Got a question? We've got you.
Find answers to our most common questions below. If you still need help, we're just an email away.
Frequently asked questions
FAQ
How quickly will you reply?
We respond to all emails within 2–4 business days. We don't currently offer live chat or phone support.
How do I contact you?
Email us at support@thecherees.com. Include your order number in the subject line for the fastest response.
What currency will I be charged in?
Australian customers are charged in AUD. US customers are charged in USD. Prices displayed on the site include tax.
Is it safe to enter my card details on your site?
Yes. The Cherees checkout is hosted on Shopify, which is PCI DSS Level 1 compliant — the highest level of payment security. Your card details are encrypted and never stored on our servers.
How long does my refund take?
Once we approve your return, your refund is processed within 5 business days. Your bank may then take a further 3–10 business days to post it to your account. You'll receive an email confirmation when it's issued.
I got a damaged or wrong item — what do I do?
We'll fix it at no cost to you. Email support@thecherees.com within 7 days of delivery with your order number and clear photos of the issue. We'll respond within 2 business days and arrange a full refund or free replacement.
Which items can't be returned?
We can't accept returns on opened skincare, cosmetics, or personal care products; earbuds or headphones removed from packaging; grooming devices; underwear, swimwear, or intimate apparel; water bottles or food-contact items; and baby feeding products once the hygiene seal is broken.
What is your return policy?
You can return most unused items in their original packaging within 14 days of delivery for a refund to your original payment method. Return shipping is at your cost for change-of-mind returns.
I didn't get a confirmation email. Did my order go through?
Check your spam or promotions folder first. If it's not there, log into your account to check your order history, or email support@thecherees.com with the name and email you used at checkout.
I entered the wrong address — can you fix it?
Contact us at support@thecherees.com within 12 hours of ordering. If your order hasn't been dispatched, we can update the address. After dispatch, we're unable to redirect parcels.
Can I change or cancel my order?
Yes — but only within 12 hours of placing your order and before it's dispatched. Email support@thecherees.com immediately with your order number. Once an order is in fulfilment, we can't intercept it.
Who pays customs or import taxes?
Any customs duties or import taxes charged by your country's border authority are the buyer's responsibility. These are not collected by The Cherees at checkout.
What if my order is late or lost?
Check your tracking link first. If your order hasn't arrived within 45 business days of your dispatch confirmation, email support@thecherees.com with your order number. We'll issue a full refund or send a replacement — your choice.
How do I track my order?
Once your order is dispatched, you'll receive a shipping confirmation email with your tracking number and link. Check your spam folder if it doesn't arrive within 3 business days of ordering.
Do you ship to my country?
We currently ship to Australia and the United States. If you're outside these regions, email us at support@thecherees.com and we'll let you know what's possible.
How much does shipping cost?
We offer free shipping to Australia and the United States. Orders to other destinations are charged at a standard rate calculated at checkout.
How long will my order take to arrive?
Orders are processed within 1–3 business days. Standard delivery takes 15–20 working days to Australia and the United States. Orders containing liquids, serums, moisturisers, or fragrances may take up to 35 business days due to freight restrictions. We'd rather be upfront than overpromise.
