Returns & Exchanges

Cindy Studios wants you to absolutely love your Cindy pieces. However, if for some reason you are unsatisfied with your order, please see below. 

RETURNS:

All returns must be requested within a 14 day period of receiving your garment. Please see section *RETURNING CONDITION* to comply with our return policy. Please note, all original shipping charges will NOT be refunded and you are responsible for the charges of return shipping. In the instance the garment is faulty, the cost of returning the goods will be covered. If the garment you receive is faulty, see section *FAULTY ITEMS* to understand the process.

How do I return ?

For all returns please contact us and provide the following details:

    ⁃    Full Name

    ⁃    Original order number

    ⁃    Reasoning for a return (wrong size, style change, change of mind or faulty)

    ⁃    Request for a refund, exchange or store credit.

Please allow up to 3 business days for our returns team to respond to your request. You will then receive a confirmation email, where the shipping guidelines will be attached, once the return request is approved. 

*Please note Cindy Studios is NOT responsible for any lost or damaged items when returning your garment*

 

INTERNATIONAL RETURNS

All duties and tax (including VAT) payments that are required, will NOT be subject to a refund or store credit. Please allow 3 business days for the Cindy team to respond to your request. All international returns will be required to pay for return shipping.   

REFUNDS

Refunds will be offered to full priced orders only, these DO NOT include SALE items. All sale items CANNOT be returned nor exchanged, as they are considered final sale. FREE gifts and PROMOTIONAL garments CANNOT be returned, exchanged or credited. The original postage cost will NOT be refunded when the return is made. A refund will not be issued if the garment does not comply with our *RETURN CONDITION* policy.

All returns will be dealt with within 3 business days once the item has been received and inspected. A message will be sent once the return has been received, where we will inform you whether your request has been accepted or rejected. If you are approved all refunds will be processed through the original payment method.

 

How long will my refund take?

Depending on your payment method, the process can take anywhere between 2-7 business days to enter your bank account. We are not responsible for any delays in payments. Please note, if 7 business days have passed and a refund has still not processed into your account, please contact your bank and get into contact with us. The Cindy customer care team will provide you with any information needed to resolve the matter.

 

EXCHANGES

Exchanges are accepted on full priced items only within 14 days of purchase, and meet the return conditions. Please note, we cannot put items on hold, and customers are responsible for all costs associated with returns/exchanges. 

STORE CREDIT

Should a store credit be requested, a gift card will be issued and sent via email. Please note, store credits are valid for 12 months ONLY from the date of issue. Please allow 3 business days for your store credit to be issued. Please note, once you have received a store credit in the form of a gift card, this CAN NOT be refunded.  

 

RETURNING CONDITION

To be eligible for a return, garments must be returned in original sale condition and within the 14 day refund/exchange period. Tags and hygiene liners must remain attached and garments must be unwashed/unworn.  

Rejected items

We will not accept garments that are returned with the following issues:

    -    Deodorant marks  

    ⁃    Hygiene liner and tags not attached  

    ⁃    Have a distinct odour (such as perfumes)

    ⁃    Stains or blemishes on the garment

    ⁃    Signs of wear and tare

    ⁃    Covered in animal hair

    ⁃    Washed

All items are throughly inspected before any action is taken and the return is processed. If the items being returned do not comply with returns conditions, your request will be rejected and you will not be issued a refund.  

 

FAULTY ITEMS

On the rare occasion you receive a faulty item, we sincerely apologise for this and encourage you to contact us within 24 hours of receiving your order. Please contact us, where you will need to provide your order number, full name and images of the fault. These matters will be treated with the highest priority, and resolved within 2 business days from initial contact.

Please note, that any damages due to an accident, wear and tear or failure to use as per care instructions will not be considered faulty and therefore a refund, store credit or exchange will not be accepted.