CSB Returns PolicyUpdated 3 days ago

Start a return here

At CSB, we want you to love your pieces — but if something isn’t quite right, you’re welcome to return your order within 30 days of delivery for a refund, store credit or exchange, as long as it meets our return requirements. 

Please note: This Returns Policy only applies to purchases made directly through the CSB website or at official CSB-owned retail pop-up stores. Products purchased through third-party retailers, including third-party sample sales and other external stockists or events, must be returned to the original place of purchase and are subject to that retailer's returns policy.

Return Eligibility Requirements

To be accepted for return, your item(s) must:

• Be unworn, unwashed, and in original packaging with tags attached

• Be free of perfume, body odour, deodorant, or washing powder

• Be free of make-up, tan marks, glitter, and pet hair

• Not be a final sale item 

• Not be underwear, socks, towels, or drinkware

• Swimwear bottoms must have the hygiene sticker intact and untampered

In certain circumstances, CSB may require returned items to be sent to our warehouse for inspection before a return, warranty claim, refund, replacement, exchange, or store credit can be approved. This may apply where additional assessment is required or where activity is identified that is inconsistent with the intent of this policy.

Where a return is requested as part of this process, the customer is responsible for the cost of returning the item(s) to CSB. Any applicable resolution will only be processed once the returned goods have been received, inspected, and approved by our warehouse.

Unacceptable Conditions for Returns: We encourage you to try on items as you would in a store, but please avoid wearing them. Unfortunately, if returned items are damaged, worn, or in unsuitable condition, we cannot process a return. In such instances, we may need to return the items to you at your expense. This includes items that show:

Policy Enforcement Notice: If we notice concerning patterns in your return behaviour, such as indications of wearing items before returning, purchasing and returning excessive quantities, or returning missing or non-CSB items, we may deactivate your account and any associated accounts. If you believe there has been an error, please contact our Customer Care Team for assistance.

How to Return Your Order

All returns must be processed through our official Returns Portal

• One RMA (Return Merchandise Authorisation) number can be issued per order

• All items from that order must be returned in a single transaction

• Returns not processed through the portal are not eligible for compensation

• A valid tracking number is required as proof of return

• Each RMA must be returned using its specific label. Multiple RMAs in one return label may not be eligible for compensation

Refunds

For Change of Mind returns (where there is no fault with the product), refunds are only available to all customers within 30 days of delivery. Refunds are processed through the return portal to your original payment method

• Discount codes and loyalty rewards are forfeited and not reissued

• Return handling fees will apply if the customer has not opted in for ‘Pay now for pre-paid returns’. View our current return handling fees by country here.

• Original order Shipping fees are non-refundable

Store Credit

All customers are eligible for store credit on returned orders.

• Credit is valid for 3 years from the date of issue

• Store credits and gift cards are not refundable and cannot be exchanged for cash

• Discount codes and loyalty rewards are forfeited on store credit returns

• Handling fees may apply.

Exchanges & Instant Exchanges

You are eligible for a one-time free size exchange per order, available through either our standard exchange or Instant Exchange options.

General Exchange Conditions

• One free size exchange per order.

• Exchanges are subject to stock availability.

• Duties and taxes are not included in exchange orders.

Instant Exchange Conditions

• Available to customers in the United States and Australia only.

• Replacement orders are processed as soon as your exchange is confirmed.

• A pre-authorisation hold is placed on your nominated debit or credit card.

• To avoid being charged, you must send your original items back using the provided return label within 14 days of booking.

• Your pre-authorisation hold is released once your return has been received and processed. Please allow up to 10 business days for delivery and processing, plus additional time for your bank to update your available balance.

Shop Now Exchanges
If you use the “Shop Now” method to exchange:

• Handling fees may apply

• Discount codes and rewards cannot be used during this process

• Additional payment (if required) can only be made with a debit or credit card

Return Protection

When checking out, you have the option to opt in to 'Return Protection'. This includes:

• Free return shipping

• No return handling or processing fees

If you do not opt in to Return Protection:

• Return shipping and handling fees apply

Note: Some locations are not eligible for the Return Protection option. In these cases, customers will need to organise their own return shipping. More info available here.

Final Sale Items

Items marked Final Sale cannot be returned for refund, exchange, or store credit.

• Returns cannot be booked via the CSB app

Return Labels

Free return labels are only provided to customers who selected the 'Pay now to unlock pre-paid returns' option at checkout for selected regions.

If this option was not selected, the cost of return shipping will be deducted from your refund or store credit.

If you’re located in an area where we can’t provide return labels, you will need to return your parcel via your own shipping provider. More information is available here.

If you’re using a freight forwarding service, you will also be responsible for the return shipping cost to our warehouse.

Swimwear Returns

To return swimwear bottoms, you must first submit a photo showing the hygiene sticker is intact.

• Once approved, we’ll issue a return label within 24 business hours

• If the hygiene sticker shows signs of tampering or the item appears worn, we reserve the right to reject the return

Consumer Rights
Nothing in this policy affects your rights under the Australian Consumer Law (ACL). We encourage all customers to review their consumer rights under relevant Australian legislation.