Refund policy

Return and Refund Policy

Return Eligibility

We want you to be completely satisfied with your purchase from us. If, for any reason, you need to initiate a return, please take note of the following guidelines:

14-Day Return Window: You have 14 days from the date of receiving your item to request a return.

Condition of the Item: To be eligible for a return, your item must be in the same condition as when you received it – unworn, unused, unwashed, with all original tags (if any) and in its original packaging. A proof of purchase, such as a receipt, is also required for processing your return.

Change of Mind and Sizing Issues:

Please be aware that we do not offer refunds for change of mind purchases or incorrect size selection. We encourage you to carefully review the product description and size table to ensure that the item meets your needs and preferences before making a purchase.

However, if you have any doubts or uncertainties about a purchase, please don't hesitate to contact us at sales@ayla.com.au. Our team is here to assist you and provide guidance.

Initiating a Return: To initiate a return, please contact us at sales@ayla.com.au. If your return request is accepted, you'll receive a detailed instructions on the return process. Items returned without prior authorisation will not be accepted.

Shipping Costs: Please be aware that the cost of return shipping is the customer's responsibility, unless the product is deemed faulty due to reasons beyond the customer's control.

Shipping and Postage Fees: Please note that shipping and postage fees are non-refundable.

Contact Us: If you have any questions regarding your return, please do not hesitate to get in touch with us at sales@ayla.com.au.

Damages and Issues

We kindly ask you to thoroughly inspect your order upon receipt. In the event of a defective, damaged, or incorrect item, please contact us immediately. We will promptly assess the issue and take appropriate action to rectify it.

Non-Returnable Items

Please note that for hygiene reasons specific categories of items cannot be returned. These include custom products (e.g., special orders or personalized items), and personal goods (e.g., Jewellery). If you have concerns about a specific item, please contact us for clarification.

Sale Items and Gift Cards

Please note that all sales of discounted/sale items and gift cards are final. Returns or exchanges are not accepted for these items. We appreciate your understanding.

Cancellation of Orders

Once an order is placed, we are unable to make alterations, exchanges, or issue refunds while it's in the processing stage. If you wish to exchange items upon receipt, kindly refer to our exchanges and returns policy for detailed instructions.

Exchanges

Please note that we do not offer exchanges for any of the items we sell. We encourage you to review your order carefully before finalizing it to ensure that the items selected are exactly what you desire.

European Union 14 Day Cooling Off Period

If your merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason, without providing a justification. The same return conditions apply as mentioned earlier.

Refunds

We will promptly notify you once we have received and examined your return. You will be informed if the refund has been approved or not. If your return is approved, your original payment method will be automatically refunded within 10 business days. Please keep in mind that it may take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please do not hesitate to contact us at sales@ayla.com.au.

We appreciate your understanding of our return and refund policy and remain at your disposal for any further inquiries or assistance.