Australian Customers

We’re happy to offer Australian customers a size exchange, subject to availability, or a return for store credit.

Please email info@nalisa.shop within 7 days of delivery to request your return or exchange. Refunds are not offered for change of mind or choosing the wrong size, except where required by law.

Return Eligibility

For size exchanges and change-of-mind returns, items must:

• Be unworn, unused and unwashed.

• Be in their original condition.

• Have any original tags attached, where supplied.

• Be returned in their original packaging where possible.

We may decline a change-of-mind return if these conditions are not met.

Return Shipping

Customers are responsible for organising and paying for tracked return shipping through Australia Post. Please retain your tracking details and proof of postage.

Original shipping charges are not refundable for size or change-of-mind returns.

Size Exchanges and Store Credit

Size exchanges are subject to stock availability. If your requested size is unavailable, we can issue store credit for the amount paid for the returned item.

Once your return has been received and inspected, we will email you within 2–5 business days to confirm the outcome and arrange your exchange or store credit.

International Customers

We accept eligible international returns for store credit only. We do not offer direct size exchanges for international orders.

Please email info@nalisa.shop within 7 days of delivery to request a return.

Return Eligibility

Items must be unworn, unused, unwashed and in their original condition, with any original tags attached where supplied. Please use the original packaging where possible.

Return Shipping and Store Credit

• Customers are responsible for organising and paying for tracked return shipping to Australia.

• Please wait for our return instructions before sending your parcel.

• Once received and inspected, approved returns will be processed within 2–5 business days.

• Store credit will equal the amount paid for the returned item, excluding original shipping and import charges, except where a refund is required by law.

• You can use your store credit to place a new order for another size or item. Shipping and applicable import charges will apply to the new order.

• Stock cannot be reserved while your return is in transit.

Any refund of import charges collected by customs or a carrier is subject to their procedures.

How to Request a Return

Email info@nalisa.shop with:

• “RETURN” or “EXCHANGE” in the subject line.

• Your order number.

• The item you wish to return.

• Your reason for returning it and, for Australian exchanges, your preferred size.

Please wait for approval and return instructions before posting your item.

Faulty, Damaged or Incorrect Items — All Customers

If your item arrives faulty, damaged, incorrect or not as described, please email info@nalisa.shop as soon as possible with your order number and clear photos or videos of the issue.

We will assess the issue and provide the remedy required by applicable consumer law. This may include a repair, replacement or refund. Store credit will not replace a refund where you are legally entitled to one.

If a fault or error on our part is confirmed, we will cover reasonable return shipping costs.

The 7-day request window and change-of-mind eligibility conditions above do not limit your statutory rights. General wear and tear or damage caused by misuse is not considered a manufacturing fault.

Nothing in this policy excludes or limits your rights under Australian Consumer Law or other applicable mandatory consumer laws.

For any questions, please contact info@nalisa.shop.