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 credit within 21 days in accordance with our return policy.
How To Return
1. Get in touch with us here to organise your return. Returns will not be accepted without prior confirmation.
2. Click here to download our returns form.
All items can be returned within 21 days of receipt for a store credit provided the items are returned in their original state - unworn and unwashed with all tags, buttons and labels attached, the receipt enclosed and a copy of our returns form included.
It can take up to 7 business days for your return to be processed once we’ve received it. You will then be notified via email.
The sender will be responsible for the cost of returning the goods.Your store credit is valid for 12 months from the date of issue and can be used on our entire product range.
Full priced items can be returned for a store credit - please note, we do not refund for change of mind.
Once we have received your item(s) we will send you a store credit in the form of a gift card, emailed to you directly from our website. We process returns with 7 business days of receiving them.
The store credit is valid for 12 months and will cover the total purchase price of the returned item(s) excluding shipping costs.
There are no returns or exchanges on sale items unless the item is deemed faulty..
For hygiene reasons, we are unable to accept returns on hats and jewellery including earrings, necklaces, bracelets and rings.
Arlow reserves the right to reject returns beyond the 21 day return period or items which are not in the same condition in which they were sold.
Any items received by Arlow that are not in keeping with the above will be returned to you.
Sale items are priced to clear, so please choose carefully as we do not except returns on sale items. If a sale item is returned to us with other full priced items, you will be charged an ineligibility fee of $7AUD which will be deducted from your credit note.
What can I do if I would just like to exchange an item?
At this stage, 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 store credit within 7 business days which you can use to purchase a new item with.
All items must be returned in their original condition - unworn and unwashed with all tags and labels attached and the receipt enclosed. In the instance that an item is not received in original condition, the item will be returned to sender.
Arlow does not cover the cost of return postage - any parcels also sent back to us under the ‘return to sender’ method will have $12 deducted from their credit note.
Credit notes cannot be refunded.
If you have received an incorrect or faulty item, please email supporting photos to email@example.com being sure to take sufficient and clear photos of the fault itself. Arlow does not provide refunds for ‘change of mind’ or any faults made to the item by the customer. This includes failure to follow care instructions and alterations of any kind.
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 another item of your choice in the event that your item is out of stock. 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 firstname.lastname@example.org 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.
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.