returns & exchanges for online purchases

In the instance that you are not completely satisfied with your order, please let us know and we will happily refund your purchase (sorry – we don’t exchange change of mind items purchased on-line). Product can be returned by post to our online store or in person at any of our Australian stores.

Should you choose to return the item to our on-line store, postage costs will be at your expense unless the item/s received are faulty or not as ordered. In this instance, please contact our Customer Service Team here.

We encourage you to return your parcel via registered postal services as all return parcels remain the responsibility of the purchaser until received by colette by colette hayman.

To obtain a refund you must meet the following return policy conditions;

  • item/s must be returned within 14 days of receipt;
  • item/s must be in original saleable condition with all labels/tags attached; and
  • the tax invoice/receipt or a matching bank statement must be provided as proof of purchase
  • WE DO NOT REFUND CHANGE OF MIND ITEMS PURCHASED ON SALE OR PROMOTION.
    FOR HYGIENE REASONS WE DO NOT OFFER CHANGE OF MIND REFUNDS ON EARRINGS, COSMETICS OR COSMETIC RELATED ITEMS INCLUDING BUT NOT LIMITED TO EYELASHES AND EYELASH CURLERS.

    Items purchased through the colette by colette hayman on-line store cannot be returned or exchanged at any colette by colette hayman stores outside of Australia.

    All returns should be addressed to:

     Colette by Colette Hayman
     Online Store
     PO Box 7388
     Warringah Mall NSW 2100
     Australia

    On receipt of the returned item, you will be credited the full purchase price of the item minus the postage fee. If you received free shipping because your purchase exceeded $50, the shipping fee will be recovered from your refund amount should the purchase value be less than $50 after the return.

    Refunds will be credited to your original method of payment. If your original transaction included the use of a gift card as a payment method, the same amount will be credited back to your gift card. Gift cards are valid for a period of 12 months from date of issue. View full Gift Card Terms and Conditions here

    We do not offer an exchange service for change of mind items purchased on-line. Customers are encouraged to exchange their items in person at any of our Australian stores or obtain a refund as outlined above.

    RETURNING ON-LINE ITEMS TO A STORE

    We will happily offer a refund (on full price items only) or an exchange at any of our Australian stores (excludes DFO outlets). View our store listing here.

    To obtain an Exchange you must meet the following exchange policy conditions:

  • items must be returned within 14 days of receipt
  • item/s must be from the current season
  • item/s must be in original saleable condition with all labels/tags attached; and
  • the tax invoice/receipt or a matching bank statement must be provided as proof of purchase

  • INCORRECT OR FAULTY PRODUCT

    In the case that you have been sent an incorrect or faulty product, please contact our Customer Service Team here.

    We will need to retrieve the item in order to refund or exchange it. You will be sent a returns label which can be printed out and presented at the Post Office with your package for free return postage.

    To obtain a refund or exchange for a faulty or incorrectly supplied on-line item you must meet the following return policy conditions:
  • faulty items must be within the warranty period
  • incorrectly supplied items must be in original saleable condition with all packaging and labels/tags intact
  • the tax invoice or order number must be provided as proof of purchase

  • Alternatively, you may exchange or receive a refund for your faulty item purchased on-line at any Australian colette by colette hayman store (excludes DFO outlets). View our store listing here.

    RETURNS & EXCHANGES IN-STORE


    CHANGE OF MIND

    We will happily offer an exchange for your store bought item strictly upon presentation of a receipt within 14 days of purchase. We will also refund any full price item bought in-store strictly upon the presentation of an original receipt within 14 days of purchase.

    WE DO NOT REFUND CHANGE OF MIND ITEMS PURCHASED ON SALE OR PROMOTION. However, we will gladly offer you an exchange strictly upon the presentation of the receipt within 14 days of purchase. For HYGIENE REASONS WE DO NOT OFFER CHANGE OF MIND REFUNDS ON EARRINGS, COSMETICS OR COSMETIC RELATED ITEMS INCLUDING BUT NOT LIMITED TO EYELASHES AND EYELASH CURLERS.

    RETURNING A FAULTY PRODUCT

    We will happily accept faulty returns for items falling within the warranty period with the presentation of a receipt or a copy of the bank statement matching the item to the transaction is provided.

    RETURNING ITEMS PURCHASED ON-LINE TO A STORE

    We will happily offer a refund on-line purchases (on full price items only) or exchange at any of our Australian stores (excludes DFO outlets). Items must be returned within 14 days of receipt, in original saleable condition with all labels/tags attached and accompanied by the original Tax Invoice as proof of purchase. View on-line returns conditions at the top.

    GENERAL TERMS AND CONDITIONS

  • items purchased in a colette by colette hayman Australia store cannot be returned or exchanged at any colette by colette hayman stores outside of Australia
  • we do not accept change of mind returns on sale items purchased in DFO Outlet stores. DFO Outlet stores do not accept any returns of product purchased in regular colette by colette hayman stores
  • refunds will be credited to your original method of payment. If your original transaction included the use of a gift card as a payment method, the same amount will be credited back to a gift card
  • gift cards purchased in Australian stores and on-line can only be redeemed in Australian stores or on-line. Gift cards purchased in an international store (outside of Australia) can only be redeemed at stores within that region and cannot be redeemed on-line. Gift Card Terms and Conditions can be viewed here
  • We do not transfer items between stores to facilitate faulty replacements or change of mind exchanges
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