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 and the consumer laws of your country, 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 logging in to your Cib Label account and selecting Returns. Choose your order, tell us what you are returning and why, and choose store credit or a refund. When you submit your return, 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.

International: return postage is at your own cost. We recommend a tracked service. Complete the customs form at the post office, mark the parcel "Returned goods" and include your order number.

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 your return registers it. 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.

International Returns

New Zealand and Hong Kong: store credit or a refund to your original payment method.

United States and Canada: store credit or a refund to your original payment method. Import duties and taxes prepaid on your order cannot be recovered and are deducted from the refund or store credit.

United Kingdom: you may cancel within 14 days of receiving your order, as set out under "Cancellation Rights (UK Customers)" below. After 14 days, and up to 30 days from delivery, change of mind returns are issued as store credit.

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. This does not apply to UK customers cancelling within 14 days, who are refunded the standard delivery charge.

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. 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. Customers outside Australia also retain the rights given by the consumer laws of their own country.

Cancellation Rights (UK Customers)

If your order was delivered to the United Kingdom, you have the right to cancel it within 14 days without giving any reason. The 14 days start from the day you, or a person you nominate other than the carrier, receive the goods.

To cancel, start a return in your Cib Label account within 14 days of receiving your order and choose a refund. Print the return slip from your account and send the goods back to the return address shown on the slip within 14 days of cancelling. Return postage is at your own cost.

You can also tell us you are cancelling by emailing returns@ciblabel.com with a clear statement, including your name, address and order number. You may use the UK cancellation form below, but it is not required. To meet the deadline, you only need to send your cancellation before the 14 days have passed.

To Cib Label Pty Ltd, SE1, 53 Banksia Rd, Caringbah NSW 2229, Australia, returns@ciblabel.com:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.

Please note: the address on this form is our registered office, not our returns address. Do not send goods to it. Always send your return to the address on the return slip from your account.

We will refund the price you paid and the original standard delivery charge (but not any extra cost of a faster delivery option you chose) to your original payment method. The refund is made within 14 days of us receiving the goods back, or within 14 days of you providing evidence that you have sent them back, whichever is earlier. We may withhold the refund until then. We may deduct an amount for any loss in value caused by handling the goods beyond what is needed to establish their nature, characteristics and functioning.

For any question about a return, email returns@ciblabel.com.

Last updated 10 October 2026.