Return & Refund policy
We offer a 30-day return policy, meaning you have 30 days from the date you receive your order to request a return.
To qualify for a return, your item must be in the same condition as when you received it: unworn or unused, with all original tags attached, and in its original packaging. You must also provide a receipt or other proof of purchase.
To request a return, please contact us at alloramelbourne@gmail.com.
If your return request is approved, we will provide you with a return shipping label and instructions explaining where and how to send your parcel. Items returned without an approved return request beforehand will not be accepted.
If you have any questions about our returns process, you can contact us at alloramelbourne@gmail.com.
Damaged, Defective or Incorrect Items
Please check your order as soon as it arrives. If your item is defective, damaged, or you have received the wrong product, contact us promptly so we can assess the situation and work towards an appropriate solution.
Nothing in this policy is intended to limit your rights under the Australian Consumer Law.
Exceptions and Non-Returnable Items
Some items are not eligible for return, including perishable products (such as food, flowers or plants), customised or personalised products, and personal care items (such as beauty products). We also cannot accept returns of hazardous materials, flammable liquids or gases.
If you are unsure whether your item qualifies for a return, please contact us before sending it back.
Sale items and gift cards are generally not eligible for change-of-mind returns. However, this exclusion does not affect any rights or remedies you may have under the Australian Consumer Law.
Exchanges
The easiest way to get the item you want is to return your original item, subject to our return conditions. Once your return has been approved, you can place a separate order for the replacement item.
European Union 14-Day Cooling-Off Period
If your order falls under applicable European Union consumer protection rules, you may have the right to cancel or return your purchase within 14 days without providing a reason.
For change-of-mind returns under this provision, the item must be in the same condition as when you received it, unworn or unused, with its original tags and packaging. You must also provide a receipt or other proof of purchase.
This provision does not limit any additional rights you may have under applicable consumer protection laws.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process and display the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at alloramelbourne@gmail.com.
Contact Information
Store Name: Alora Melbourne
Company Name: ANW Dienstverlening
Company Address: Groeze 25, 6581 TM Malden, Netherlands
Warehouse Address: National Drive, Dandenong South VIC 3175, Melbourne, Australia
Company Number: 99357704
Email: alloramelbourne@gmail.com
Business Hours:
- Monday to Friday: 09:00–17:00 (GMT)
- Weekends: 11:00–16:00 (GMT)
We aim to respond to all customer enquiries within 24 hours.