Returns & Exchanges
RETURNS POLICY
As part of Ara Āto's ongoing commitment to reducing our carbon footprint and moving towards greater sustainability, our return instructions are entirely paper free. This benefits our customers, our community and our planet. Booking your return online is easy and our service gives you the flexibility to return your online order at a local courier drop-off point or post office near you.
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We have a 14 day return policy (i.e. items must be returned to us within 14 days of the delivery date).
TO PREPARE YOUR RETURN
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If you would like to return an item, simply send a return request to SUPPORT@SHOP-ARAATO.COM for return authorization within the 14 days of delivery.
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You'll need to provide your order reference number, the original email address used at the time of purchase and state the item/s you intend to return and reason/s.
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To be eligible for a return, your item must be unused and in the same condition that you received it (i.e. items must be unworn, unwashed with the original tags attached; items must be free of stains, makeup, deodorant, or wear).
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Once your request has been accepted, you will be sent a pre-paid return label (further instructions and assistance for your order may be provided*) and all returns must be posted back to us within 5 days of the request approval (to best ensure it arrives back in time).
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*Unfortunately, there are several regions, countries and/or circumstances where we are unable to provide a pre-paid return label. In such incidences, customers will have to pay for any shipping cost/s incurred to return. Customers from these regions who send a return request will be informed, instructed and fully assisted on how to return but we will not reimburse any shipping cost sent to return.
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Items returned without pre-authorization and/or after the 14 days will be discarded or sent back upon receipt.
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NON-REFUNDABLE ITEMS
For hygienic reasons, all bodysuits, hosiery, lingerie/undergarments, etc are final sale and cannot be returned or exchanged.
EXCHANGES
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We do not offer exchanges at this time. If you would like to exchange an item for a different size, color, etc, please return it and place a new order.
Please note however, due to high demand, that we cannot guarantee that the piece you want will still be available or at the same price.
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DEFECTIVE AND/OR INCORRECT ITEMS
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Defective or wrong items must be claimed, with clear images of the defects/issue, within 4 days of receipt to SUPPORT@SHOP-ARAATO.COM and must be in its original condition, unworn and unwashed.
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Damaged, defective or incorrect items MUST be reported within a timely fashion. Delays in making us aware of any such issues within a reasonable time-frame may unfortunately lead to return rejection at our discretion due to the below:
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RESERVED RIGHTS REGARDING RETURNS
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Ara Āto, offering many made to order items, reserves the right to solely define and limit, refuse, and/or reject returns from customers or apply a restocking fee at any time due to:
- An irregular or excessive returns history and/or suspicious activity/delay in returns request indicative of “wardrobing"
- Returned items that are worn, altered, laundered, damaged (when not originally received as such) or that arrive in an extremely bad shape due to poor return packaging
- Returned without approval/authorization
- Potential fraudulent or criminal activity
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REFUNDS
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Once your return is received it will be inspected and on the approval of a return (i.e. if it arrives in its original condition and is not worn, soiled, etc) we will send you an email notifying you that your refund has been processed. Your refund will be processed back to your original method of payment. Please allow anywhere from 1-7 working days for the money to complete processing and to be visible back into your account. If your return is inspected and rejected due to it being ineligible - a non refundable item, soiled, damaged when not originally sent out as such, worn, etc - we will send you an email to notify you that we have received your returned item and the rejection of your refund with reason/s. In such cases, we will instead issue you store credit or the returned item may be sent back to you.