.

4) When we receive your package, we will process your refund as soon as possible.

* Note: We currently are unable to offer a free returns service, so return shipping must be made at your own cost.

10. Do you provide free return labels?

We currently are unable to offer a free returns service.

The charge of return label increases according to the number of items you refund.

The specific price is as follows:

Numbers of Items Charge
1-3 AUD$11.95
4+ AUD$16.95

*Please note the return label is only valid for 21 days after the approval of our Customer Care Team.

11. Where should I send my returns?

Once you submit your request for return, we will send you the return address. Please ONLY ship it to the return address that we provide and not to the address on your original package or your return will not be received.

12. Can I return the item to your warehouse, office, or physical store?

We currently do not accept return methods other than our standard return procedure. Please follow our return process so we can help you out as quickly as possible.

13. I've sent out my return package. What's the next step?

That's it! Once we've received your returned package, we'll take care of the rest and process your refund asap.

14. When can I expect my refund?

To ensure that we can process your refund quickly, please ensure you follow the instructions closely and provide all of the required information. Once we receive the return package and determine that it's eligible for a refund, you can refer to the following chart for an estimated timeframe on when to expect to receive your refund:

Refund Method *Cash Coupon PayPal Credit Card
Time Frame Instant 3 Business Days Within 10 Business Days

*If you do not receive a credit to your account within timeframe mentioned above, please contact the issuing bank of your credit card.
*Due to current situations, your credit cards refund may require an additional 3-5 days to process. Thank you for your patience and understanding.

15. How can I get the refund for my return?

Depending on the refund option you choose, refunds will be issued to your original account or as a coupon, which you can use to shop on au.cupshe.com. Please note that purchases made with coupons can not be returned or exchanged.

16. What happens if a refund goes to a closed/cancelled account?

Refunds are credited to the original form of payment. If your bank account has closed since you've made the purchase, you will need to contact your bank directly for information on how to receive the funds.

Tips:

1) Before making a purchase, please carefully review your payment information and double check to make sure it can be used as a valid form of payment.

2) It is your responsibility to ensure that your credit card account is not closed or canceled. We can only issue refunds to the original form of payment, so if your card closed or canceled, you will need to contact the bank directly for further information.

3) If you card is lost or stolen but you need a refund, please let us know as soon as possible. We will need you to provide relevant documents and share your updated account information so we can issue your refund to your secured account.

17. What would make my order ineligible for returns/exchanges?

1) For hygiene purposes, worn clothes cannot be refunded, unless there is a quality issue.

2) Return/exchange request made over 30 days time frame cannot be refunded.

3) Only orders purchased on au.cupshe.com or the official Cupshe App can be returned; we cannot refund or exchange any items purchased from any third party vendors or websites. Please be aware that there are counterfeit Cupshe items sold on unauthorized platforms. If you are unsure, you can clarify with our customer care team to ensure you are buying a legitimate Cupshe item.

4) We are unable to accept returns or exchanges on any gifted items as we are only able to refund to the original source of payment. We appreciate your understanding.

18. Do you accept returns outside of the AU?

Unfortunately, we only offer return labels for AU orders.

19. How do I check my refund status?

If you placed the order via the registered account, you can request a return or an exchange by clicking the "Order History" link in the account page. If you placed the order as a guest, please check your refund status by clicking "Start A Return" in the website footer.

20. Why can’t I request a return on your return page?

If you have issues requesting a return, please check the following scenarios:

1. A return has already been requested for the same order.

2. Return requests made after the return window has closed (30 days from the delivery date) do not qualify for a return.

3. Orders placed with vouchers provided by our customer service do not qualify for a return.

4. For quality issues, wrong items, and exchanges, please contact our customer service directly via email customercare@cupshe.com for assistance.

view more