Refund policy
We want you to be completely satisfied with your purchase, and if something isn't quite right, we're here to assist. Our returns policy ensures that all returns meet our return criteria and complies with Australian Consumer Law (ACCC) requirements. Please review the guidelines below carefully to ensure your return is eligible.
To initiate a return, please visit our returns portal here
If you change your mind for any reason within 14 days of receiving your online order, we offer store credit valid for three years subject to the following conditions:
Refunds
Refunds apply to faulty items only and will be returned to the original payment method.
Garment Returns Conditions
The item must be returned within 14 days of receiving your order in original condition and packaging: unworn, unwashed and unused, with original tags/ribbon attached/secured. If the returned item does not meet these conditions, your item will be returned to you at an additional charge. All items will be reviewed individually upon return. If we receive a item in an unsuitable condition, we reserve the right to decline the return and in case of non-compliance with this Return policy, you risk being suspended as per our Fair Use Policy.
To ensure a smooth process, please avoid sending back items that do not meet above criteria. We want to be able to process your returns for you without any issues.
Return Shipping
Return shipping is at the expense of the customer.
Final Sale Item Returns
Sale items are strictly final and not eligible for return unless faulty.
Sample Sale Returns
Sample items are final and not eligible for return. All faults will be disclosed and the customer is hereby accepting the disclosed fault by purchasing the item.
Handling Fee (Australian Orders Only)
Please note that our returns portal may display an indicative handling fee at the time your return is lodged. This amount is used to estimate return shipping costs and may be adjusted once your return has been received and processed.
The final handling fee charged will reflect the actual return shipping cost incurred.
Exchanges
To streamline your experience, we offer instant exchanges on Australian orders. When submitted in our portal, a return label is provided, once your return tracking is in transit, your new size will be dispatched. Average turn around time is 2-3 business days from lodging your return to receiving your new exchange.
Alternatively, you may choose a standard exchange. Please note that in this instance, your requested size or style is not reserved and may sell out before your return is received and processed.
European and EEA Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the EU/EEA region, you have the right to cancel or return your order within 14 days, for any reason and without a justification. To be eligible for a refund back to your original payment method, your item must be in the same condition that you received it, unworn or unused, with tags/ribbon secured, and in its original packaging. You’ll also need the receipt or proof of purchase. Please complete the EU/EEA Withdrawal Form online. Returns must also be lodged via our Returns Portal.
Processing Time For Returns
You will receive an email notification from your courier when our team has received your return. After receiving this notification, please allow up to 2-5 business days for your return to be finalised. You will receive an email notifying you of your return outcome, if approved, you will be provided with your gift card which is valid for three years. If your item is eligible for a refund, the funds will be returned to the original form of payment. All funds should appear in your bank account within 5-10 business days of being processed.
ALAÍA MUSE reserves the right to reject the returns that are sent after the allowed return window of 14 days and/or otherwise outside of the Return policy. In case of a declined return, we may send the items back to your main delivery address at your expense to cover the delivery costs.
Changes to the Returns Policy
Alaía Muse reserves the right to modify this returns policy at any time. Any changes will be effective immediately upon posting on our website.
By making a purchase from Alaía Muse, you acknowledge that you have read and agreed to our 14-day returns policy.
Please note strict adherence is applied to this policy, to ensure fairness and consistency for all our customers.