FAQs – CAMEO

After Care

How should I wash and maintain the products?

All hoodies should be...

• Machine Washed Cold

• Inside Out

• w/ Like Colours

• Gentle Cycle

• Don't Tumble Dry

Orders

How long does order processing take?

All orders are processed within 1 to 3 business days. Orders are not processed, shipped or delivered on weekends or public holidays.

Can order processing be delayed?

During periods of high order volume, processing and shipment may be delayed by a few additional days. Please allow extra time for your order to move through the delivery network.

If there is a significant delay with your order, we will contact you by email or telephone.

What should I do if I receive the wrong item?

Please check your order as soon as it arrives. Contact us immediately if you receive the wrong item so that we can evaluate the issue and make it right.

Shipping

Where does CAMEO currently ship?

We currently ship Australia-wide only.

Will I receive tracking information?

Yes. You will receive a shipment confirmation email once your order has been shipped. This email will include your tracking number or tracking numbers.

Tracking information will usually become active within 24 hours of receiving the shipment confirmation.

Can delivery delays occur?

Delivery delays may occasionally occur due to carrier operations, high shipment volumes, public holidays or other circumstances outside our control.

What happens if my shipment is damaged or lost?

If your parcel is lost or arrives damaged, please contact us as soon as possible so that we can work to resolve the issue as best and as swiftly as we can.

Please retain all packaging materials and damaged products before submitting your claim.

Returns

What is your return policy?

We have a 7-day return policy. This means you have 7 days after receiving your item to request a return and send the item back for an exchange or refund.

Exchanges can be made for change of minds OR if the item has a manufacturing fault. If the item is faulty, you may be eligible for a full refund after the item has been inspected. If the item is defective, CAMEO will cover shipping costs. If it is a style or size exchange, the buyer must cover shipping costs after exchange has been made.

What condition must my return be in?

To be eligible for an exchange or full refund, the item must be in the same condition in which it was received. It must be unworn, unused, have its original tags attached and remain in its original packaging.

You will also need to provide a receipt or other proof of purchase.

How do I start a return request?

To start an exchange or refund request, please contact us within 5 days of receiving your order. If your return is accepted, we will provide instructions explaining how and where to send your package.

If the item is defective, CAMEO will cover shipping costs. If it is an exchange for style or size, buyer will cover shipping costs.

Items returned without first requesting and receiving return approval will not be accepted.

Can I return sale items or gift cards?

We don't accept returns for gift cards. We only offer a credit note or exchange for sale items.

What should I do if my item is faulty or damaged?

Please check your order immediately after delivery. Contact us as soon as possible if the item is defective, damaged or incorrect so that we can assess the issue and provide the appropriate resolution.

Exchanges & refunds

How do exchanges work?

The fastest way to receive the item you want is to return your current item. Once the return has been accepted, we will then send the desired style or size. Shipping costs must be covered by the buyer.

To be eligible for an exchange, the item must be in the same condition in which it was received. It must be unworn, unused, have its original tags attached and remain in its original packaging.

Can I send an item back without contacting you?

No. All returns and exchanges must be requested and approved before the item is sent back. Unauthorised returns will not be accepted.

When can I request a refund?

Refunds are accepted only when an item is faulty upon removal from its packaging. Change-of-mind refunds are not accepted.

If the item is faulty, CAMEO will cover shipping costs of returning the product.

How will I know if my refund is approved?

We will notify you after we have received and inspected your returned item. We will then confirm whether your refund has been approved or declined.

How long does an approved refund take?

Once approved, the refund will be issued automatically to your original payment method within 10 business days.

Your bank or credit card provider may require additional time to process and display the refund in your account.

What if my refund has not arrived?

If more than 15 business days have passed since your refund was approved, please contact us for further assistance.

Warranty

What is your Warranty policy?

ur goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Every CAMEO garment is covered by a 12-month Manufacturing Warranty from the date of purchase.

This warranty covers genuine manufacturing defects, including:

- Faulty stitching or seams.

- Print or embroidery defects caused by manufacturing.

What isn't covered?

- Normal wear and tear.

- Accidental damage.

- Misuse or negligence.

- Incorrect washing or drying.

- Alterations or modifications made after purchase.

- Damage caused by bleach, harsh chemicals or excessive heat.

Natural fading, pilling and general ageing that occurs through regular wear are considered normal and are not manufacturing defects.