We want you to love what you have ordered, but if for some reason you don't, here's what to do.
If you are not satisfied with your Cuddle Fish online purchase, simply return it to us following the procedure outlined below within 14 days of purchase and we will issue you an exchange or full refund for the product, as long as it meets the following conditions.
- The item is in the condition that you received it. The item has not been worn, marked, used or damaged, and includes all swing tags and packaging (unless faulty).
- Please ensure that items are tried on over your own underwear. In the interest of hygiene, we may refuse returned items where we reasonably consider that this has not been done. If you are wanting to exchange or return boxed or packaged goods, they must be returned to us in the original unmarked packaging & in good condition. For returns via post, please ensure you pack them inside a satchel and do not attach anything to the outside of the original packaging. Should the packaging be marked or in unsatisfactory condition there may be a chance that we will not exchange or refund the goods.You have an invoice / proof of purchase. The item must have been purchased through the official Cuddle Fish Website only
- Request your return within the required timeframe
- Excluded items – Gift cards, Sale/Clearance items
Please note: At this present time we do not have an exchange option for our international customers.
Cuddle Fish has the right to assess the age and condition of returned merchandise that has been worn prior to processing a refund or exchange. Unless the merchandise is deemed a genuine manufacturers fault, exchanges and refunds will not be provided after use.
Please note that the customer is responsible for any postage fees for returns. Orders purchased with a gift card, will be refunded with a replacement gift card.
You must have requested your Return Authorization using the online form below, within 14 days of receiving your goods.
If you meet the above criteria and you would like to return or exchange a product to us please follow the simple instructions below.
- Complete the Returns Authorisation (RA) form online.
- Pack all items together with the Returns Authorisation (RA) form, a copy of your invoice in the re-usable satchel that your order arrived in. Stick your new shipping label on the satchel. Ensure your new shipping label is clearly visible. Please remove or cover up the original.
Please allow approximately one week for the processing of your return or exchange once received. Your issuing bank may take an additional billing cycle to apply the credit to your card. Returns that do not follow the above procedures will not be accepted. The customer is responsible for all related freight charges, with the exception of the return of faulty goods.
- First name
- Last name
- Email address
- Phone number
- Order Number
- Item Being Returned
- Request for (Exchange or Refund)
- Reason For Return (Change of mind, Faulty product, Incorrect size)
Cuddle Fish Australia
PO Box 577
Malvern VIC 3144 Australia