Returns & Exchanges

Return For Refund Policy

To arrange a return for refund, please email us at support@nusoothe.com. Please note:

  • The customer is responsible for paying the return shipping costs to: PO Box 291, Carlton South VIC 3053 Australia. You may use any shipping method you choose, or we can provide a fully paid shipping label and deduct $11 AUD from your refund.
  • If you return an item that has been opened, a $4 AUD try-on fee will be charged per item. Items that have not been opened will not incur this fee. This is because, due to the intimate nature of our products, they cannot be re-sold once they have been tried on. The funds will be put towards recycling the fabric.
  • If 30 days have gone by since delivery, typically we can’t arrange a return for refund.
  • All shipping costs are non-refundable.

We will process your refund via your original method of payment within 3 working days of receiving your return.

Exchange Policy

To arrange an exchange, please email us at support@nusoothe.com. Please note:

  • NuSoothe will cover all shipping costs involved. We will email you a fully paid return shipping label for you to print and attach it to your items(s).
  • If you exchange an item that has been opened, a $4 AUD try-on fee will be charged per item. Items that have not been opened will not incur this fee. This is because, due to the intimate nature of our products, they cannot be re-sold once they have been tried on. The funds will be put towards recycling the fabric.
  • If 30 days have gone by since delivery, typically we can’t arrange an exchange.
  • If you want to exchange your items a second or third time, a fee of $14 AUD will be charged to help cover exchange shipping costs.

We will ship out your exchange item(s) within 3 working days of receiving your return.

Lost or Stolen Packages

NuSoothe is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, we will confirm the delivery to the address provided, date of delivery, tracking information and shipping carrier information for the customer to investigate.