Need to exchange your new Nala for some other new Nala? No probs! Here’s what to do:
  1. Send us an email at
  2. Include some important information: Your order number, what you want to exchange, reason for your exchange, what you want to exchange it for (item, size, colour)
  3. Once you get confirmation from our team, you can send your piece back to us
  4. When we receive it, we’ll send you your new Nala


Want a refund on your order? We’ve got you covered. Here’s what to do:
  • Send us an email at
  • Include some important information: your order number, what you want to return, reason for your return
  • We’ll give you a form to complete and add to your return, which you’ll need to send back to us
  • Once we receive your return, and it meets our ts and cs, we’ll refund you

  • 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 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 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.

  • Exchanges

  • 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, our team will reach out to you to resolve this.

  • Refunds

  • 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 with next steps.

  • 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 and ZipPay’s FAQs

    Further information

  • For further information about returns, please contact our Customer Service Team at (

    Terms and Conditions

  • This Returns Policy forms a part of the Nala Terms and Conditions.


  • Nala is committed to protecting your privacy. We will handle any personal information collected from you for the purposes of managing a refund, exchange or repair in accordance with the Nala Privacy Policy.