Returns

Submit a Return:

Link to new returns portal here.

We have a new returns portal which allows returns for a store credit, exchanges and instant exchanges (meaning your exchange can be posted before we receive the return - perfect for urgent exchanges!) 

As our return portal is a new feature, please contact us if you have any problems lodging a return, as there may be some teething problems.

Return Policy:

- 90 day returns for a store credit (gift card) or exchange.
- We do not offer refunds (excepting faulty items which cannot be replaced).
- We do not offer returns/exchanges on clearance sale items.
- Using our new returns portal we can now offer exchanges when the item is available. Alternatively you can lodge a return for a store credit and then use this to purchase the item when it comes into stock.
- Return shipping is payable by the customer and shipping fees are not refundable. Using our new returns portal, there are options to deduct the shipping label fee from your store credit, or to mail the items back yourself using the type of shipping you prefer.

Our policies are explained in further detail below.

Returns for a store credit - 90 day policy:

Return requests must be made within 90 days of delivery, and once requested, you then have an additional 14 days for us to receive the order back. Returns must be received unworn, unwashed & in original condition without damage, perfume or animal hair and with tags attached in order for us to process the store credit. 

We do not accept returns for items which are on sale (excluding faulty goods). Items will need to be returned to our return address in Two Rocks, Australia in order for us to process a store credit. Return postage is covered by the customer and shipping fees are not refundable/credited. Items must be received in original condition (unwashed, unworn, without damage or perfume, with tags attached) and we recommend using trackable postage to return the item(s). 

Returns - Faults

As per Australian consumer law, if the product has a fault we will provide a replacement or repair. Please email us (hello@ouibabe.com) within 48 hours of receiving your order along with clear photos of the problem. We will provide you with a trackable postage paid label in order to return the items for a replacement. In instances where a replacement or repair isn't available or suitable, a refund will be issued. Items must be received by us in original condition in order to process the refund, repair or replacement (unworn, unwashed, without perfume or animal hair, and with tags attached).

Please note we do not consider colour differences to be a quality issue as this can be affected by the screen/monitor by which you are viewing the item and also the lighting in which the photos were taken. If you have any questions regarding colour or fabric please feel free to contact us prior to purchasing and we will be happy to assist. 

Return to Sender

Addresses are taken directly from your order, into our shipping system to print shipping labels. If the item has been returned due to an address mistake, we recommend that you order a replacement item with the correct address to avoid extra delays (as returned items are usually sent back with the most economical shipping, therefore they can take a long time to arrive back.) When your original order arrives back to us we will refund the cost minus shipping charges.

If the return is not due to an address mistake, we will put an enquiry in with the carrier. Unfortunately, the reason for the return can often not be given to us until the parcel arrives back, as it is written on the parcel. In this case, we again recommend that you order a replacement item to avoid extra delays. When the item makes it's way back to us, we will refund the returned order. If the return appears to be a carrier mistake, we will also refund any shipping on the replacement order. However if the return is due to refusal to accept, item not collected, no delivery receptacle or refusal to pay customs fees/duties, we will only refund your original order minus the cost of the shipping fees charged to us. Please note these shipping fees can be high, particularly for international orders.