Refund policy

SHIPPING, RETURNS & REFUNDS POLICY

Dazzle Me Dancewear & Costuming (DMDC)

This Shipping, Returns & Refunds Policy forms part of DMDC’s Terms & Conditions of Sale. By placing an order with DMDC, you agree to this policy.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded, including rights under the Australian Consumer Law.

1. ORDER PROCESSING

Order processing time is separate from Australia Post transit time and is not included in any delivery estimate.

Standard processing timeframe

Please allow up to three business days for eligible in-stock orders to be processed, packed and prepared for shipping.

DMDC’s scheduled packing days are:

  • Monday
  • Wednesday
  • Friday

The packing cut-off is 10:00 am AEST on each scheduled packing day.

Orders received after the cut-off will be considered for the next scheduled packing day. Ordering before the cut-off does not guarantee same-day packing or dispatch.

Products requiring production, decoration, alteration, appliqué application or other additional preparation are not covered by the standard three-business-day processing timeframe. The applicable preparation estimate will be stated on the relevant product page.

Packing and collection schedule

Under DMDC’s usual Australia Post collection arrangements:

  • parcels completed on Monday are generally collected on Tuesday;
  • parcels completed on Wednesday are generally collected on Thursday; and
  • parcels completed on Friday are generally collected on the following Monday.

These are usual arrangements only and are not guaranteed dispatch dates. Public holidays, scheduled closures, high order volumes, extreme weather, natural disasters, emergencies, carrier changes or other circumstances outside DMDC’s reasonable control may delay processing or collection.

Shipping labels and tracking numbers

A shipping label may be created before the order is ready for collection.

A tracking status such as “Pending” or “Label Created” does not mean the parcel has been dispatched. The order may still be undergoing final preparation, packing, production or decoration.

Australia Post’s estimated transit timeframe begins only after the completed parcel has been collected and scanned into the Australia Post network.

2. SHIPPING SERVICES

DMDC uses Australia Post for domestic and international deliveries.

Shipping services and prices are displayed at checkout based on the delivery destination and products in the cart.

Standard and Express Post

Express Post refers only to Australia Post’s estimated transit time after collection.

DMDC does not offer:

  • express processing;
  • express production;
  • express decorating;
  • priority packing; or
  • guaranteed dispatch or delivery dates.

Selecting Express Post does not shorten any processing, production or decoration timeframe.

All Australia Post delivery timeframes are estimates only.

Tracking

All parcels are sent using a tracked postal service.

The customer is responsible for:

  • providing a complete and accurate delivery address;
  • monitoring tracking updates;
  • responding to carrier notices; and
  • collecting the parcel within the carrier’s required timeframe.

DMDC generally has access to the same tracking information displayed to the customer.

Signature on delivery

Where signature on delivery is required, the customer must select a shipping service at checkout that expressly states that a signature is included.

Delivery dates

DMDC cannot guarantee delivery by a competition, concert, photoshoot, performance, holiday, travel date or other required date.

Customers are responsible for ordering sufficiently early to allow for:

  • DMDC processing;
  • production or decoration;
  • Australia Post transit;
  • customs processing; and
  • unexpected delays.

3. SHIPPING ADDRESSES

Customers must check the delivery address carefully before completing checkout.

DMDC is not responsible for delays, non-delivery, misdelivery or return-to-sender costs caused by an incorrect or incomplete address supplied by the customer.

An address amendment may be requested before dispatch, but:

  • approval is not guaranteed;
  • the $15 order amendment fee applies; and
  • any additional shipping charge must be paid before the amendment is completed.

Once Australia Post has collected or scanned the parcel, DMDC cannot change or redirect the delivery address.

The customer may contact Australia Post directly to ask whether redirection is available, but DMDC cannot guarantee or arrange a carrier redirection.

4. SEPARATE, COMBINED AND SPLIT ORDERS

DMDC does not combine separate orders, even where they:

  • were placed by the same customer;
  • use the same delivery address; or
  • were submitted close together.

