Returns and Exchanges
Thank you for choosing to purchase from ava erawan
It is a privilege to share my creations with you. The returns policy is fair and reasonable, and I ensure it will be upheld by my Customer Care Team, in a fair and reasonable manner. My business philosophy values minimising the environmental impact of our logistic activities. So, when making a purchase, I ask you to carefully refer to our size charts to minimise the likelihood of a return.
If you require a refund, please contact the Customer Care Team within 48 hours of receiving your delivery using the contact page. In order to receive a refund, your return must satisfy criteria. Please note Erawan Pty Ltd is not responsible for any damage or loss which may be incurred during the return process. Due to sanitary and hygiene considerations, returns of swimwear and undergarments will not be accepted.
RETURNS CRITERIA
The following criteria is required to be met for our Customer Care Team to approve a refund:
- Proof of purchase to be presented.
- The Item is to be new, unused and in saleable condition.
- It must not be worn, altered or washed.
- There are to be no creases, damages or odours.
- Original tags, swing tags and labels must be attached.
- There are to be no signs of makeup, marks or stains.
- All original packaging materials, boxes and dust bags must be included.
- Swimwear and undergarments cannot be returned.
- No refunds are offered on any sale item unless it is deemed faulty.
- Contact with our Customer Care Team via the contact page must be done within 48 hours of receiving your delivery.
THE PROCESS
If you wish to request a refund and you satisfy the above returns criteria, please contact our Customer Care Team within 48 hours of receiving your delivery. This is to be done via the contact page. Please fill in your details and order number. In the “select a topic” drop box, please select “returns & refunds”. Our customer care team will make contact to assist you through the process.
The return will be sent using a “door to door” service with our logistical partners. Refunds will be forwarded once the Customer Care Team have deemed the return meets the criteria. The funds will be reimbursed to the same method of payment used for the original purchase. Returns must be received by the Customer Care Team within 21 days from the date of the original delivery.
COST OF DELIVERTY, TAXES & DUTIES
The cost of the return will be at the expense of you, the customer. This includes the cost of the delivery as well as any duties and taxes which may be deemed payable.
CANCELLATIONS
If you happen to change your mind after your purchase, we request you contact then Customer Care Team immediately via the contact form. Please select the “customer care” option on “select a topic” drop box.
The best of efforts will be made to prevent the dispatch of your delivery. Please however be aware, dispatch of orders is done in an efficient and timely manner, therefore the success in preventing the dispatch is not guaranteed. If the dispatch is averted, a refund for the items will be processed, however any fees already incurred for logistics or duties and taxes will not be refunded.
EXCHANGES
Unfortunately, Erawan Pty Ltd does not offer exchanges for online purchases. If the sizing of your garment is not suitable, please repurchase the item with the correct size, then request a return of the original purchase via the contact form within 48 hours of receiving the delivery. A refund will be forwarded after the Customer Care Team assesses if the garment satisfies the returns criteria. Please carefully select your items and refer to the size charts.
INCORRECT ITEMS
We endeavour to fulfil orders as accurately as possible, but on occasions, mistakes can happen. If this has happened to you, I apologise and ask you to contact the Customer Care Team via the contact form. Once submitted, the customer care team will make contact and guide you through the process. The expense of the delivery fees for both the return and the resending of the correct item, will be charged to Erawan Pty Ltd, and not you.
TIME CONSIDERATIONS
To initiate a return, please contact our Customer Care Team within 48 hours of receiving the delivery. Once the return is received by the Customer Care Team, they will assess if the returns criteria has been satisfied. Within 24 hours of approval being granted, a request will be sent to the merchant services provider to credit your original method of payment.