FLAT RATE DELIVERY $10.50 AUSTRALIA WIDE

FREE AUS SHIPPING  ON ORDERS OVER $160

WE SHIP TO  NEW ZEALAND TOO!

For up to date information about processing delays due to Covid-19, please click here 

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REFUNDS & RETURNS

Curly Miss LogoCurly Miss Refunds + Returns – our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure 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.

Returns will only be accepted if we made a mistake (i.e.  you did not receive the item you ordered) or because items are faulty or broken.

 A refund will be issued provided:

  1. You contact us at Curly Miss Customer Service within 7 business days of receiving the item, citing your order number and identifying the defect. We may ask for a photo of the issue.
  2. You return the item within 7 days of contacting us.
  3. Items must be in their original purchase condition.  Packaging must be unopened, unused, unmarked and not defaced in any manner

Please note:

  • You must contact us first to obtain a return approval. Do not send your items back to us before then.
  • Once we receive and inspect your item(s), (provided they meet the above listed return product guidelines) we will give you a full refund for the cost of the item(s) and the return delivery cost (unless it is a change of mind return)
  • Your refund will be processed and a credit will automatically be applied to your credit card or original method of payment. Please keep in mind, there is often a processing delay before a refund is returned to your account.
  • If we are unable to approve your return, you will be liable for the associated shipping fees.
  • This policy does not apply to “change-of-mind returns”, or because the product doesn’t suit your hair or similar. If you change your mind about the product, please see instructions for “What happens if I changed my mind?”. 

“WHAT HAPPENS IF I CHANGED MY MIND?”

Unfortunately we are unable to provide refunds for change of mind or not liking the product. 

“HOW DO I ORGANISE A RETURN?”

  • If you wish to obtain a refund for your order, email us at customerservice@curlymisscompany.com with the following details:

                                      – Your full name, address and order number;

                                      – The reason for your refund request; and

                                      – Photos of the error made by us (i.e. a missing, faulty, or broken item).

  • You will get a confirmation email with shipping guidelines.
  • Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
  • Please do not send your purchase back to the manufacturer!

FAQ’S

AM I ELIGIBLE FOR FREE RETURN SHIPPING?

Once your item(s) is received and inspected we will contact you to confirm if a refund for the shipping cost applies. We aim to do this within 48 hours of receipt of your returned goods.

HOW LONG DOES SHIPPING TAKE?

Please refer to our Shipping + Delivery information which can be found here. Or check out AusPost here.

MY PARCEL CANNOT BE DELIVERED, WHAT HAPPENS NOW?
Sometimes accidents happen and deliveries go missing. We understand that this can be inconvenient and stressful. There are a few things that will need to happen in order to resolve these issues:

1. You will need to lodge a complaint with AusPost direct. You can check out the AusPost Delayed, Lost or Damaged items page for more information on how to do this.

2. Please get in touch with us at customerservice@curlymisscompany.com to advise us of a lost or missing package. We will then be able to investigate the circumstances around your delivery and confirm the address details with you.

3. If all the details for delivery submitted by you at the time of placing your order were correct and your package was correctly addressed and sent out to you by Curly Miss, then we will provide any necessary support needed in order for you to make a claim from AusPost as per THEIR compensation scheme.

4. If all the details for delivery submitted by you at the time of placing your order were correct and your package was incorrectly addressed and sent out due to OUR error then a full refund will be provided subject to AusPost confirming a failed delivery. 

5. If the details for delivery submitted by you at the time of placing your order were incorrect and your parcel goes missing or is returned to sender, under no circumstances will Curly Miss be held responsible. 

  1.  If the items are returned by AusPost intact and suitable for resale, a partial refund for the cost of the items (excluding a 15% restocking fee and any postage/delivery costs) will be processed. This refund can only be processed once Curly Miss is in receipt of the returned items. 
  2.  If you would like to still receive the items that were returned by AusPost, this can be arranged for an additional shipping fee to cover the cost of the new shipment. 
  3.  If the items are not returned to Curly Miss by AusPost and are deemed lost and cannot be recovered, then unfortunately no refunds or credits will be given under any circumstances.

6. If AusPost attempted to deliver your parcel but you were unable to receive it, they will leave you a collection card. If your parcel is not collected in a timely manner and ends up being “returned to sender”, Curly Miss can not be held responsible. You will need to contact AusPost to discuss the specifics of your delivery and pursue any recovery of costs through them directly

ANY OTHER QUESTIONS?

Please contact our customer service team at customerservice@curlymisscompany.com