Refund policy
Submit a Return
Link to our returns portal here.
Our returns portal allows you to return items for store credit, exchange them, or (if you’re in Australia or the USA) choose an Instant Exchange so your replacement is sent before we receive your return – perfect for urgent occasions.
Our Return Policy
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90-day returns for store credit or exchange (excluding clearance sale items).
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Store credit is valid for 3 years from the date of issue and can be used towards any future purchase within this timeframe.
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We don’t offer refunds for change of mind returns, except where an item is faulty and cannot be replaced or repaired.
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Return shipping is payable by the customer, and original shipping fees are not refundable.
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Using our returns portal, you can:
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(Australia & USA only) Deduct the shipping label fee from your store credit, or
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Post the return yourself using your preferred shipping method.
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Why we offer store credit instead of refunds for change-of-mind
Many customers like to order multiple styles or sizes to try on. Refunding these orders would mean absorbing some or all of the outgoing shipping costs - something we can’t sustain as a small business.
By offering store credit instead, we can keep our prices fair for everyone. Our store credit never goes to waste - it’s valid for 3 years and can be used on any future order.
Eligibility for Returns
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Return requests must be lodged within 90 days of delivery.
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Once your return is approved, you have 14 days to get it back to us.
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Items must be: unworn, unwashed, in original condition, free from perfume, animal hair or damage, and with all tags attached.
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We recommend using a trackable postage method for your return.
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Clearance sale items are not eligible for return (unless faulty).
Faulty Items
As per Australian Consumer Law, if an item has a fault we will offer a repair or replacement. Please email us at support@ouibabe.com within 48 hours of receiving your order, with clear photos of the issue.
We’ll provide a trackable, postage-paid label to return the item. If a repair or replacement isn’t possible or suitable, we’ll issue a refund.
Returned items must still be in their original condition (unworn, unwashed, without perfume or animal hair, and with tags attached).
Please note: Minor colour differences are not considered a fault. Colours can vary slightly depending on your screen settings and the lighting in photos. If you’d like more detail on colour or fabric, we’re happy to help before you order.
Return to Sender
We use the address exactly as entered on your order to print shipping labels.
If your order is returned due to an incorrect address, we recommend placing a new order with the correct details to avoid delays. Once the original order returns to us, we’ll refund the item cost minus the shipping fee.
If your order is returned for another reason, we’ll lodge an enquiry with the carrier when it arrives back. If the return is due to carrier error, we’ll refund any shipping paid on your replacement order.
If the return is due to refusal to accept, not collected, no delivery receptacle, or refusal to pay customs/duties, we will refund the item cost minus the shipping fees charged to us (these can be high, particularly for international orders).