Refund policy
Returns & Exchanges
We understand that sometimes things don't work out perfectly.
We do not offer refunds for change of mind or incorrect sizing. Instead, we offer either a store credit or an exchange for eligible items returned in accordance with our Returns Policy, excluding the original shipping cost.
All store credits issued by Setaye have no expiry date, allowing you to shop with us whenever you're ready.
Refunds are only provided where an item is deemed faulty upon delivery in accordance with Australian Consumer Law.
Return Approval Required
All returns must be approved before being sent back.
To request a return, please email chloe@setaye.com with your full name and order number.
Returns sent without prior approval may not be accepted or processed.
Please allow 2–4 business days for our team to respond before sending your return.
Return Eligibility
To be eligible for a return, items must:
- Return approval must be requested within 14 days of receiving your order.
- Be physically returned within 21 days of delivery.
- Be unworn, unwashed and unaltered.
- Have all original tags attached.
- Be returned in their original garment bag and packaging.
- Be free from makeup, fake tan, perfume, deodorant, pet hair, stains, marks or odours.
Returns that do not meet these conditions will be declined.
If an item is returned in an unacceptable condition and you wish to have it sent back to you, you will be responsible for the return shipping costs.
Delicate Fabrics & Garment Care
Many of our garments are crafted from delicate fabrics and should be handled with care when trying them on and wearing them.
Please take extra care when dressing and undressing, particularly around jewellery, watches, long nails, rough surfaces, zips and accessories, as these may snag, pull or tear delicate fabrics.
Setaye is not responsible for damage caused after delivery, including tears, snags, pulls, holes or other damage resulting from customer handling, wear, improper care, or while trying on the garment.
Garments that have been damaged by the customer are not considered faulty and are not eligible for a refund, exchange or store credit.
We recommend following the care instructions provided with each garment to help maintain its quality and longevity.
Store Credit & Exchanges
Eligible returns may be exchanged for another size or style (subject to availability) or issued as a store credit.
All store credits issued by Setaye have no expiry date.
Original shipping charges are non-refundable.
Faulty Items
If your purchase (including payments made using Afterpay or other payment providers) arrives damaged, faulty or incorrect, please contact us at chloe@setaye.com within 24 hours of receiving your parcel.
All faulty item claims are thoroughly assessed before being accepted.
Returns will not be approved if the garment is not deemed faulty.
The following are not considered faults:
- Loose or extended threads that can easily be trimmed.
- Internal stitching or overlocking.
- Minor variations that occur during the manufacturing process.
- Damage caused while trying on or wearing the garment.
- Tears, snags or pulls caused by jewellery, fingernails, rough surfaces or improper handling.
Where a genuine manufacturing fault is confirmed, we will provide an appropriate remedy in accordance with Australian Consumer Law.
Submitting a Return
Before sending your return, you must first email chloe@setaye.com with your name and order number to obtain return approval. Once your return has been approved, you may send your item back.
Returns received without prior approval may be declined.
Return shipping costs are the responsibility of the customer. Customers must arrange and pay for the return of their items using Australia Post, DHL Express, or another courier of their choice. Setaye does not provide prepaid return labels or reimburse return shipping costs.
Please allow 2–4 business days for our team to respond before posting your return.
Sale & Promotional Items
All sale items are final sale and cannot be returned, exchanged or refunded.
This also applies to purchases made using sitewide promotional codes, discount codes or promotional offers unless otherwise stated.
International Returns
Customers are responsible for all costs associated with returning international orders, including the cost of shipping the item back to Setaye.
Any customs duties, taxes, import charges, brokerage fees or other fees incurred when returning an item to Australia are the responsibility of the customer.
If an exchange is requested, the customer is also responsible for the shipping cost of sending the replacement item from Setaye.
Refused or Unclaimed Returns
If a parcel is returned to Setaye due to an incorrect or incomplete shipping address, failure to collect the parcel, refusal of delivery, refusal to pay any applicable customs charges, or for any other reason within the customer's control, Setaye accepts no liability for the returned shipment.
Orders returned to us under these circumstances are not eligible for a refund.
If you still wish to receive your order, you will be required to place a new order.
Order Cancellations
Once an order has been placed, it is considered final.
We are unable to cancel, amend or refund orders due to change of mind after an order has been placed.
Please ensure your order details, including your items, sizes and shipping address, are correct before completing your purchase.
Pre-order purchases cannot be cancelled or refunded while awaiting stock arrival.