FREQUENTLY ASKED QUESTIONS
Thank you for shopping with Cassandra Renée. We truly value your support and want you to love your pieces. If your purchase isn’t quite perfect, you can return it within 14 days of receipt, subject to the conditions below.
DELIVERY & SHIPPING
WHEN CAN I EXPECT MY ORDER?
Orders are generally processed within 1-3 business days.
Once dispatched, standard delivery is estimated to take 2-5 business days and express delivery is estimated to take 1-3 business days.
Pre-order items are subject to the estimated dispatch timeframe displayed on the relevant product page at the time of purchase.
For further information, please refer to our Shipping & Delivery Policy.
WHAT ARE THE DELIVERY RATES?
Standard delivery is $12 and express delivery is $15.
For further information, please refer to our Shipping & Delivery Policy.
DO YOU SHIP WORLDWIDE?
We currently only ship Australia-wide.
DOES CASSANDRA RENÉE DELIVER TO PO BOXES OR PARCEL LOCKERS?
Yes. Australian orders are sent through Australia Post, which delivers to both PO Boxes and Parcel Lockers.
I NEED MY ORDER BY A SPECIFIC DATE. WHAT SHOULD I DO?
Please contact customercare@cassandrarenee.com.au before placing your order and we will advise you of the available delivery options.
Processing and delivery timeframes are estimates only, and we cannot guarantee delivery by a specific date.
WHAT IF AN ITEM IS MISSING FROM MY DELIVERY?
Please contact customercare@cassandrarenee.com.au as soon as possible with your order number and a photograph of the order you received. We will respond within two business days.
HOW DO I TRACK MY ORDER?
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.
Please check your spam or junk folder if you have not received this email. If you are still unable to locate it, please contact customercare@cassandrarenee.com.au
IS SAME-DAY DELIVERY AVAILABLE?
Same-day delivery is not currently available.
RETURNS
HOW DO I INITIATE A RETURN?
To request a return, please contact customercare@cassandrarenee.com.au within 14 days of receiving your order.
For eligibility requirements and return instructions, please refer to our Returns Policy.
WHAT ITEMS ARE ELIGIBLE FOR A RETURN?
Eligible full-priced items may be returned for a refund. Eligible sale items may be returned for an e-boutique credit valid for three years. Items marked as final sale cannot be returned for change of mind.
Returned items must be unworn, unused, unwashed, unaltered and undamaged, with all original tags and protective materials attached.
Please refer to our Returns Policy for the complete return conditions.
IS RETURN SHIPPING COMPLIMENTARY?
Return shipping costs are the responsibility of the customer, except where otherwise required under the Australian Consumer Law.
CAN I RETURN A SALE ITEM?
Eligible sale items may be returned for an e-boutique credit valid for three years. Items marked as final sale cannot be returned for change of mind.
Please refer to our Returns Policy for full eligibility requirements.
I RECEIVED A FAULTY ITEM. WHAT SHOULD I DO?
We are sorry to hear this. Please contact customercare@cassandrarenee.com.au as soon as possible with your order number, a brief description of the issue and clear photographs of the item.
Our Customer Care team will review the information provided and advise you of the next steps.
Your rights under the Australian Consumer Law are not affected.
HOW LONG WILL MY REFUND TAKE?
Once your return is received, it will generally be assessed within three business days.
If approved, your refund will be issued to your original payment method. Please allow approximately 5-10 business days for the funds to appear, depending on your payment provider.
ORDERS
CAN I CHANGE MY ORDER OR DELIVERY ADDRESS AFTER IT HAS BEEN PLACED?
Please contact customercare@cassandrarenee.com.au as soon as possible with your order number.
We will do our best to assist if your order has not entered processing or been dispatched, but changes cannot be guaranteed. Once an order has been dispatched, we are unable to amend the order or delivery address.
Pre-orders cannot be cancelled or amended once submitted, except where required under the Australian Consumer Law.
PAYMENT
WHICH PAYMENT METHODS DO YOU ACCEPT?
The payment methods currently available will be displayed at checkout.
All prices on our Australian website are displayed in Australian dollars.
SIZING
HOW DO I FIND MY CORRECT SIZE?
Please refer to our Size Guide and the individual fit notes provided on each product page.
If you require further assistance before ordering, please contact customercare@cassandrarenee.com.au
STOCK AVAILABILITY & PRE-ORDER
WHAT IS A PRE-ORDER?
A pre-order allows you to secure an item before it becomes available for immediate dispatch.
Payment is processed in full when your pre-order is placed. The estimated dispatch timeframe will be displayed on the relevant product page.
WHEN WILL MY PRE-ORDER ARRIVE?
The estimated dispatch timeframe for each pre-order item is displayed on the relevant product page at the time of purchase.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.
CAN I CANCEL OR CHANGE A PRE-ORDER?
Pre-orders cannot be cancelled or amended once submitted, except where required under the Australian Consumer Law.
For further information, please refer to our Terms & Conditions.
ARCHIVE & SAMPLE SALE
WHAT IS THE CASSANDRA RENÉE ARCHIVE & SAMPLE SALE?
Our Archive & Sample Sale offers limited access to one-off samples and selected pieces from previous Cassandra Renée collections at reduced prices.
Archive and sample pieces may include prototypes, campaign garments, fitting samples, previous-season pieces or items that differ slightly from final production.
Due to their nature, these pieces may have minor imperfections, markings, small differences in style specifications or signs of handling and wear. These characteristics form part of the nature of an archive or sample sale item and should be considered before purchasing.
Please review the product description and images carefully before placing your order.
ARE ARCHIVE AND SAMPLE SALE ITEMS ELIGIBLE FOR RETURN?
Archive and sample sale items are final sale and cannot be returned or exchanged for change of mind. They are also not eligible for an e-boutique credit.
Please choose carefully before completing your purchase.
Nothing in these terms excludes or limits any rights that cannot lawfully be excluded under the Australian Consumer Law.
WILL ARCHIVE AND SAMPLE SALE ORDERS TAKE LONGER TO DISPATCH?
Higher order volumes during an Archive & Sample Sale may result in longer processing times. Any additional dispatch timeframe will be displayed on our website or communicated at the time of the sale.
HOW CAN I FIND OUT ABOUT UPCOMING ARCHIVE AND SAMPLE SALES?
Details of upcoming Archive & Sample Sales will be shared through our website, newsletter and official social media channels.
Further Assistance
WHAT IF MY QUESTION HASN’T BEEN ANSWERED?
For further assistance, please contact our Customer Care team at customercare@cassandrarenee.com.au