Returns and exchange
This page outlines our returns, exchanges and refunds policy. By processing your payment with us, you are accepting the following terms and conditions regarding shipping and returns of your purchase.
If you require clarification or have any questions, please contact us at email@example.com
Conditions of exchanges and returns
- We do not offer refunds or exchange for change of mind;
- We only offer store credit for returned items;
- We do not offer size exchanges, please read the sizing chart prior to purchasing to ensure correct size is purchased at the time of sale;
- AIYA ATELIER items cannot be returned or refunded;
- Returns within Australia – Items must be returned within 7 days of receipt by customer;
- Returns outside Australia – Items must be returned within 14 days of receipt by customer;
- Items must be returned in their original clean condition with tags and must be unworn, unwashed and unscented;
- AIYA THE LABEL reserves the right to deny a refund if items are returned used, soiled, worn or damaged in any way and they will be returned to sender. You will be notified via email if your returned item is not suitable for a refund;
- No refunds or returns on Made to Measure items;
- We do not accept returns on jewellery, accessories or sale items;
- They must be a full price item, there is no return on sale items, this includes all promotion codes and sales. (eg, flash sales, sale collection and reduced items)
- Customer is responsible for the cost of shipping the item back to us and the cost of shipping the any exchanged/new item out to the customer;
- Customer must include a note with the Order Name and Order Number with the returned item; and
- Prior to returning any item, customers are required to contact us at firstname.lastname@example.org
We reserve the right to reject any items not returned in their original state or returned after the above specified number of days of customer’s receipt. These will be sent back to the customer. Shipping is non-refundable except where an error is made by us.
Important information for return for store credit
For Australia returns, those purchases that were over $100.00 the store credit will be issued minus the cost of AUD $30.00 for re-shipping and handling. AIYA THE LABEL are not liable for replacement shipping costs due to an incorrect sizing and/or colour choice, and therefore the shipping and handling fee will be deducted from your store credit price to cover the costs of a replacement item being re-shipped.
For all International returns, you will be given a store credit in the amount of the returned garment/s, minus the shipping fee. It is the responsibility of the customer to cover all costs in returning the item/s to AIYA THE LABEL. You will also be charged for the postage for us to ship the new item/s to you.
Returns are processed within 3 days of receiving your items. You will received an email with details of the Store Credit.
As we are an online store, unfortunately we are unable to offer pick-up of purchases, or viewing prior to purchasing. If you urgently need your order, please email us and we can schedule this for you.
Product information, imagery & colours
To ensure a most accurate image of each product is displayed, we do not enhance colours so customers can accurately assess their desire for an item. AIYA THE LABEL cannot be liable for changes in colour perception due to screen settings on each individual’s computers when shopping with us. If you require further information on a product please email us email@example.com