Update as of December 18, 2023: After 5 years of serving our Eubi community, our AU store will be closing its doors for good. At this time, we invite you to seize the last change to acquire your favourite pieces at significantly reduced prices.
All items sold under the Clearance sale are not eligible for returns or exchanges. We appreciate your understanding.

If you have any enquiry, please reach out to us at hello@eubiofficial.com.

PRODUCT DEFECTS

We're so sorry the order you received was less than perfect. We do have a strict quality control process in place however, a few may have slipped through the cracks. 

In the event where you you receive damaged goods or if there’s a manufacturing defect on the item(s) that we have shipped out to you, please email us a clear picture of the defect to hello@eubiofficial.com within 7 days from the date the product was received so that we can assist you in a timely manner and we can replace the item for you. 

WRONG ORDER 

We understand it can be frustrating to receive the wrong order. Please submit a photo through our return portal and select your desired outcome. Alternatively, you could send in an email at hello@eubiofficial.com and our team will guide you through the process. 

ORDER AMENDMENTS

We work very quickly to process all our orders. Please notify our customer support team with your order ID and email within 24 hours via email at hello@eubiofficial.com.

However, we cannot guarantee that your order can still be amended as it may have been processed within 24 hours and if that’s the case, we are unable to allow any changes. Please check our size chart carefully before you place an order.

ORDER CANCELLATIONS

If you wish to request for a cancellation of your order prior to dispatch, please email us at hello@eubiofficial.com within 12 hours upon placing your order. If your order has been fulfilled before the 12 hours time frame, we will not be able to proceed with the necessary cancellations. Anything past 12 hours will not be eligible for cancellation

We cannot guarantee that your order will be canceled upon request as our Fulfillment Team works very quickly in processing all our orders.

CONSUMER GUARANTEE

You have statutory rights under the Australian Consumer Law that are in addition to and are not limited by our change-of-mind policy or by any other return policy, statement or comment we might make. If a consumer guarantee is not met, for example if a product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or to be compensated for any drop in value of the product (if you keep it). If the issue with the product is a minor one, we may choose to offer you a free replacement of the product. The consumer guarantees do not apply where, after sale, the product is damaged through misuse or abnormal use.

Further information about the consumer guarantees are provided here:

• https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees

(includes details about the consumer guarantees)  

• https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund#repairs

(includes details about your rights where a consumer guarantee is not met)

To make a claim under the consumer guarantees, you will need to return the item to us and provide proof of purchase. We expect the proof you provide to include some specific reference to the item your claim relates to or the specific amount paid for the item. To make a claim under the consumer guarantees please contact our Customer Success Team. 

ALL OTHER QUERIES

If you have any further enquiries, please contact or email us at hello@eubiofficial.com for us to assist you further.

Note: Please refer to the Returns & Exchange Policy applicable for orders made before December 18, 2023 here.