Refund policy

Looking to return your order? No problem! If the product you purchased doesn’t quite meet your expectations, Cinderella team will gladly offer you full refund.

Here’s what you need to know about our returns policy:

• Items must be returned within 30 days of the delivery date.
• All returns will receive full refund, making it easy for you to find an alternative item or the same item in a different size.
• Final sale items cannot be returned unless faulty. Refunds are not available for final sale items, change of mind, or incorrect sizing.
• Customers who receive incorrect items or products with manufacturing faults will be as well refunded.
• Cinderella is not responsible for return shipping costs.
• Please take care when trying on products. Items that do not comply with our returns policy will be returned to you.

Exchange options:

• Store credit or full refund will be issued for exchanges.
• For urgent exchanges, we recommend purchasing the replacement size before sending back the return. Once we receive your unwanted item, we’ll issue you full refund.

Conditions for returns:

• All garments must be unworn, unwashed, with tags attached, and in their original packaging.
• Shoes must be returned in their original undamaged shoebox and tried on indoors on a soft floor.

Items that cannot be returned include sale items (excluding full-priced items purchased with a discount code), accessories (except shoes and heels), lingerie, and swimwear without hygiene stickers.

To start a return please email info@cinderellastores.com specifying your order number and a reason for a return.

Return your items to:

Cinderella Fashion Returns Centre ORDER NUMBER #: ______  41a sea vista Avenue,Beach Haven, Auckland, 0626 New Zealand

Note:

• Returns received after 30 days will incur a $5.00 AUD processing fee deducted from your store credit note or refund
• Returns received after 35 days will not be accepted.
• If you receive a faulty item, contact our customer support team within 5 days of receiving the package.
  
  
  1. Incorrect Address Policy:
     If a customer provides an incorrect shipping address, they may amend the address within 1 business day of placing the order. After this period, the parcel will be shipped, and the customer will be responsible for the reshipping fee for the entire order if returned due to the incorrect address.
  2. Stolen Parcel After Delivery:
     Once a parcel has been marked as delivered, Cinderella is not responsible for any stolen or missing packages. Customers should contact the courier directly to resolve such issues.
  3. Shipping Delays Due to External Factors:
     Cinderella is not responsible for any shipping delays caused by customs processing, natural disasters, or other unforeseen events beyond our control.

Please use a traceable delivery method for returns, as we are not responsible for lost or damaged returns.

Returns will be assessed upon arrival, and refunds will be issued within 21 working days to the original payment method or as store credit. Store credit will be valid for 6 months.