RETURN POLICY
Thank you for shopping with us! Firstly, Chilali strives to ensure that you are completely satisfied with your purchase and customer experience :)
In accordance with the Australian Consumer Law (ACL) and guidelines set by the Australian Competition and Consumer Commission (ACCC), we are happy to offer the following return policy:
Change of Mind Returns
If you change your mind about your purchase, we offer a 14 day return period from the date of receipt. We strongly advise you to try on your item(s) as soon as your receive them. To be eligible for a return under this policy, items must be:
- Unworn, unused, and in their original condition
- Returned with all tags attached and in the original packaging
Please note that we reserve the right to refuse a return if the item is not in its original condition or if it has been used.
Faulty, Damaged, or Incorrect Items
If you receive an item that is faulty, damaged, or incorrect, please contact us within 7 days of receiving your order. We will assess the situation and, if approved, provide you with instructions for returning the item, we can then discuss a replacement, repair, or refund.
Please note that we reserve the right to refuse a return based on the legitimacy of a claim. Chilali takes pride in garment and accessory construction, as well as quality control, therefore each item is checked and documented prior to being dispatched.
How to Return an Item
To initiate a return, please follow these steps:
- Contact Us: Email our customer service team at chilali@chilali.com.au or visit our Contact page linked at the bottom of this page, with your order number and the reason for the return.
- Receive Instructions: We will provide you with return instructions and, if applicable, a return shipping label.
- Pack the Item: Carefully pack the item(s) in the original packaging to prevent damage during transit.
- Ship the Item: Send the item(s) back to us using the provided instructions.
Return Shipping Costs
- For faulty, damaged, or incorrect items, we will cover the return shipping costs.
Refunds
Once we receive and inspect your return, we will notify you via email regarding the status of your refund. If approved, refunds will be processed to the original payment method within 7-10 business days.
Exclusions
Certain items are excluded from returns, including:
- Gift cards
- Sale items (unless defective)
Contact Us
If you have any questions about our Return Policy, please email our customer service team at chilali@chilali.com.au