Returns Policy
Returns Policy
At CAMILLA, we pride ourselves on our luxurious designs, intricate embellishments, and quality craftsmanship. In the instance that you change your mind, or your purchase is not suitable or the piece is faulty, the following terms and conditions apply.
This policy applies to all purchases made in-store from ‘CAMILLA Retail Boutiques’ and online through the ‘CAMILLA e-boutique’ (located at au.camilla.com).
All items must be managed from their original purchase source – CAMILLA e-boutique return enquiries cannot be managed by a CAMILLA Retail Boutique and vice versa. Items purchased from a CAMILLA stockist, such as David Jones, must be returned to the stockist from where they were purchased and are not managed by a CAMILLA Retail Boutique or CAMILLA e-boutique.
RETURN CONDITIONS
Returns or exchanges will be accepted when:
- the goods are returned to the original purchase location within 14 days of the original purchase date. Returns outside these time frames may be accepted at the sole discretion of CAMILLA in which case only a CAMILLA e-boutique or CAMILLA Retail Boutique credit will be offered;
- proof of purchase to CAMILLA’s satisfaction is provided, in the form of the CAMILLA transactional receipt or invoice; and
- the items are in their original condition, meaning that:
- all tags are still intact;
- the items are in their original packaging; and
- the items have not been worn, altered, damaged or washed (this includes shoes returned with sole markings or scratches).
This clause does not apply where an item has a manufacturing defect which has been brought to our attention within 6 months of the purchase date.
Please note: For all CAMILLA Online Warehouse purchases please refer to our specific e-Warehouse returns policy. There is no change-of-mind for purchases made from the e-Warehouse, All e-Warehouse sales are final, other than in relation to statutory consumer warranties.
CAMILLA E-BOUTIQUE RETURNS
Please note that e-boutique returns must be returned to CAMILLA within 14 days of the purchase having been received.
Full-Priced Items
Full-priced items purchased from the CAMILLA e-boutique may be returned and then a refund or CAMILLA e-boutique credit (at your election) will be issued, provided that the conditions in this Policy are satisfied.
Sale Items
"Sale” or “ markdown” items purchased from the CAMILLA e-boutique may only be returned for CAMILLA e-boutique credit, provided that the item(s) meet the conditions for full-priced item returns. Please note; this includes any full priced pieces with a temporary discount code applied at checkout.
Exchanges of CAMILLA e-boutique Purchases
Unfortunately, due to styles selling out quickly, we cannot offer exchanges on CAMILLA e-boutique purchases as your requested item may sell out prior to us receiving your return. If your purchase meets the return conditions, you are able return your item and purchase an alternative item.
Unfortunately, if you place an incorrect order through the CAMILLA e-Boutique, we cannot correct or cancel the order online. Please contact us immediately regarding a [refund /return] and purchase an alternative item.
Swimwear
Returns of swimwear purchased from the CAMILLA e-boutique may be refused if the hygiene seal is not intact, or if the item is assessed to be unfit for resale by CAMILLA for hygiene reasons. Please ensure that swimwear is tried on over your own underwear to maintain its hygiene.
Non-Refundable/Exchangeable Items
CAMILLA e-boutique will not accept any refund or exchange on the following items due to health restrictions:
- hosiery;
- lingerie, intimates and undergarments including CAMILLA underwear
- earrings and jewellery; and
- surfboards
Nothing in this policy overrides consumer rights under statute – see Faulty Returns.CAMILLA RETAIL BOUTIQUE RETURNS
Please note that Retail Boutique returns must be returned to CAMILLA within 14 days of item(s) purchased.
Full-Priced Items
Full-priced items purchased from a CAMILLA Retail Boutique may be exchanged or returned for a CAMILLA Retail Boutique credit provided that the conditions in this Policy are satisfied.
Sale Items
‘Sale’ or ‘markdown’ items purchased from a CAMILLA Retail Boutique cannot be returned for change of mind.
Non-Refundable/Exchangeable Items
A CAMILLA Retail Boutique will not accept any refund or exchange on the following items:
- swimwear;
- hosiery;
- lingerie, intimates and undergarments;
- earrings and jewellery; and
- surfboards
Nothing in this policy overrides consumer rights under statute – see Faulty Returns.
RETURN PROCEDURE
Return CAMILLA Retail Boutique
The items for repair, exchange or return must meet the requirements set out in this Policy. Items may be presented at any CAMILLA Retail Boutique for assessment and processing in accordance with terms of this Policy.
Return CAMILLA e-boutique
The item(s) must meet the requirements outlined in this policy. Returns will not be accepted without an approved RA#. Please fill out the CAMILLA e-boutique Online Returns Form (sent with your original order); Download the PDF here.
- Please email: online@camilla.com.au to request a Returns Authorisation Number (RA#).
- Please fill out the CAMILLA e-boutique Returns Form
- All returns must be sent via registered post. The return address does not have a ‘Drop Off’ option. Send the completed returns form with your return item(s) to:
CAMILLA e-boutique
13 Bowden Street
ALEXANDRIA
NSW 2015
Australia
Returned items must be received by CAMILLA e-boutique at the address above within 5 business days of CAMILLA e-boutique issuing the RA#.
Return Shipping
Return shipping must be sent back to the CAMILLA Online Store within 14 days of receipt.
Original shipping charges are non-refundable and charges for returned items are the responsibility of the customer.
