RETURNS & EXCHANGES

We hope you love every piece from KASSANDRA THE LABEL. If something isn't quite right, we're here to help.

Please read the following policy carefully before requesting a return or exchange.

CHANGE OF MIND

We accept returns on eligible full-priced items within 14 days of receiving your order.

You may choose from:

  • Refund to your original payment method

  • Exchange (subject to availability)

  • Store credit

To be eligible for a return, items must:

  • Be unworn, unwashed and unused.

  • Be returned in their original packaging.

  • Have all original tags attached.

  • Be free from perfume, makeup, deodorant, stains or any signs of wear.

  • The hygiene sticker on the underwear must remain attached, intact and must not be removed or tampered with.

Items that do not meet these requirements may be declined and returned to the sender.

LINGERIE & HYGIENE POLICY

Due to hygiene reasons, all lingerie sets must be returned as a complete set.

To be eligible for a return or exchange:

  • The bra and brief must both be returned.

  • The hygiene liner on the brief must remain intact and must not be removed.

  • All tags must remain attached.

  • The garments must be unworn, unwashed and in their original condition.

For hygiene reasons, we cannot accept returns or exchanges if:

  • The hygiene liner has been removed.

  • The garments have been worn or washed.

  • There are signs of perfume, deodorant, makeup or damage.

  • The set is incomplete.

SALE ITEMS

Items marked as Final Sale are not eligible for return, exchange or refund unless deemed faulty in accordance with Australian Consumer Law.

FAULTY ITEMS

We take great pride in the quality of every garment. Each item is carefully inspected by our team before it is packed and dispatched, making manufacturing faults extremely rare.

However, if you believe you've received a faulty or incorrect item, please contact our Customer Care team within 7 days of receiving your order.

Where a genuine manufacturing fault is confirmed, we'll gladly provide a repair, replacement or refund in accordance with the Australian Consumer Law.

Please note that damage caused by general wear and tear, accidental damage, incorrect sizing, or improper care is not considered a manufacturing fault.

HOW TO REQUEST A RETURN

To request a return or exchange, please contact our Customer Care team via our Concierge section on the website or by emailing kassandrathelabel@taholdingsgroup.com.

Please include the following information:

  • Your order number

  • Your full name

  • The item(s) you wish to return or exchange

  • The reason for your request

  • Photos of the item (for faulty item claims)

Once we've received your request, our Customer Care team will review the details and provide you with the next steps.

RETURN SHIPPING

Customers are responsible for return shipping costs for change-of-mind returns and exchanges.

If you have received a faulty or incorrect item, KASSANDRA THE LABEL will cover reasonable return shipping costs once the issue has been assessed and approved.

We recommend using a tracked shipping service, as we cannot accept responsibility for returns lost in transit.

REFUNDS

Once your return has been received and inspected, we'll notify you via email of the outcome.

Approved refunds will be processed to your original payment method within 5–10 business days, depending on your financial institution.

Original shipping charges are non-refundable unless required under Australian Consumer Law.

EXCHANGES

Exchanges are subject to product availability.

If your requested size or style is unavailable, you may choose a refund or store credit.

If you're unsure about sizing before placing your order, our Customer Care team is always happy to help you find the best fit.

AUSTRALIAN CONSUMER LAW

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

NEED ASSISTANCE?

Our Concierge team is here to ensure your shopping experience is as seamless as possible.

For any questions regarding returns, exchanges or your order, please visit our Concierge page or contact us at kassandrathelabel@taholdingsgroup.com.