Each order will be processed and shipped as placed. Shipping paid on separate orders is non-refundable and cannot be transferred, credited or applied to another order.

DMDC does not normally split one order into multiple parcels. Where DMDC approves a split shipment, additional postage and administration charges may apply.

Orders containing products with different preparation timeframes will generally be dispatched once all products are ready.

5. OVERSIZED OR OVERWEIGHT ORDERS

If the completed parcel exceeds the weight, dimensions or service covered by the shipping amount paid at checkout, DMDC may issue an invoice for the additional shipping cost.

This may apply where an order:

  • exceeds 1 kg;
  • requires a larger box;
  • contains bulky items; or
  • falls outside the original postal service charged.

The additional shipping amount must be paid before dispatch.

If payment is not received within 10 business days, DMDC may cancel the order and process the applicable refund, less any permitted cancellation fee or non-refundable amount.

6. E6000 SHIPPING RESTRICTIONS

E6000 Glue cannot be transported using services involving air freight.

Accordingly:

  • E6000 cannot be shipped internationally;
  • E6000 cannot be shipped using Express Post; and
  • Australian orders containing E6000 must use an eligible road-transport service.
  • DMDC will not automatically split E6000 from other products so the remaining items can be sent by Express Post. Customers requiring separate shipping services must place separate orders.

7. INTERNATIONAL SHIPPING, DUTIES AND CUSTOMS

DMDC ships to many international destinations using Australia Post. Available destinations and shipping services are displayed at checkout.

International customers are responsible for checking:

  • local import requirements;
  • product restrictions;
  • customs requirements; and
  • any applicable duties, taxes, tariffs, brokerage or handling fees.

 

DMDC must declare the parcel contents and commercial value accurately. DMDC will not:

  • undervalue an order;
  • mark a commercial order as a gift; or
  • provide false customs information.

Customs and border authorities may inspect, hold, delay, reject or impose charges on international parcels. These decisions are outside DMDC’s control.

For destinations outside the United States, duties, taxes, tariffs, customs charges and brokerage fees imposed by the destination country are the customer’s responsibility.

8. UNITED STATES ORDERS

A mandatory 32% US Import Cost Recovery Surcharge applies to physical orders shipped to the United States.

The surcharge is used to recover applicable US import duties and processing costs paid by DMDC before dispatch through the Australia Post and Zonos process.

Customers do not need to create a Zonos account or make a separate payment directly to Zonos.

The surcharge is non-refundable once DMDC has paid or otherwise incurred the applicable import costs.

Digital products and gift cards that are not physically shipped are not subject to the surcharge.

Further information is available in the United States Shipping & Tariff section of the DMDC FAQ.

9. DELAYED, MISSING OR LOST PARCELS

Delayed parcels

Once a parcel has been collected, its transit and delivery are managed by Australia Post or the destination country’s postal carrier.

Customers should check the tracking information and contact the carrier directly for current delivery information.

Shipping charges are not refunded solely because a parcel arrives later than the carrier’s estimated timeframe.

Parcels showing delivered but not received

Where tracking shows that a parcel has been delivered but the customer cannot locate it, the customer should:

  1. check the delivery address;
  2. check the mailbox, safe places, building reception and household members;
  3. ask neighbours where appropriate; and
  4. contact Australia Post promptly to request delivery information or an investigation.

If Australia Post confirms that sender action is required, the customer should email DMDC with the carrier’s response.

Lost parcels

Australia Post must investigate and determine whether a parcel is delayed or officially lost.

DMDC cannot treat a parcel as lost while it remains in transit or while the carrier’s investigation is underway.

Once the carrier completes its investigation, the customer should email DMDC with the order number and investigation outcome so the available resolution can be reviewed.

10. PARCELS RETURNED TO SENDER

A parcel may be returned to DMDC because of:

  • an incorrect or incomplete address;
  • refusal of delivery;
  • failure to collect;
  • non-payment of destination-country import charges;
  • an inaccessible delivery location; or
  • another customer-related delivery issue.