CAMILLA takes no responsibility for missing incoming deliveries of a return. We encourage you to return your item(s) via registered or traceable postal services as return parcels remain the responsibility of the customer until received by CAMILLA.
Late Returns
Your item(s) should be sent back to us within 14 days. Return outside these timeframes may be accepted at the discretion of CAMILLA and may only be refunded as an online store credit.
GIFT RETURNS
If you have received an item purchased from a CAMILLA Retail Boutique or CAMILLA e-boutique and you would like to return that item or exchange it, then you must follow the procedures set out in this Returns Policy to return your gift.
LINEN HOUSE RETURNS POLICY
To be eligible for a refund, you must return your unopened order in its original packaging within the 14 Day Money Back Guarantee period.
In the case that the item has been opened but is still in its original condition, you will be issued a store credit to the value of that item in lieu of a refund.
The 14 Day Money Back Guarantee will commence from the date you receive your product. If there is no receipt of delivery, the date shall be assumed to be 3 business days from the date of dispatch.
For further information about how to return products from Linen House please refer to: https://www.linenhouse.com/info/returns
SURFBOARD RETURNS
Unfortunately, all surfboard sales are final and non-refundable due to the nature of the surfboards being made to order.
FAULTY RETURNS
Both CAMILLA Retail Boutiques or the CAMILLA e-boutique can assist you with your return of a faulty item by offering you a number of solutions:
- if the fault is minor(as determined at the sole discretion of CAMILLA), we may elect to repair the product, where possible;
- if the fault is major(as determined at the sole discretion of CAMILLA), you may elect to receive:
- a replacement product (if possible); or
- credit; or
- a refund of the original purchase amount (except if the original purchase was made using a credit note.
CAMILLA will only offer you a repair, exchange, credit or refund if:
- the goods are returned within a reasonable time, being 6 months from the date of purchase; and
- proof of purchase to CAMILLA’s satisfaction is provided, in the form of the CAMILLA transactional receipt or invoice; and
- upon assessment by CAMILLA:
- the item is considered faulty; or
- the item is considered to hold a manufacturing fault; or
- in respect to CAMILLA e-boutique purchases, the item varies significantly to the CAMILLA e-boutique description and/or images; or
- in respect to CAMILLA e-boutique purchases, the item delivered is not the item that was ordered.
CAMILLA will not offer a repair, exchange, credit or refund of any item where fault or damage has been caused by the wearing of, or incorrect caring for, the item. However, if you believe the item is faulty please follow our return procedure appropriate to your channel of purchase (eg CAMILLA Retail Boutique or CAMILLA e-boutique).
Please note that for faulty items, purchased from a CAMILLA stockist you are required to return the item to the relevant stockist.
CREDIT POLICY
If you have requested a credit, your item(s) must be returned to the original place of purchase; CAMILLA Retail Boutique or CAMILLA e-boutique. Please note our CAMILLA Retail Boutiques and CAMILLA e-boutique are considered separate, meaning a CAMILLA e-boutique credit cannot be swapped for a CAMILLA Retail Boutique credit or vice versa.
CAMILLA e-boutique Credit
If you are to receive a credit for CAMILLA e-boutique, the credits are applied to your CAMILLA e-boutique Account once your return has been processed. CAMILLA e-boutique credits are valid for 6 months and can be used for purchases via the CAMILLA e-boutique only.
You can check your CAMILLA e-boutique credit balance by logging on to your account. To use your credit you will have the option in the checkout on the payment step to use CAMILLA e-boutique credits. To login to your account click here.
REFUND POLICY
If you are entitled to a refund, your refund must be returned to the original place of purchase; CAMILLA Retail Boutique or CAMILLA e-boutique. Your refund will be returned to the original payment method; online store credit to your CAMILLA account or credit or debit card, the cardholder and the same card are required.
CAMILLA e-boutique Refund
CAMILLA e-boutique, returns are processed in accordance with our processing procedures. Processing of refunds can take up to 5 business days to show on your account due to varying processing times between payment providers. You will receive an email from CAMILLA Customer Care when your refund has been processed.
CONSUMER GUARANTEES
Certain legislation including the Australian Consumer Law (ACL) in the Consumer and Competition Act 2010 (Cth), and similar consumer protection laws and regulations may confer you with rights, warranties, guarantees and remedies relating to the provision of goods or services to you by us which cannot be excluded, restricted or modified. Our liability is governed solely by the ACL and this Policy and in relation to the CAMILLA e-boutique, any terms of use and purchase specified on the website.
If you are a consumer as defined in the ACL, the following notice applies to you: "Our goods come with warranties and guarantees that cannot be excluded under the Australian Consumer Law (Consumer Guarantees). You are entitled to a replacement or a refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.”
AMENDMENT
This Policy may be amended from time to time by CAMILLA, without prior notice. Any purchase from us following any such amendments will be deemed to be confirmation that you accept those amendments. We recommend that you check CAMILLA’s current Terms, before making any purchase. Our agents, employees and third parties do not have authority to change the Terms.
CONTACT
If you have any questions related to our returns policy, please contact our
Customer Care Team: online@camilla.com.au
Address: CAMILLA, 13 Bowden Street, Alexandria, NSW 2015 Australia
Hours: Monday-Friday 9:30am-5:00pm AEST
Phone: 1300 226 455