Returns & Exchanges

Need to return your order? Cloud Blvd offers returns within 30 days of delivery for eligible items in original condition with tags attached. Find everything you need to know about refunds, exchanges, return eligibility, sale items, faulty products, and how to start your return request below. Our Returns & Exchanges policy is designed to make online lingerie shopping simple, transparent, and stress-free.

 Return Your Item
Returns Policy & Criteria

For hygiene reasons and due to the intimate nature of certain garments, hosiery, bottoms, and bodysuits are not eligible for return, refund, or store credit unless deemed faulty. Please also take care when trying on garments, as we cannot accept returns on items that show signs of wear, including marks, stains, makeup residue, perfume, or odours.

We do not offer refunds for change of mind or incorrect size selection. However, if your item meets our return criteria, we are happy to offer store credit for eligible returns.

To begin your return, please lodge your request through our Returns Portal. Once your return has been approved and received by our team, your refund or store credit will be processed according to the return type selected.
What is Checkout+ ?

Checkout+ is optional return-shipping coverage available for a fee shown at checkout. If you purchase Checkout+ and lodge an eligible change-of-mind return within 30 days of delivery, the cost of the applicable return shipping label is covered.

Checkout+ covers return shipping only. It does not change which products are eligible for return and does not make Final Sale, bottoms, hosiery, bodysuits or other hygiene-excluded items returnable. All returns remain subject to our Returns & Exchanges Policy.

Checkout+ may be selected or removed before you place your order. The Checkout+ fee is generally non-refundable once the order is placed, except where required by law or where the service cannot be provided.

You do not need Checkout+ if an item is faulty, damaged or incorrectly supplied. Please lodge the return through our Returns Portal and follow the faulty-item process. Your rights under the Australian Consumer Law are unaffected.
How to make a return
  • Lodge your request through our Returns Portal within 30 days of delivery.
  • Select the eligible items and your available return outcome. Some requests may require photographs of manual review.
  • Once approved, follow the portal instructions to obtain your return label.
  • Attach the label to your parcel, or use the supplied QR code where available and lodge it with the specified carrier within 7 days of approval.
  • Keep your lodgement receipt and tracking information until the return is completed.
  • Cloud Blvd does not offer retrospective price adjustments where an item is reduced after purchase or where a promotional offer begins after the order was placed. This does not prevent Cloud Blvd from correcting an actual pricing or billing error.

If you purchased Checkout+

The cost of one return label per order is covered for eligible items.

If you did not purchase Checkout+

You may still return eligible items. You will be asked to purchased a return label through the portal before completing your request.

Unless the item is faulty or incorrectly supplied, original delivery charges, gift-wrapping charges, duties and taxes are not refunded. Any exchange price difference and additional shipping charges will be shown.

Returning an online purchase

Online change-of-mind returns and exchanges cannot be processed at our QVB store. All online return and exchange requests must be lodged through our Returns Portal and returned using the instructions supplied through the portal.

If an online item is faulty, damaged or incorrectly supplied, please lodge a request through the Returns Portal or contact online@cloudblvd.com.au. This procedure does not exclude or limit any rights or remedies available under the Australian Consumer Law.
Exchanges

Eligible items may be exchanged through our Returns Portal, subject to product eligibility and stock availability. The exchange options available to you will be displayed in the portal.

Standard Exchange

Where a standard exchange is selected, the replacement order will be created after the original item has been received and approved by our returns team.

Instant Exchange

Where offered, Instant Exchange allows your replacement order to be created immediately, before we receive the original item.

To use Instant Exchange, a temporary refundable authorisation hold of USD $1 will be placed on the card provided through the Returns Portal. Your bank may display the equivalent amount in your local currency, and the timing of the hold’s release may depend on your card provider.

You must lodge the original item with the carrier specified in the Returns Portal within seven calendar days of the Instant Exchange being approved. Please retain your lodgement receipt and tracking information. If the original item is not lodged within this period, the card provided may be charged the full value of the exchange item or items.

All returned items remain subject to our standard return conditions. Exchange availability, price differences, additional shipping costs and any alternative outcomes will be displayed before you confirm the exchange.

By selecting Instant Exchange, you authorise the temporary card hold and, if the original item is not returned within the required period, the charge described above.

