Refund policy
By placing an order with us, you agree to this Returns and Refund Policy. It applies alongside your rights under the Australian Consumer Law, which always apply.
Before you order, the size guide on every product page is the easiest way to get the right fit the first time, and it prevents most returns before they happen.
Change of Mind Returns, 30 Days
We accept change of mind returns within 30 days of delivery, provided the item is:
- unworn and unwashed, with all tags attached;
- in its original condition and packaging; and
- accompanied by proof of purchase.
How to Start a Return
Start your return by completing our returns form at www.ciblabel.com/returns. Enter your order number and the email address used on your order, tell us what you are returning and why, and choose store credit or a refund. When you submit the form, a printable return slip is generated with our return address on it. Print the slip and place it inside your parcel. The slip is not a postage label. Your carrier prints and attaches the shipping label when you send the parcel.
Australia: return postage is at your own cost. We recommend a tracked service.
New Zealand: return postage is at your own cost. We recommend a tracked service.
Please include your printed return slip in the parcel so that we can match it to your order. Items sent back without the slip, or that do not meet the return conditions, may be delayed or cannot be accepted. For any question about a return, email returns@ciblabel.com.
After You Have Posted Your Return
Once you have posted your return you are welcome to email your tracking number to returns@ciblabel.com, although it is not required. We do not track your parcel in transit, we simply receive it. Once your return arrives we process it within 3 business days and issue your store credit or refund after inspection. We will contact you if there is any issue with your return.
Refunds and Store Credit
Submitting the returns form registers your return. It does not guarantee a refund or store credit. Whether a refund or store credit is issued depends on your item meeting the return conditions when a member of our team inspects it.
For change of mind returns, store credit and refunds are issued only after we have received your return and inspected it. Once approved, you will receive either store credit or a refund to your original payment method. Store credit is added to your Cib Label account and is valid for 3 years from the date of issue, after which any remaining balance is forfeited. Your bank or card provider may take additional time to show a refund.
Exchanges
We do not offer exchanges. You are welcome to place a new order at any time and have it sent to you straight away, while your return is received and processed separately. That is the fastest way to secure the piece you want without waiting.
Shipping Costs
Original shipping charges are not refundable on change of mind returns, and return postage is at your own cost. For international orders, any duties or taxes paid are not refundable on change of mind returns and may not be recoverable from the destination country.
Faulty, Damaged or Incorrect Items
In the unlikely event that an item arrives faulty, damaged, or is not what you ordered, email returns@ciblabel.com with a photograph and a short description. Post the item back tracked and keep your receipt. Once we receive and confirm it we will make it right, and we will reimburse your reasonable return postage. The remedy available to you depends on whether the problem is a major or minor failure under the Australian Consumer Law, as explained below. If an item is found not to be faulty, our change of mind terms apply and return postage is at your cost.
Sale Items
Items marked final sale are not eligible for change of mind returns. Your rights in respect of faulty goods under the Australian Consumer Law still apply, regardless of any discount.
Exceptions
Some items cannot be returned for change of mind, including gift cards and, for hygiene reasons, socks and intimate items such as sports bras, unless they are unworn with hygiene seals and tags intact.
Paying with Afterpay
Orders paid with Afterpay are refunded to Afterpay only. We do not offer store credit on Afterpay orders. This is because store credit does not stop your Afterpay instalments: you would continue paying Afterpay to the end of your plan while holding credit with us. Refunding directly to Afterpay avoids that.
When we refund an Afterpay order the refund goes back to Afterpay. Any instalments you have left to pay are cancelled, and anything you have already paid is returned to you. Afterpay handles this at their end, so the timing is set by them.
Paying with PayPal
PayPal refunds are returned to your PayPal balance, or to the card used to fund the payment. Timing is set by PayPal.
PayPal Pay in 4 orders are refunded to PayPal. Store credit is not available on Pay in 4 orders.
Your Rights Under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If an item is faulty, not as described, or otherwise does not meet those guarantees, you are entitled to a replacement or a refund, and we will cover the reasonable cost of returning it to us. Nothing in this policy limits your rights under the Australian Consumer Law.
For any question about a return, email returns@ciblabel.com.
Last updated 19 August 2026.
