Refund policy
We accept return/replacement requests only if the product arrives damaged or defective.
Damages and issues
For replacements and refunds, please send us unboxing videos and photo evidence of the defective product, along with images of the original packaging to colorempress.au@gmail.com within 5 days of delivery.
If you do not have an unboxing video of the order and we fail to verify the cause, Color Empress will not be liable for refunds/replacement of such products.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how to send your package.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Cancellations
Since all products are custom-made and enter production quickly, cancellations are not possible.
Color Matching
We use world-class digital printers with certified inks. The colors may not always match the provided designs exactly and could slightly differ.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.