Returns & Exchanges

Frequently Asked Questions

What is your in-store return policy?

RECEIPTS ARE REQUIRED FOR RETURNS

We understand that sometimes purchases are not suitable and may need to be returned. All customers must be provided with an original tax invoice that lists every purchased item. Please check that all details are correct before leaving the store, and keep your receipt in a safe place to ensure your return is eligible under the Ally Refund and Exchange Policy.

REFUND AND EXCHANGE POLICY

We will provide an exchange, credit, or refund when the following conditions are met:

• The return meets your statutory rights under the ACCC (for example, faulty items).
• For change of mind, we will refund or exchange within 30 days of purchase.
• Sale items may be returned for exchange or credit only.
• Your return is accompanied with proof of purchase (original register receipt is required). We are unable to locate any lost receipts unless the product is faulty.
• Refunds will only be processed to the original payment method.
• Items must be in original condition: unworn, unwashed, unused, not altered or soiled, with all labels and tags attached.
• Customer details must be provided for all refunds. If details are not provided, exchange only will be offered with proof of purchase.
• Items previously exchanged are only eligible for further return if they meet statutory rights under the ACCC.
• If an item was purchased as part of a promotion or offer, the refund amount will be adjusted based on the item kept.
• No returns or exchanges on earrings, make-up, hair accessories, bodysuits, swimwear or underwear (unless they breach statutory rights).
• Gift cards are non-refundable and cannot be purchased using Afterpay or Zippay.

FAULTY GOODS

If an item is faulty, wrongly described or different to what was shown, you are entitled to a refund or exchange under ACCC consumer law.

AFTERPAY & ZIPPAY

In-store Afterpay and Zippay purchases may be returned for a refund, provided the standard policy conditions are met.

ONLINE RETURNS

Stores cannot process returns or exchanges for online orders. All online purchases must be returned to our Online Distribution Centre.

PRIVACY STATEMENT

Ally Fashion PTY LTD values your privacy and as such we are committed to supporting the “National Privacy Principles for Fair Handling of Personal Information.”

How long do I have to return an item?

Eligible change-of-mind returns are accepted within 30 days of the original purchase date. Items must be unworn, unwashed, in original condition and have all tags attached.

Can I return an item without a receipt?

An original tax invoice is provided for all purchases. Please retain this receipt for your records.

Proof of purchase must be supplied for all returns, exchanges, and faulty item claims under Australian Consumer Law. Bank or credit card statements are accepted as valid proof of purchase.

Can I return a sale or clearance item?

Please note that refunds are not available on sale or promotional items unless the item is faulty, accompanied by proof of purchase. For in-store returns of sale items, we are happy to offer an exchange or credit voucher.

What items are excluded from change-of-mind returns?

For hygiene and other reasons, change-of-mind returns are not accepted for earrings, make-up, hair accessories, bodysuits, swimwear or underwear.

Your Australian Consumer Law rights remain unaffected.

Can I return an item purchased at an outlet?

Sale items purchased at participating outlet stores are final sale and cannot be returned for change of mind.

Your Australian Consumer Law rights remain unaffected.

Can I return an Afterpay or Zip Pay purchase?

Eligible in-store Afterpay and Zip Pay purchases may be returned for a refund through the original payment method, subject to our returns policy.

Can I return an online order in-store?

No. Online change-of-mind returns and exchanges must be processed through our online returns process and sent to our online distribution centre.

What if my item is faulty or not as described?

If your item is faulty, incorrectly described or does not meet Australian Consumer Law consumer guarantees, you are entitled to a refund or exchange under ACCC consumer law.

Please visit one of our stores with your item and proof of purchase for assistance.

Can I return a gift card or credit voucher?

Ally Fashion gift cards and credit vouchers are non-refundable, non-transferable and cannot be redeemed for cash.

What is your online return policy?

We’re sorry things didn’t work out for you, here’s the good news: You get 30 days to return your items starting from the day of shipment.

Here’s the fine print:

• All tags must still be attached on the product, including the care instructions/size tag and barcode tag.
• Items must be unworn and unwashed (except to try on size).
• NO returns or exchanges on bodysuits / leotards, beauty products, pierced jewellery, headphones, underwear, stockings, swimwear, facemasks, hair accessories, hats, pillows, nail accessories, blind boxes & drinkware unless it meets the Statutory Rights outlined by the ACCC.
• NO refunds on sale items discounted at 40% off or over – Sale product purchased in-store may be returned for a credit voucher or exchange only.
• All menswear, bags, shoes & kids wear that were originally purchased online can only be returned to our online warehouse - They cannot be returned in store.

How long do I have to return an item?

Eligible change-of-mind returns are accepted within 30 days from the shipment date. Items must be unworn, unwashed, in original condition and have all tags attached.

How do I return an online order?

Start your return through our online returns portal above using your order number and email address or postcode.

Once your return is submitted, follow the instructions provided and post your parcel within 14 days of submitting your return.

Can I return an online order in-store?

No. Online change-of-mind returns and exchanges must be processed through our online returns process and sent to our online distribution centre.

Can I return a sale or clearance item?

For change-of-mind returns, items discounted by 40% or more are eligible for online credit, subject to the applicable exclusions. Exchanges may be available through our online returns portal.

What items are excluded from change-of-mind returns?

For hygiene and other reasons, change-of-mind returns are not accepted for earrings, make-up, hair accessories, bodysuits, swimwear or underwear.

Your Australian Consumer Law rights remain unaffected.

How much does return shipping cost?

A return label fee is deducted from eligible change-of-mind refunds or credits:

• Australia: $9.99
• New Zealand: $14.00 NZD

Original delivery charges are non-refundable for change-of-mind returns.

For other international returns, contact allyinfo@allyfashion.com.

When will I receive my refund or exchange?

Once your return is received, our team will be in touch within 2 business days.

Refunds are processed to the original payment method and may take an additional 5–7 business days to appear, depending on your financial institution.

Eligible sale-item returns discounted by 40% or more will receive online credit, generally issued within 3–5 business days.

If you have not received your refund or credit within 14 days, please contact allyinfo@allyfashion.com.

Can I exchange an online item?

Eligible online purchases can be exchanged through our returns portal, subject to stock availability and the applicable returns conditions.

Exchanges are processed according to the original purchase price and shipped using standard delivery.

What if my item is faulty or not as described?

If your item is faulty, incorrectly described or does not meet Australian Consumer Law consumer guarantees, you may be entitled to a repair, replacement or refund, depending on the circumstances.

Please contact allyinfo@allyfashion.com for assistance before returning your item.

Can I return a gift card or credit voucher?

Ally Fashion gift cards and online credit vouchers are non-refundable, non-transferable and cannot be redeemed for cash.

International returns?

For all other international order return enquiries, please email our customer care team at allyinfo@allyfashion.com to assist you further.