DMDC will contact the customer after the parcel physically returns.

The customer may choose to:

  1. have the parcel resent after paying new shipping and any other applicable costs; or
  2. request an eligible refund for the returned products.

Original shipping fees are non-refundable.

Return-to-sender fees, additional carrier charges and new postage may also be payable by the customer.

For US orders, the US Import Cost Recovery Surcharge remains non-refundable once the applicable import costs have been incurred.

DMDC does not automatically resend returned parcels.

RETURNS AND REFUNDS

11. VOLUNTARY 30-DAY RETURN WINDOW

Eligible products may be returned for change of mind, incorrect sizing or colour preference within 30 days of delivery.

For this policy, the delivery date is the date on which the postal carrier’s tracking records the parcel as delivered.

The return must be lodged with the return postal carrier within 30 days of that delivery date.

This voluntary 30-day policy is additional to any rights available under the Australian Consumer Law.

12. RETURN ELIGIBILITY

To qualify for a voluntary return, each item must be:

  • in the same condition in which it was received;
  • unworn and unused, except for a careful try-on over underwear;
  • unwashed;
  • unaltered and undecorated;
  • free from marks, stains, makeup, fake tan, deodorant, perfume, smoke, perspiration, body odour, pet hair or other soiling;
  • free from damage, stretching, pulled seams or misuse;
  • returned with all original tags attached;
  • returned with all included costume pieces and accessories;
  • returned inside its original clear zip-lock product bag; and
  • eligible for return under this policy.

Trying on a costume briefly to assess fit does not constitute wear, provided all eligibility requirements are satisfied.

Products worn for a rehearsal, performance, photoshoot, class, competition or other extended use are not eligible for a voluntary return.

13. HYGIENE AND SOILED RETURNS

Underwear must be worn at all times when trying on a costume.

DMDC may refuse a voluntary return if the item shows signs that it was tried on or worn without underwear or is not in hygienic, saleable condition.

Where a returned garment has staining or soiling, including in the crotch area, DMDC may deduct a reasonable cleaning fee from the refund.

The fee will be based on:

  • the severity of the soiling;
  • the treatment required;
  • the time and cost involved; and
  • whether the garment can be hygienically restored to saleable condition.

If the garment cannot reasonably be restored to a hygienic and saleable condition, the voluntary return may be refused.

This section does not affect any remedy the customer may have where DMDC supplied goods that fail to meet a consumer guarantee.

14. ITEMS THAT CANNOT BE RETURNED FOR CHANGE OF MIND

The following products are not eligible for cancellation, return, exchange or store credit for change of mind, incorrect sizing or colour preference:

  • custom costumes;
  • custom troupe orders;
  • custom-designed products;
  • made-to-order products;
  • Barely There costumes;
  • Fully Dazzled costumes;
  • custom-decorated products;
  • products altered with lace, appliqué or another selected add-on;
  • opened or used E6000 Glue;
  • digital products, including PDF sewing patterns;
  • gift cards;
  • products specifically marked Final Sale; and
  • any other product made or modified specifically for the customer.

A sale or discounted product is not automatically Final Sale unless the product page specifically states that it is Final Sale.

These exclusions apply only to voluntary change-of-mind returns and do not remove rights that apply where a product fails to meet a consumer guarantee.

15. FINAL SALE PRODUCTS

A product may be marked Final Sale where it is offered at a reduced price because of a disclosed imperfection, limitation, condition issue or other stated reason.

The product description will identify the known issue and state that the product is Final Sale.

By purchasing a Final Sale product, the customer acknowledges:

  • the disclosed condition;
  • that the product is accepted as described; and
  • that the reduced price reflects the disclosed condition.

Final Sale products cannot be returned for change of mind, incorrect sizing or dissatisfaction with a disclosed issue.

