Returns & Exchanges

We understand that shopping online for lingerie can feel risky, but we're here to make it an easy process for you to find your perfect Kat The Label fit.

 

MAKE A RETURN

 


AUSTRALIAN CUSTOMERS


FREE 30 DAY RETURNS FOR EXCHANGE OR CREDIT

Finding your perfect style and fit is important to us, so we've made exchanges easy. We gladly cover the cost of return and replacement shipping for an exchange or store credit through our online portal. 


 

CHOOSE
Use our easy portal to select your replacement item.

 


PRINT LABEL
Print your FREE return label and drop off your parcel as per instructions.




REPLACE
Once your return is scanned, we'll send out your exchange item, so you'll receive it as soon as possible!

  • Exchanges or store credits available for items returned within 30 days by Australian customers.
  • If you choose a store credit or exchange you will not be charged for the return shipping label and your return shipping on an exchange will be free!
  • Please note that due to the popularity of our range, we cannot guarantee that we will have the requested size in stock to exchange. We cannot set items aside for exchanges
  • Any exchanges requested where we do not have in stock will automatically be issued as a store credit or refund.
  • Sale items can be returned for an exchange or store credit.


14 DAY REFUNDS

  • We offer refunds on full price orders received by us within 14 days from the day you receive it.
  • If you use our returns label, we deduct $6.50 for Australian customers, or you can choose to send the return using a service of your choice.
  • Returned funds may take 2-3 business days to clear back to your bank account, depending on your payment method.
  • All refunds will be processed back to the original payment method used to place the order. If you have used a combination of web credit and card/PayPal/AfterPay then your web credit will be re-issued and your payment refunded.
  • Underwear and sale cannot be returned for refund.


OTHER RETURN CONDITIONS

  • Items must be received in original condition - unworn, unwashed, with all tags still attached.
  • For hygienic reasons, we do not accept returns for underwear bottoms.
  • We process all Australian returns within 2 business days of receiving your items. We will send you an email with the details of your processed return.
  • Please contact us if you believe your product is damaged or faulty. We will treat this with the highest of priority.
  • Store credit is issued via a Gift Card and can be used to make a future purchase, valid for 3 years from date of issue.
  • Gift Cards will not be refunded.


REFUNDS WITH AFTERPAY

  • When using Afterpay, you have the options to return one or all of your items for a refund.
  • If you use our returns shipping label, we'll deduct $6.50 from the refund for use of the label. Therefore you will still have to pay $6.50 with Afterpay.
  • If you return your items before your first Afterpay payment is due you, these amounts will be removed from your Afterpay plan and you will not have to pay for them. This allows you to try before you buy!
  • If the payments have already been made when you return the items, the amounts will be removed from your Afterpay payment plan and/or the initial payments refunded.
  • It's important to keep up your Afterpay payments while your return is in transit back to us as Afterpay charge late fees for any overdue payments!
  • If you have purchased multiple items but only wish to return certain items and keep your favourites this is still fine! We'll just remove the items you have returned from your Afterpay payment plan. Your original instalment amounts will remain the same and your final payment/s will be less or cancelled depending on the return amount. You can log in to your Afterpay account to view your updated payment schedule at any time! Easy! 

 

 

INTERNATIONAL CUSTOMERS

30 DAY RETURNS

  • For customers outside Australia and the US, we can offer a store credit or refund on items returned within 30 days.
  • We do not cover the cost of return shipping.  
  • Sale items can be returned for an exchange or store credit, but not a refund.


OTHER RETURN CONDITIONS

  • Items must be received in original condition - unworn, unwashed, with all tags still attached.
  • For hygienic reasons, we do not accept returns for underwear bottoms.
  • We process all International returns within 4 business days of receiving your items. We will send you an email with the details of your processed return.
  • Please contact us if you believe your product is damaged or faulty. We will treat this with the highest of priority.
  • Customers shopping from outside of Australia are required to pay for their return shipping costs.
  • Store credit is issued via a Gift Card and can be used to make a future purchase, valid for 3 years from date of issue.
  • Gift Cards will not be refunded.

 
RETURNS PROCESS

  • To begin the return process, please submit your order details here.
  • Duties, taxes, and VAT are not refunded on international returns.


 

Thanks for shopping with Kat the Label. 

If you have a specific return enquiry, please contact us.

Returns FAQs

If a style doesn't fit, you may return the garment and we'll replace it with the correct size (this is excluding all underwear bottoms), or a replacement style.

If you don't think this style suits you or the fit is off, we're happy to refund you.

We're all about looking after you and what you're most comfortable in, but this is excluding all underwear bottoms and sale items.

Garments that are returned or exchanged must be in original condition with swing tags attached.

Garments that have been worn, have makeup marks or perfume cannot be returned. Underwear bottoms cannot be returned for any reason.

If you purchased your item on sale you can return for a size exchange if available or an online store credit note. 

We are excited to offer Australian orders FREE returns for credits or exchanges.

A flat rate of $6.50 is deducted for orders opting for a refund to cover the cost of the shipping label we provide you.

At this time international orders are responsible for the cost to return items, you will be provided delivery address details once you go through our returns portal here.

If you're an Australian customer, head over to our returns portal here & once you've gone through the prompts a label will be automatically generated for you. Print that out and affix to your parcel.

If you're an international customer, you will need to ship your return to the address provided by us.

Australian orders:

- 30 days for exchange or credit

- 14 days for refund

International orders: 

- 60 days for exchange or credit

- 30 days for refund


If your product is permitted for return still after the returns window for refund closes, you will receive a store credit. 

Please note there is no refund on sale items, but we are happy to exchange sizes or issue credit notes.

This includes items purchased through online specials and sale discounts. *This does not include a first purchase discount.

Due to health regulations you strictly cannot return bottoms so please check our size guide and choose carefully. Bottoms sent back to us will be returned to the customer.

Yes! That's fine we will just swap the top for a size or refund. As sets are discounted you'll receive a refund or credit to the value you spent on the bra when purchased in a set.

Yes you can return bodysuit for exchange, refund or credit if within our time frame.

Australian customers

If your garment is eligible to return, you can do so here.

Just add in your order number and postcode, select the item you wish to return along with the reason.

Follow the prompts to make the exchange.

Your order number can be found on your confirmation email or email us for help at support@katthelabel.com 

Once your item is received we will sent you an alert the item has arrived. Please allow up to 2 business days following this return to see your refund, exchange or credit allocated. 

International Customers

To begin the return process, please submit your order details here.


A return takes between 2-4 business day to process once it's been received. Once the item is mailed it can take up to 7 business days to arrive.  During peak periods like Christmas or the Coronavirus pandemic please allow a little extra time for your return to be processed.