Checkout+ affects the cost of the eligible return label only. It does not waive the Instant Exchange card hold, return deadline or eligibility requirements.
Store Credit

Store credit issued for an eligible change-of-mind return is valid for 12 months from the date of issue and may be used online or at the Cloud Blvd QVB boutique. The expiry date will be included with the store credit when issued. Store credit cannot be redeemed for cash.

Store credit provided under our voluntary change-of-mind policy is separate from any refund or other remedy you may be entitled to under the Australian Consumer Law.
Faulty or damaged items

We take great care in checking each garment before dispatch to ensure it arrives in the best possible condition. If you believe you have received a faulty or damaged item, please submit a return request through our Returns Portal and include a brief description along with clear photos of the issue.

Once we have assessed the item, we will provide the remedy required under the Australian Consumer Law. If the item has a major problem, you may be entitled to choose a refund or replacement. If the problem is minor, Cloud Blvd may choose to repair the item, replace it or provide another appropriate remedy within a reasonable time.

Any refund required under the Australian Consumer Law will be returned to the original payment method unless you agree to another form of refund. Store credit will not be imposed where you are legally entitled to a monetary refund.

The 30-day change-of-mind return period does not limit the time in which you may be entitled to a remedy under the Australian Consumer Law.

Fair wear and tear, accidental damage, misuse or damage caused by care that is inconsistent with the garment’s care instructions will not generally constitute a failure to meet a consumer guarantee. Each claim will be assessed on its circumstances.

Nothing in this policy excludes or limits your rights under the Australian Consumer Law. Final-sale, hygiene and change-of-mind exclusions do not apply where an item is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.

If you require further assistance, please contact our team at online@cloudblvd.com.au
Incorrect item received

If you believe you have received an incorrect item, please contact our team at online@cloudblvd.com.au or submit a request through our Returns Portal as soon as possible.

Include your order number along with clear photos of the item received, and our team will work to resolve the issue promptly.
Returning part of a bundle or set

Eligible items from a set, bundle or multi-item promotion may be returned individually through our Returns Portal.

Select only the item or items you intend to return. Any store credit, exchange value or price adjustment will be calculated using the value attributed to those items in the Returns Portal.

Where the original purchase received a bundle, multi-buy or promotional discount, the return may cause that discount to be recalculated. Any resulting adjustment will be displayed or communicated as part of the return process. All individual items returned must satisfy our standard return conditions.
Returning sale items

Items expressly marked “Sale” are not eligible for a change-of-mind return, refund, exchange or store credit. A promotional discount applied to an otherwise full-price item, including discount codes, multi-buy offers and Buy One, Get the Second 50% Off promotions, does not by itself make that item "Sale".

Items purchased as part of a promotional or multi-buy offer may be returned if they otherwise meet our return conditions. Return values are calculated using the amount paid and the terms of the promotion. If returning an item means the remaining order no longer qualifies for the promotion, the order will be recalculated and the promotional adjustment deducted from the refund or store-credit amount.

These exclusions do not affect any rights or remedies available under the Australian Consumer Law.
Return shipping

For an eligible change-of-mind return, return shipping is the customer’s responsibility unless Checkout+ was purchased for the order. Where Checkout+ applies, the cost of one eligible return label per order is covered in accordance with the Checkout+ terms.

If an item is confirmed to be faulty, damaged or incorrectly supplied, Cloud Blvd will provide an appropriate return method or reimburse reasonable return-shipping costs as required by law. Please retain any postage receipts and tracking information.

Original delivery charges, gift-wrapping charges, duties and taxes are not refunded for change-of-mind returns. This does not apply where a refund or reimbursement is required under applicable law.

Returns should be lodged using the tracked method specified in the Returns Portal. Please retain your lodgement receipt until the return has been completed.
Processing time

Please allow up to 7 business days from the date your return is delivered to our warehouse for your return to be assessed and processed. You will receive an email confirmation once your refund or store credit has been issued. Processing times may vary depending on your payment provider.
International Returns

International customers must lodge eligible returns through our Returns Portal within 30 days of delivery. Available return methods, labels, exchanges and Checkout+ coverage may vary by country and will be displayed in the portal.

Unless Checkout+ applies or the product is faulty, damaged or incorrectly supplied, international customers are responsible for tracked return-shipping costs. Duties, taxes and customs charges paid directly to a government or customs authority are not generally refundable by Cloud Blvd. Customers may need to apply to the relevant authority for any available reimbursement.

Nothing in this policy limits any mandatory consumer rights that apply in the customer’s country.