Nothing in this section excludes a remedy required by law for an issue that was not disclosed or another failure to meet an applicable consumer guarantee.

16. HOW TO SEND A RETURN

Before sending a voluntary return:

  1. Confirm that the product is eligible.
  2. Ensure the item is clean, unwashed, unaltered and in original condition.
  3. Ensure all original tags remain attached.
  4. Place all costume pieces and accessories inside the original clear zip-lock product bag.
  5. Place the product bag inside a separate protective shipping satchel, box or suitable outer mailing package.
  6. Include the required identifying note inside the parcel.
  7. Lodge the parcel with the postal carrier within 30 days of delivery.
  8. Retain the tracking number and postage receipt until the return is completed.

Outer shipping packaging is mandatory

Do not use the clear zip-lock DMDC product bag as the outer postage satchel.

The clear product bag forms part of the returned product packaging and must arrive clean, undamaged and suitable for reuse.

Returns sent without appropriate outer packaging may be refused or subject to a reasonable deduction where the product, product bag or included items are damaged, marked, torn or rendered unsuitable for resale.

Do not wash, alter, decorate, glue, rhinestone, repair or otherwise modify the item before returning it.

17. INFORMATION THAT MUST BE INCLUDED

Include a note inside the return parcel containing:

  • full name;
  • order number;
  • email address used for the order;
  • item being returned;
  • reason for the return; and
  • preferred refund method:
    • store credit; or
    • refund to the original payment method.

Where no refund preference is provided, DMDC will process an approved return to the original payment method.

Once refund processing has commenced, the selected refund method cannot be changed.

18. UNIDENTIFIED RETURNS

Customers are responsible for including enough information for DMDC to identify the sender and match the parcel to the correct order.

If tracking shows that DMDC received a return but the customer has not received a refund or update, the customer must contact contact.dazzleme@gmail.com within 10 days of the return delivery date and provide:

  • full name;
  • order number;
  • email address used for the order; and
  • return tracking number.

If no identifying information was included and the customer does not contact DMDC within this period, the return may be treated as unidentified or abandoned.

DMDC may be unable to issue a refund or store credit where the parcel cannot reasonably be matched to a customer or order.

Nothing in this section limits any obligation that cannot legally be excluded.

19. RETURN ADDRESS

Send eligible returns to:

Dazzle Me Dancewear
Parcel Locker 10217 65594
Shop 27, 54 Minjungbal Drive
Tweed Heads South NSW 2486
Australia

Returns must not be sent using cash on delivery or another service requiring DMDC to pay charges before receiving the parcel.

20. RETURN POSTAGE

Return postage is the customer’s responsibility for:

  • change-of-mind returns;
  • incorrect sizing;
  • colour preference;
  • exchanges; and
  • other customer-requested returns.

DMDC strongly recommends using tracked postage.

The customer remains responsible for the return until it is physically received by DMDC.

If a return parcel is lost or delayed:

  • the customer must contact the return carrier;
  • DMDC cannot investigate a shipment purchased by the customer; and
  • no voluntary refund or store credit can be processed unless the return is received.

Where DMDC confirms that an incorrect item was supplied, DMDC will provide return instructions and, where applicable, a prepaid return label.

Nothing in this section limits DMDC’s obligations where goods fail to meet a consumer guarantee.

21. RETURN INSPECTION

All returns are inspected after arrival.

A carrier tracking status showing delivery does not mean the return has already been opened, inspected or approved.

DMDC may:

  • approve the return;
  • apply a reasonable cleaning or restoration deduction;
  • request additional information;
  • refuse a voluntary return that does not meet the policy conditions; or
  • contact the customer regarding the return outcome.

Where a voluntary return is refused, DMDC will advise the customer of the reason.

The customer may be required to pay postage if they want an ineligible item sent back to them. If the customer does not provide instructions or pay the required postage within a reasonable period stated by DMDC, the item may be handled in accordance with applicable law.

