returns, refunds and exchanges

our products come with guarantees that cannot be excluded under Australian Consumer Law. you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. you are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

in plain terms, if a product you receive:

• is faulty, damaged or leaking
• is not what was described, or not what you ordered
• does not do what a product of its kind should do

then you can choose a refund, a replacement or a repair, and:

• there is no time limit for making a claim beyond what is reasonable for the product
• you do not need the original packaging, though it helps
• we pay for return postage, or we will not ask you to send the item back at all
• there is no restocking fee, and your original shipping cost is refunded too
• this applies to sale items and pre-orders exactly as it does to everything else
• your claim is with alia, not with a manufacturer or a courier

write to info@aliafragrance.com with your order number and a short description of the problem. photographs help but are not required. we reply within [e.g. 2 business days] and tell you what happens next. if an item needs to come back to us we send a prepaid label.

refunds go to your original payment method within [e.g. 5 business days] of our agreeing the refund.

the law does not require a refund if you simply change your mind. our own policy is:

• lodge your return request through the alia online returns portal within seven calendar days of delivery.
• the complete ritual gift set must be unopened, unused and fully sealed.
• submitting a request through the portal does not by itself guarantee a refund.
• once approved, the portal gives you an authorised tracked return label and return instructions. the cost of that label is shown to you before you proceed, and is deducted from your refund.
• original delivery charges are not refunded for a change of mind.
• when the gift set reaches us, we inspect it to confirm the original seal is intact and the set is unopened, unused and in its original condition. the refund is released only once it passes that inspection.
• approved refunds go to your original payment method within five business days of inspection.
• complimentary samples cannot be returned or exchanged.
• pre-orders may be cancelled for a full refund at any time before dispatch.

none of this applies to a product that is faulty, damaged, leaking, misdescribed or incorrectly supplied. those are handled under Australian Consumer Law as set out in clause 01, and where alia is responsible no return-label cost is deducted.

scent is personal, and a fragrance that reads one way in words can feel different on your skin. the scent finder on our homepage is there to help before you order. if you are unsure between the two, write to us and we will help you choose.

do not post anything before you have written to us. once we have agreed a return, we will give you a prepaid label or the returns address, which is [returns address].