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 online through the ‘CAMILLA e-boutique’ (located at au.camilla.com). Please refer to our CAMILLA Retail Boutique Returns Policy below for more information about our in store returns policy.

Unfortunately we cannot accept returns on Items purchased from a CAMILLA stockist, such as David Jones. Items must be returned to the stockist they were originally purchased from.

 

E-BOUTIQUE RETURNS

Items purchased from the CAMILLA e-boutique may be returned and then a refund will be issued, provided that the conditions in this Policy are satisfied.

 

Return Conditions

Returns or exchanges will be accepted when: 

• Goods are returned to the original purchase location within 14 days
• 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. 

 

E-Boutique Exchanges

Unfortunately 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.

 

Non Refundable Items

CAMILLA e-boutique will not accept any refund or exchange on the following items due to health restrictions:

• earrings and jewellery;
• surfboards; and
• face masks 

 

Gift Cards 

Both Physical and eGift cards cannot be refunded or returned, unless required by law.

 

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.

 

Wallpaper

Unfortunately, due to its made-to-order nature, wallpaper sales are final and cannot be returned due to change-of-mind. Any product that arrives damaged, defective or not in accordance with the item ordered may be returned within the standard returns timeline outlined by this policy.

 

RETAIL BOUTIQUE RETURNS

Please note that Retail Boutique returns must be returned to CAMILLA within 14 days of item(s) purchased.

Items may be presented at any CAMILLA Retail Boutique for assessment and processing in accordance with terms of this Policy. Items for repair, exchange or return must meet the requirements set out in this Policy.

 

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;
• surfboards; and
• face masks

 

E-BOUTIQUE RETURNS PROCEDURE

For Australian returns below you can find step by step how to initiate the return:

1. Ensure the conditions of return listed above have been met
2. Submit your return via https://au.camilla.com/a/returns
3. Add your order number and email address used to place your order, click ‘Return Items’
4. Select the item/s you are returning and click ‘Next’.
5. Enter your Return Reason for each item you are returning and select the quantity, click ‘Next’.
6. Select Your Refund Method – click Original Payment Method.
7. Review the items in your Return form and click to Confirm your Return.
8. You will be issued with a Return Authorisation Number. Please write the Return Authorisation Number on your Return form to be included in your return parcel.
9. To return your parcel, print your return postage label online here: https://return.auspost.com.au/CAMILLA

Simply fill in your name and contact details, including your CAMILLA order number and click continue to process payment of your return postage.

This will create a ready to ship return label so that our team can process your return as quickly as possible.

 

For New Zealand Returns, please click here contact our Customer Care Team.

Return Shipping

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. 

 

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.

 

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
  • 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 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 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.  

 

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 or credit or debit card, the cardholder and the same card are required. Processing of refunds can take up to 5 business days to show on your account due to varying processing times between payment providers.

 

CAMILLA E-Boutique Refunds

CAMILLA e-boutique returns may take 5-7 business days to process. 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, click here contact our Customer Care Team.