22. REFUNDS AND STORE CREDIT

Once a return has been received, inspected and approved, DMDC will process it according to the refund preference included inside the parcel.

Store credit

Where selected and available, store credit will be applied to the customer account or issued using the method advised by DMDC.

Refund to original payment method

Refunds can only be processed to the original payment method used at checkout.

DMDC cannot refund an approved amount to a different card, bank account or payment method.

After DMDC processes the refund, banks and payment providers may take approximately 10–15 business days to display the funds.

The approved refund is based on the amount actually paid for the returned product, after any applicable discount and permitted deduction.

23. SHIPPING, DUTIES AND OTHER NON-REFUNDABLE COSTS

For voluntary customer-requested returns:

  • original shipping fees are non-refundable;
  • return postage is non-refundable;
  • US import surcharges are non-refundable once incurred;
  • international duties, tariffs and customs charges paid to third parties are non-refundable by DMDC; and
  • return-to-sender or additional carrier fees may be deducted where applicable.

Where DMDC refunds the purchase price of a taxable product, the refund amount will include the applicable GST component contained in that product price.

Nothing in this section limits any amount DMDC is legally required to refund where a product fails to meet a consumer guarantee.

24. EXCHANGES

DMDC does not hold or reserve replacement stock while a return is in transit.

Customers seeking another size, colour or product should place a new order while the required item remains available.

The original eligible item may then be returned in accordance with this policy.

DMDC cannot guarantee that replacement stock will remain available.

25. COLOUR-PREFERENCE RETURNS

DMDC makes reasonable efforts to display product colours accurately.

Colours may appear different because of:

  • screen settings;
  • device type;
  • brightness;
  • photography lighting;
  • fabric finish;
  • reflective coatings; and
  • manufacturing-batch variation.

Satin, hologram, metallic, vinyl, PVC and rhinestone finishes may appear particularly different under changing light.

Eligible standard products may be returned for colour preference within the 30-day voluntary return period.

Return postage remains the customer’s responsibility, and original shipping charges are non-refundable.

A difference caused by display settings or personal colour preference is not necessarily a product fault.

26. INCORRECT ITEMS SUPPLIED BY DMDC

If a customer believes DMDC supplied the wrong item, they must email:

contact.dazzleme@gmail.com

Please contact DMDC as soon as reasonably possible after delivery and include:

  • full name;
  • order number;
  • description of the issue;
  • clear photographs of the item received; and
  • clear photographs of the product label and packaging where relevant.

Do not wear, wash, alter, decorate, repair or return the item until DMDC provides instructions.

DMDC may request additional evidence before confirming the issue.

If DMDC confirms that an incorrect item was supplied:

  • DMDC will provide return instructions;
  • a prepaid return label may be issued;
  • the customer must use the return method provided unless DMDC agrees otherwise;
  • the incorrect item must be returned unworn, unused and unaltered with tags and packaging; and
  • a replacement or other appropriate remedy will be arranged.

Where a replacement is approved, DMDC may require proof that the incorrect item has been lodged before dispatching the replacement.

27. FAULTY OR DAMAGED PRODUCTS

Customers should inspect their order promptly after delivery.

Where an item appears faulty, damaged, unsafe or inconsistent with its description, email:

contact.dazzleme@gmail.com

Include:

  • full name;
  • order number;
  • detailed description of the issue;
  • clear photographs or video;
  • photographs of the full product; and
  • photographs of the packaging where relevant.

Do not wear, wash, alter, repair, glue, rhinestone or return the product until DMDC has assessed the issue and provided instructions.

DMDC will assess the circumstances and provide the remedy required under applicable law.

Depending on the nature of the issue, the available remedy may include a repair, replacement, refund or another appropriate resolution.

Normal wear, accidental damage, misuse, failure to follow care instructions, excessive stretching, customer-applied decoration and disclosed product characteristics are not automatically manufacturing faults.

