Important Information

Returns, Exchanges & Refund Policy

How do I return my shoes?

We want to make the returns process as easy and transparent for you as we can. Check out our returns policy here and make sure you review the checklist guide. Any issues, contact as at hello@cherrichella.com.au

What is your returns & refund policy?

Check out our full cherrichella returns & refund policy here.

Can I return your shoes if I purchased them from one of your stockists?

All purchases made through our stockists must be returned directly to the original place of purchase. Your purchase is subject to our partner’s return policy.

My shoes were on sale when I purchased them. Can I still return them?

All sales shoes are sold as final sale. We do not accept returns on sale items due to change of mind (including the wrong size) as per our returns policy here.

I paid for my shoes with Afterpay or Laybuy. Can I still receive a refund?

You sure can. If your shoes are approved for refund via our returns & refund policy, then the refund will be issued by Afterpay or Laybuy. This means that all future instalment payments will be cancelled and any instalment payments which you have made to Afterpay or Laybuy will be refunded.

Can I get an exchange?

We are unable to process exchanges. If you have made a full price purchase and you wish to exchange, provided you meet our refund policy requirements we suggest you return them and make a new purchase. Check out the conditions of our cherrichella retturns & refund policy.

What if my item is faulty?

If you believe your shoes are faulty then please send us an email with images and a description of the fault. Our customer service team will then respond with the next steps. Please note that a full assessment can only be conducted in our hands, not via email or over the phone. Please contact us at: hello@cherrichella.com.au

What if I don’t have the original packaging?

All shoes need to be returned undamaged in the original packaging. This means the original shoe box, eco-friendly tote bag and packaging inserts. When returning your shoes, please ensure to return them in secure external packaging to prevent the box from being damaged in transit. Check out our full cherrichella returns & refund policy.

When will I receive my refund?

When your shoes have been received back to cherrichella HQ in Melbourne we will process them for assessment. If they have been approved for refund, the payment will be processed within 7 working days. Some refunds can be delayed due to external payment providers.

Please note that the refund payment will be made via the original method of payment.

Can I exchange a sale item?

Please note that we do not process exchanges. All sales items are sold as final sale. We do not accept returns on sale items due to change of mind (including the wrong size) as per our returns & refund policy here.

How long do I have to return my shoes?

All eligible returns can be made within 10 days from receipt of your original purchase. Check out our full cherrichella returns & refund policy.

 

CHERRICHELLA RETURNS & REFUND POLICY:

We want you to be completely happy with our shoes. A lot of effort has gone into making them and if you aren’t completely happy with your purchase then we want to know about it and will always try to find a solution.

Full Price Purchases:

We accept refunds on all full price products. To qualify for a return the shoes must be:

  • Purchased from www.cherrichella.com.au
  • Unworn and undamaged
  • In the original condition they were sent
  • Be returned with all original packaging including shoebox, eco-friendly tote bag and packaging inserts
  • Returned within 10 days of you receiving your order

We do not accept returns after 10 days from the date you received your order. Return postage is covered by the customer. We do not offer refunds for the original shipping costs of your order.

Discounted or Sale Price Purchases:

All products that are sold via a discount code or a limited time promotion are subject to the same Full Price Purchase conditions above.

All sale products are final sales and no returns will be accepted due to change of mind including purchasing the wrong size.

Faulty Product:

All items that are dispatched from our warehouse are thoroughly inspected. However, if you suspect that your shoes are faulty then we want to know about it. All faulty products must be submitted to cherrichella for assessment. To start this process please email us with the details of the fault and any supporting imagery at hello@cherrichella.com.au. We will then reply to your email within 24 hours to direct you as to the next steps.

If the shoes are deemed faulty then we will provide a repair, replacement pair or refund of the amount originally paid. The return shipping costs will be included in the refund.

Return Postage:

Return postage is paid by the customer. We recommend using a reliable delivery partner and ensuring that the box is packed in secure external packaging. Cherrichella is not responsible or liable for return packages which go missing.

Conditions of Return:

To qualify for a return the shoes must be:

  • Purchased from www.cherrichella.com.au
  • Unworn and undamaged
  • In the original condition they were sent
  • Be returned with the all original packaging including shoebox, eco-friendly tote bag and packaging inserts
  • Returned within 10 days of you receiving your order

If these conditions are not met, then we are unable to apply a refund to your original purchase. Please contact us to discuss further at hello@cherrichella.com.au

Timing:

All returns must be made within 10 days of receipt of your order. If your return has been approved by our team, then a refund will be made within 7 working days of approval.