As always, if you have any questions before lodging your returns & exchanges, please contact support@wearnala.com.
Once a returned item is received at our warehouse, we will assess the condition of the item. If it meets the exchange requirements, we will approve the exchange and deliver the new Nala product to you. If there is a price discrepancy, you will be notified via email with a payment link. Exchanges will only be sent out after payment has been received.
Once a returned item is received at our warehouse, we will assess the condition of the item and send you an email to confirm whether it meets the return & refund requirements.
The refund will be the price paid at the time of purchase as shown on the Order confirmation email. Please note that the original delivery costs will be excluded unless the item(s) are returned in accordance with the Australian Consumer Law (e.g. they are faulty).
Refunds will usually be processed within 5 business days after you receive email refund confirmation. Time may vary for refunds issued by other payment options like PayPal, AfterPay or ZipPay.
Payment gateway refund information
If you have purchased the item using one of the following deferred payment options such as AfterPay or ZipPay, then any refund approved by us will be payable by that payment provider. If you have made any payment(s) for the item, AfterPay or ZipPay will refund the relevant amount to your nominated payment source and update your payment schedule/account accordingly. For more information, please refer to AfterPay’s Terms and Conditions https://afterpay.com.au/terms/ and ZipPay’s FAQs https://zippay.com.au/.
Some Basic Ts and Cs
While we offer some pretty great shipping rates (hello free shipping on all AU orders) unfortunately we do not cover the cost of shipping for the return of your product.
Items must be returned within 30 days of delivery, with swing tag attached and in an unworn condition.
Nala will cover the delivery cost of your exchange items being sent to you, anywhere in the world.
If your new underwear is damaged or faulty on arrival at your doorstep, send hotline@wearnala.com an email and we will sort you out.
Some Important Ts and Cs
Please ensure the item is:
Unfortunately, your item cannot be returned if it is a "Sale" item. (Any
‘Sale' items will be clearly marked on the product page)
Return delivery costs are payable by the customer.
Your item/s cannot be returned or exchanged if it is purchased in our Mystery packs.
Returns under the Australian Consumer Law
If the product is damaged, faulty or does not match the description given, you
are protected by the Australian Consumer Law. For more information about your
rights as a consumer, see the Australian Consumer Law website at
http://www.consumerlaw.gov.au. Returns
on 'Final Sale' items are valid if they fall under this category.
Delivery costs are the responsibility of the customer. We recommend that you
use a postal service that can be tracked to return the item(s) to us. We are
not responsible for any lost items if you fail to use an appropriate tracking
service.
For item(s) which are returned in accordance with your statutory rights,
delivery costs are our responsibility. We may also cover the costs of
re-delivering any replacement item where appropriate.