Returns Policy – Alana’s Essentials

Website: alanasessentials.com

At Alana’s Essentials, we want you to feel confident when shopping with us. Each piece in our collection is thoughtfully selected, and while we work closely with trusted fulfilment partners, we understand that occasionally a return may be necessary.
This policy explains how returns work and what conditions apply.

1. Eligibility for Returns

Returns can only be requested after your order has been delivered.

To ensure fairness and consistency, the following conditions apply:

  • Return postage costs are the responsibility of the customer

  • International returns must also cover any customs, duties, or handling fees

  • Items must be returned in original condition:

    • Unworn (trying on is fine)

    • Unwashed

    • Free from marks, odours, or damage

    • With all original tags attached

Items showing signs of wear, washing, perfume, stains, or missing tags may be declined.

Ordering multiple sizes to find the best fit is allowed. However, excessive or repeated return behaviour may be restricted where legally permitted.

Nothing in this policy limits your rights under Australian Consumer Law or other applicable consumer protection legislation.

2. How to Request a Return

Step 1: Contact us
Email info@alanasessentials.com within 30 days of receiving your order.
Please include:

  • Your full name

  • Order number

  • The item(s) you wish to return

  • A brief reason for the return

Step 2: Receive return instructions
Once your request has been reviewed, you will receive:

  • The return address

  • Packaging guidance

  • Any additional instructions required

Step 3: Send your return

  • All return shipping costs are paid by the customer

  • Any customs or import charges remain the customer’s responsibility

  • We strongly recommend using tracked postage and keeping proof of shipment

Step 4: Return assessment
Once the parcel arrives, the item will be inspected.
You will receive an email confirming whether the return has been approved.

3. Refunds

If your return is approved:

  • The cost of the returned item will be refunded to your original payment method

  • Original shipping fees are non-refundable unless required by law

  • Refunds are usually processed within 14 days of receiving and inspecting the return

Please note that your bank or payment provider may take additional time to display the refund.

4. Faulty or Incorrect Items

If you receive:

  • A damaged item

  • A faulty product

  • An incorrect item

Please contact us within 48 hours of delivery at info@alanasessentials.com and include:

  • Your order number

  • A brief explanation

  • Clear photos of the item and packaging

Once reviewed, we will offer an appropriate solution in line with consumer law, which may include:

  • A replacement

  • A refund

  • A store credit

5. Delivery Responsibility & Address Accuracy

To ensure clarity:

  • Once an order is marked as delivered to the address provided at checkout, we cannot accept responsibility for lost or stolen parcels

  • Customers are responsible for ensuring their shipping details are accurate

  • Address changes must be requested within 24 hours of placing an order by emailing info@alanasessentials.com

  • We will do our best to assist, but changes cannot always be guaranteed once processing has begun

6. Items Not Eligible for Return

For hygiene and safety reasons, certain items cannot be returned, including:

  • Intimates or underwear

  • Earrings or similar personal accessories

  • Items clearly marked as “Final Sale” on the product page

All applicable consumer rights under law remain fully protected.

7. Contact & Support

If you have questions about returns or need assistance, please contact us:

Alana’s Essentials
Email: info@alanasessentials.com
Customer Support Hours: Monday to Friday, 9:00am – 5:00pm (AEST)

We aim to respond within 1–2 business days.

8. Legal Statement

This Returns Policy is designed to be fair, transparent, and compliant with applicable consumer protection laws.
Where there is any inconsistency between this policy and your legal rights, the law will always take precedence.