Occasional rhinestone loss through wear, movement, floor work, washing or storage is not automatically considered a product fault and will be assessed according to the circumstances.

28. CUSTOMISED AND MADE-TO-ORDER CANCELLATIONS

Custom-made, made-to-order and customised products cannot be cancelled for change of mind once the order has been confirmed.

This includes:

  • Barely There;
  • Fully Dazzled;
  • custom decoration;
  • custom troupe products;
  • products with appliqué or lace added;
  • custom-designed items; and
  • other products modified specifically for the customer.

Processing may begin shortly after checkout, including:

  • allocating stock;
  • reserving materials;
  • scheduling staff;
  • preparing decoration; and
  • placing production orders.

Customers must check all sizes, colours, designs and selections before completing payment.

This cancellation restriction does not exclude any right or remedy that applies where DMDC fails to meet a legal obligation.

29. STANDARD-ORDER CANCELLATIONS

A cancellation request for an eligible non-customised order must be made as soon as possible by emailing:

contact.dazzleme@gmail.com

Cancellation is not guaranteed.

Where DMDC approves a customer-requested cancellation before dispatch, a $15 cancellation fee applies.

Once a parcel has been dispatched, the order cannot be cancelled and must instead be returned, if eligible, in accordance with this policy.

30. DMDC RESALE MARKETPLACE ALTERNATIVE

Customers are not required to return an unwanted item to DMDC.

They may choose to:

  • keep it;
  • gift it;
  • sell it privately;
  • list it on another resale platform; or
  • submit it to the DMDC Resale Marketplace.

The DMDC Resale Marketplace is a dedicated platform created for DMDC customers to buy and sell eligible genuine DMDC products.

It may be more cost-effective than returning an item, particularly for international customers, because original shipping is non-refundable and return postage to Australia can exceed the Marketplace listing fee.

The Marketplace is optional. Listing fees, approval requirements and Marketplace Terms apply, and DMDC does not guarantee that an item will sell.

Choosing not to use the Marketplace does not affect the customer’s ability to return an eligible product within the 30-day return period.

31. CHARGEBACKS AND PAYMENT DISPUTES

Customers should contact DMDC before commencing a payment dispute so DMDC has a reasonable opportunity to investigate and resolve the issue.

DMDC may dispute a chargeback using relevant evidence, including:

  • order records;
  • payment records;
  • tracking;
  • delivery confirmation;
  • correspondence;
  • photographs;
  • product descriptions;
  • disclosed Final Sale conditions; and
  • this policy.

DMDC may restrict or refuse future orders where there is reasonable evidence of:

  • fraud;
  • deliberate misuse of payment-dispute procedures;
  • false or misleading claims;
  • repeated abusive conduct; or
  • attempts to obtain both the goods and a refund without lawful entitlement.

DMDC will not restrict a customer merely because they exercise a legitimate legal right or raise a genuine dispute.

32. EXCESSIVE OR ABUSIVE RETURN ACTIVITY

DMDC may review, limit or refuse access to its voluntary change-of-mind return program where there is reasonable evidence of excessive, fraudulent or abusive return activity.

This may include repeated:

  • use and return of worn products;
  • return of altered or soiled products;
  • false claims;
  • unidentified parcels;
  • non-compliant returns; or
  • attempts to circumvent product exclusions.

Any action taken under this section will not remove rights or remedies that cannot legally be excluded.

33. POLICY ADMINISTRATION

DMDC may update this policy from time to time.

The policy applying to an order will generally be the version published when the order was placed, except where a later change is required by law or provides the customer with a more favourable outcome.

DMDC may:

  • inspect and assess returned items;
  • refuse voluntary returns that do not meet this policy;
  • apply reasonable and properly explained deductions;
  • request supporting information;
  • correct genuine administrative errors; and
  • take reasonable steps to prevent fraud or abuse.

This policy applies to all DMDC purchases unless different written terms are expressly provided for a particular product, custom booking or transaction.

Contact: contact.dazzleme@gmail.com