Your total satisfaction is our priority! To this end, we’ve made our returns process as painless as possible.
HOW DO I RETURN AN ITEM?Include the following returns details and send your parcel back to us:
- Full Name
- Order/Invoice Number
- Email Address
- Mobile Number
- Reason for Return, ie: Don’t like the style, don’t like the quality, wrong size, it’s not the item I ordered, Faulty (please include all relevant info)
Once your return has been received, processed and approved, your Store Credit will be issued.
WHERE DO I RETURN MY ITEM TO?
If you need to return an item back to us, please send it to the address listed below:
- 7 Pinot Terrace, The Vines, WA, 6069.
WHAT CAN BE RETURNED?
All items (excluding items marked as Clearance items or during special promotion sales) can be returned within 14 days for a Store Credit.
In order to receive a Store Credit, please ensure that your return item meets the following conditions:
- must be returned within 14 days of your purchase
- must be in a new and unworn condition, with all original tags in place
- must not be a Clearance item
- must not have any damage, dirty marks, make-up or fake tan marks
- must not smell of perfume, deodorant, body odour, cosmetics or washing powder
- must not be Swimwear, Bodysuits, Jewellery (Earrings / Necklaces), Undergarments - due to hygiene reasons
We will inspect all return items upon receipt and reserve the right to deny any returns which fail to comply with the above conditions.
The cost of return shipping is at the customer's expense, and Nala will not refund or add credit for the cost of return postage. However, if you have received a faulty garment or an incorrect order, we will cover the cost of your return postage.
We will not process returns until your item is physically received and assessed by a Nala representative. We recommend keeping a copy of your tracking number as we are not responsible for parcels lost in transit to us.
Please note that while very effort is made to accurately display the colour of our garments, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.
RETURN & EXCHANGE POLICY
In compliance with Australian Consumer Law, Nala Collection is not required to provide a refund if you make a wrong selection, need a different size or change your mind. This includes payments made with AfterPay.
If there is a major fault with the style you've purchased, we will offer to repair or replace it where available. If we cannot repair or replace the style, we will offer a Store Credit or refund. All claims for faulty styles are assessed on an individual basis, and the outcome of a refund is at Nala Collection’s discretion. If a refund is deemed necessary, it will be processed back to the original payment method used to place the order.
Store Credit has no expiry date. You will be provided with an Store Credit less the cost of any postage you paid when placing your order (if postage was applicable).
Any items marked as SALE/CLEARANCE (eg. during special promotion sales where this is specifically noted, or on the product description of a particular garment) are final and cannot be returned to us (subject to your rights under Australian Consumer Law). Any Sale/Clearance items which are returned to us will be returned to sender.
WHAT CANNOT BE RETURNED?
- Items that are marked as "Sale/Clearance" on the product page description or during special sale promotions where this has been specified
- Swimwear, Bodysuits, Jewellery (Earrings / Necklaces), Undergarments - due to hygiene reasons
- All items which fail to comply with any of our conditions under 'What can be Returned?"
PROCESSING OF RETURNS
We aim to process all returns during the same day we receive your parcel. However, during peak times (sale periods, public holidays, Christmas/New Year), please allow 2-5 business days for this to be finalised. Upon completion, an email will be sent to you containing your Store Credit, ready for use.
If you believe your garment has a fault, please email our customer service team at firstname.lastname@example.org and our customer service representative will be in touch!
RETURNS USING AFTERPAY
Returns remain subject to Nala Collection’s returns policy.
Your agreement with AfterPay will still stand and you will continue to pay any scheduled repayments. For more information on terms and conditions, visit Afterpay's website.
Occasionally our products are loading and the price can take a few minutes to load. If a price is displayed as $0 value, this is simply due to a delay in the price loading. We will not honour any products at $0.
Thank you for your understanding and continued support!