Customer satisfaction is important to us! If you are unhappy with the merchandise you received for any reason, we will happily provide a credit note or refund under the following conditions:
Merchandise must be returned within 14 days of dispatch for Australian and New Zealand customers and 21 days for other countries.
- Australian Orders - For all Refunds within Australia, we retain a $15 Postage & Processing Fee
- International Orders - For all International Refunds, original shipping costs, duties and taxes are non–refundable, and a $25 fee will be deducted from your refund for any international return
- Merchandise must be in saleable condition with all tags attached.
- Merchandise must not be worn, damaged, altered or washed.
- You must contact us before returning the item to receive an RA number.
- At this stage we do not offer exchanges on any items. If you would like a different size or item, you will need to follow the returns process for a refund and repurchase the new item.
- Sorry - sale items cannot be returned or exchanged unless deemed faulty. We do not accept returns or exchanges on sale items or any items sold at a reduced price including items purchased at a promotion.
- We do not accept products purchased during a promotional sale period or on markdown/final sale.
If you believe you have received an faulty item, please send imagery of the item, order number and contact details to online@
If at any stage Joanie Loves ChaChi assess the return as unsuccessful the item will be returned to the customer.
This policy does not affect your statutory rights.
How to Make a Return
- Contact us to let us know what you would like to return, why and if you would like a credit note or refund. We will then provide you with an RA number.
- Ensure the garment is in original condition with tags attached
- Package up your item securely and send back within 14 days of dispatch using a traceable service. International orders needs to be returned to within 21 days of dispatch. Items are to be sent back to Joanie Loves ChaChi at the cost of the customer.
Processing a Refund
Please allow up to 2 working days upon us receiving your parcel to complete the process of your return.
We recommend you send your item back using a traceable service so you know when we’ve received it. Unfortunately Joanie Loves ChaChi cannot be held responsible for parcels without tracking that have not been received back.
Joanie Loves ChaChi can only refund the amount back to the original payment information used while placing the order. If a card has been cancelled and we are unable to process the refund, we will issue a credit note.
For international orders, if an item is returned because a customer refused to pay for any import taxes or customs duties due payable, Joanie Loves ChaChi will seek to recover from the customer all costs or any fees incurred by Joanie Loves ChaChi. Please note that if you refuse to pay custom duties upon delivery, a refund will only be issued after the product has been returned to us.
Please allow up to 4-7 business days for refunds to be processed once your return has been received by our warehouse