returns information

Returns, Refunds & Exchanges

Your return outcome options depend on your location. Please read the full policy to see what your order is eligible for.

Every piece is made to be lived in and loved. Should something not be right, full-priced items are eligible for return, subject to the conditions below.

• Return must be lodged and physically shipped within 5 days of delivery
• Returns submitted or shipped outside this timeframe cannot be accepted
• Items must be unworn, unused, and in original condition
• All tags and original packaging must be intact
• No signs of wear, makeup marks, staining, washing, or fragrance

Returns that do not meet these conditions will not be accepted. Please allow up to 7 business days for your return to be processed.

Return Shipping

• Return shipping is complimentary for all customers
• All returns must be lodged via our Returns Portal

Australia

Refunds

• Orders placed to Australian addresses are eligible to receive refunds on full-priced items only
• A $25 AUD handling fee is deducted from the total refund amount
• Original shipping costs cannot be refunded
• Issued to your original payment method only

Exchanges

• Free size exchanges (same style) via our Returns Portal
• Exchanged items aren't reserved — please post your return promptly to avoid missing out

Store Credit

• Receive 100% of the item value, with no handling fee
• Issued within 3–5 business days after your return is inspected
• Valid for 12 months from the date of issue

International

Refunds

• We do not offer refunds to original payment methods on international orders
• Eligible returns will be issued store credit only
• Duties and taxes are non-refundable and handled by your local customs
• Original shipping costs cannot be refunded

Exchanges

• We do not currently offer direct size exchanges for international orders
• Return your order for store credit, then repurchase the correct size

Store Credit

• Issued to the email address on your order
• Valid for 12 months from the date of issue
• Original shipping charge is not included in store credit

Sale Items

• All sale items are final sale
• No refunds, exchanges, or store credit

Nothing in this policy limits your rights under the Australian Consumer Law.

If you believe you have received a faulty item, please contact us at admin@cerazaela.com as soon as possible after receiving your order. Include clear supporting images so we can assess the issue.

• Items damaged through wear and tear, misuse, or improper care are not eligible to be assessed as faulty
• Items that do not meet personal expectations are not considered faulty

Where an item has a genuine fault, we'll work with you to make it right with a repair, replacement, or refund.

This policy operates alongside, and does not limit, your rights under Australian Consumer Law.

To lodge a return, please email us at admin@cerazaela.com with your order number and reason for return.

Please allow up to 7 business days for your return to be processed — exchanges will be prioritised. If you haven't received an update after this time, contact us at admin@cerazaela.com and we'll respond within 1–3 business days.

Please ensure you use suitable packaging to ship your item back to us. If the package does not reach us safely, we will not be able to process your return.

Once your order has been placed, we are unable to make changes or cancel it. If you have any concerns, please contact our customer care team immediately at admin@cerazaela.com.

Australia

Standard

$4.90 AUD — 2–5 business days

Express

$10.00 AUD — 1–3 business days

Complimentary express shipping on orders over $400 AUD

International

DHL Express

$25.00 AUD — 3–5 business days

Complimentary shipping on orders over $400 AUD. Unexpected delays can occur and are outside of our control.

Order Processing

Please allow 1–4 business days for your order to be processed and packed prior to shipping. Delivery times are a guideline only and do not account for courier delays, payment authorisation, stock availability, or customs.

Taxes & Duties

All international orders are subject to local taxes, customs duties, and import fees, calculated and included at checkout. Please note duties and taxes are non-refundable.

Shipping Disclaimer

Once your parcel has been dispatched, Cera Zaela is no longer responsible for any lost, stolen, or damaged items during transit, including parcels marked as delivered.

Australian orders: standard 2–5 business days, express 1–3 business days. International orders: 3–5 business days via DHL Express.

Each product page includes detailed measurements and a size guide. If you need further assistance, please contact us at admin@cerazaela.com.

Applicable duties and taxes are calculated and included at checkout for all international orders. There will be no additional charges once your order is placed. Please note these charges are non-refundable.

Once your order has been placed, we are unable to cancel it. Please contact us immediately at admin@cerazaela.com if you have any concerns.

Yes — once your order is dispatched you will receive a confirmation email with tracking information.

We ship worldwide. Shipping costs vary by destination and are calculated at checkout. If your country is not available at checkout, please contact us at admin@cerazaela.com.