Returns

Arlow Returns Policy

We want you to love your new wardrobe pieces as much as we do. If something isn’t quite right, we are happy to offer a refund or credit note within 21 days in accordance with our return policy.

 Please read prior to purchasing with us.

By placing your order through our online store you are agreeing to the terms and conditions of our return policy. (see returns policy below)

How To Return

Submit a self-serve return request:

CLICK HERE TO ACCESS CUSTOMER ACCOUNTS TO SUBMIT A RETURN

1. Click the profile icon (customer accounts login) in the store's navigation, or go to the returns policy or the returns page, and then request a return.
   a. Log in to your account:
   b. In the Email field, enter your email address, and then click Continue.
   c. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
   d. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Request return.

1. Package your return item, send the item/s via Australia Post to
   ARLOW BOUTIQUE
   Po Box 1281
   Mudgeeraba QLD 4213.
2. You will be responsible for return shipping costs. You may want to purchase package tracking to make sure the item is received. 
3. After the product is returned, you receive a refund or credit note for the item. 

RETURNING AN ORDER 

Arlow gladly accepts returns within 21 day of the dispatch date. If your not completely happy with any full priced item/s purchased, we will happily issue a refund for eligible item/s purchased through credit/debit card or PayPal.

PLEASE NOTE: Orders processed using Afterpay are eligible for an online store credit only - no refunds. (This will be issued in the form of a gift card).

If the order qualified for free shipping, and the entire order is returned, the cost of shipping -  $9.95, will be deducted from your refund or credit note.

Items are to be returned in their original state - unworn and unwashed with all tags, buttons and labels attached. Any goods which have been worn, are soiled in anyway, have any odours including perfume, washing powder, make-up or marks will not be accepted for return. 

It can take up to 3-7 business days for your return to be processed once we’ve received it.  You will then be notified via email.

Arlow does not cover the cost of return postage - any parcels sent back to us under the ‘return to sender’ method will have $12 deducted from their refund/credit note. 

Credit notes cannot be refunded.

LATE RETURNS

Items accepted for late return (with pre-authorisation via email) will be eligible for a store credit only. Arlow reserves the right to reject returns beyond the 21 day return period.

ACCESSORIES

For hygiene reasons, we are unable to accept returns on hats and jewellery including earrings, necklaces, bracelets and rings.

SALE ITEMS

Sale items are priced to clear, so please choose carefully as we do not except returns on sale items, unless faulty by the manufacturer.

What can I do if I would just like to exchange an item?

We do not offer a direct exchange option, however you can simply return the item as per the above guidelines and we will happily issue you with a refund/credit note within 3-7 business days which you can use to purchase a new item.

 INCORRECT OR FAULTY ITEMS 

If you have received an incorrect item, please email supporting photos to customercare@arlowboutique.com

Please note that all items are thoroughly checked prior to shipping to customers.  Arlow reserves the right to determine whether products are faulty.

If your item is deemed faulty and Arlow has been notified of the fault within 30 days of the purchase date, we will happily replace the item or offer you refund. If your item develops a fault after 30 days we will put it down to wear and tear and will not be able to replace or refund your item.  Please note that detached or loose buttons are not considered a ‘fault’.

Please do not return the item to us without first emailing us with sufficient and clear photos of the fault.  You can send these to customercare@arlowboutique.com along with:

• Your full name
• A description of the fault
• Your order number
• Product name and size

Once this has been reviewed, we will contact you with next steps.

Faulty items are only deemed faulty by manufacture; this includes broken zips, buttons which are physically damaged, open seams and faulty stitching which is causing puckered seams.

All garments are quite delicate and may become damaged if correct care instructions are not followed. Due the nature of some fabrics, not following correct care instruction could cause colour fading ,shrinkage, and other outcomes. We advise that all garments should be washed in cold water and NOT placed in clothes dyer.   

Any items that are returned with makeup marks, fake tan stains, marks of any kind, or damaged as a result of failing to correctly follow care instructions may be ineligible under our return policy.

If a faulty item is returned to us without our prior approval, it may be deemed to be ineligible and a credit note instead will be issued to you.

AUSTRALIAN CONSUMER LAW 

In line with Australian Consumer Law, a refund may be offered if we cannot repair or replace the exact same item purchased,

What happens if I made my purchase using Afterpay or another payment plan program?

The standard returns procedure should be followed - Arlow will issue you with a store credit and your Afterpay payments will continue until completed as per the original purchase.