RETURNS & EXCHANGES
INITIATING A RETURN OR EXCHANGE
You are eligible to return or exchange full-priced items within 7 days of receiving your order.
To lodge a return or exchange, please visit our Returns Portal and follow the prompts. Your return must be lodged and physically shipped within 7 days of delivery. Returns submitted or shipped outside this timeframe cannot be accepted.
YOUR RETURN OPTIONS
When returning eligible items, you can choose from:
Exchange
Swap your item for a different size or style, subject to stock availability. Exchanges are free of charge.
Instant Exchange
We'll dispatch your new item within 1–2 business days of lodging your exchange. A temporary hold for the full order value will be placed on your card. If we don't receive your return within 7days, your card will be charged in full.
110% Store Credit
Receive 110% of your purchase price as store credit, valid for 3 years from date of issue.
Refund
Receive a refund to your original payment method. A processing fee will be deducted from your refund amount:
- Australian & Rest of World customers: $20 AUD
- US customers: $60 AUD
A prepaid return shipping label will be provided via our Returns Portal for Australian and US customers. The fees above cover the processing costs, and will be automatically deducted from your final refund amount.
Rest of World customers are to arrange return shipping with your own carrier, please contact our Customer Care team at hello@arcinaori.com.au before returning your item.
WHAT'S ELIGIBLE FOR RETURN
Full-Priced Items
All return options available: exchange, instant exchange, 110% store credit, or refund.
To be eligible, items must be returned within 7 days of delivery and must be:
- Unworn, unwashed, and unused
- In their original condition with all swing tags attached
- Free from deodorant, perfume, makeup, body oils, hair, stains, or odours
- Returned in original packaging
- Fully intact with no missing hardware, pulls, holes, or alterations
Returns that do not meet these conditions will be refused and returned to the sender at the customer's cost. Please refer to our Return Conditions section below for full details.
Final Sale Items
All items marked "Final Sale" are strictly non-returnable and cannot be exchanged, refunded, or credited unless deemed faulty under Australian Consumer Law.
Warehouse Sale Items
Sold "as-is" with faults disclosed in the product description. These items are final sale and not eligible for return, exchange, or refund.
RETURN CONDITIONS
All returned items must be:
- Unworn, unwashed, and unused
- In their original condition with all swing tags attached
- Free from deodorant, perfume, makeup, body oils, hair, stains, or odours
- Returned in original packaging
- Fully intact with no missing hardware, pulls, holes, or alterations
Returns are inspected upon arrival. Items that do not meet these conditions will be refused and returned to the sender at the customer's cost. Arcina Ori reserves the right to determine whether returned items meet eligibility requirements.
RETURN SHIPPING
Australia:
A free prepaid return shipping label will be provided via our Returns Portal for all returns and exchanges.
- For exchanges, instant exchanges, and 110% store credit: No fees apply
- For refunds: A $20 AUD processing fee will be deducted from your refund amount
United States:
A free prepaid return shipping label will be provided via our Returns Portal for all returns and exchanges.
- For exchanges, instant exchanges, and 110% store credit: No fees apply
- For refunds: A $60 AUD processing fee will be deducted from your refund amount
Rest of World:
You must arrange return shipping at your own cost using a tracked courier service. We recommend using a traceable method, as lost parcels are your responsibility.
Please contact our Customer Care team at hello@arcinaori.com.au before returning your item to receive return instructions.
- For exchanges, instant exchanges, and 110% store credit: No processing fees apply (you only pay return shipping)
- For refunds: A $20 AUD processing fee will be deducted from your refund amount, in addition to the return shipping costs you pay
Faulty Items
If your item is deemed faulty, a return shipping label will be provided at no charge by our Customer Care team. We provide a shipping label for the customer to return their item.
EXCHANGES
Exchanges are subject to stock availability at the time of processing. If your desired item is unavailable, you may choose to return for a 110% store credit instead.
Standard exchanges will be dispatched once we receive and approve your return. You pay only for return shipping (see Return Shipping section above).
Instant exchanges are available worldwide. Your new item will be dispatched within 1–2 business days of lodging your exchange. A temporary hold for the full order value will be placed on your card. If your original item is not received within 7 days of lodging your instant exchange, your card will be automatically charged in full.
REFUNDS
Refunds will be processed to your original payment method within 5–10 business days of receiving and approving your return.
Refund Processing Fees:
- Australian & Rest of World customers: $20 AUD processing fee
- US customers: $60 AUD processing fee
This processing fee is separate from and in addition to any return shipping costs
Please note:
- Original shipping costs are non-refundable
- Duties, taxes, and customs fees are non-refundable on change-of-mind returns
- Orders paid partially or fully with a gift card will be refunded as store credit
International customers may contact their local customs office to request a refund of duties and taxes paid.
STORE CREDITS & GIFT CARDS
Store credits and gift cards are valid for 3 years from the date of issue and can be used on any full-priced or sale items on our website.
FAULTY ITEMS
If you believe your item is faulty, you may be entitled to a repair, exchange, or refund under Australian Consumer Law.
Please contact our Customer Care team at hello@arcinaori.com.au with your order number and supporting images. Our team will review your case and advise on next steps.
Please note:
Faults do not include normal wear and tear, damage caused by accidents, misuse, jewellery, accessories, or damage resulting from failure to follow care instructions. We recommend strictly following all garment care labels. Arcina Ori is not responsible for damage caused by third-party dry cleaners.
AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Your rights under Australian Consumer Law are not affected by our returns policy, sale conditions, or warehouse sale terms.