Order & Returns Policy

ONLINE RETURNS

We take immense pride in delivering top-quality products and ensuring your utmost satisfaction. Here's our comprehensive returns policy: 

For full-priced items, you have the flexibility of receiving a refund, exchange, or credit note within 7 days of receiving your order. Refunds will be processed back to the original payment method used, excluding original shipping charges. 

Please note that returns will incur a restocking fee of $25 AUD.

Sale items are deemed final sale unless mandated by law. However, we're pleased to offer an exchange or credit note within 7 days of receipt if your sale item doesn't meet your expectations. Credit notes are valid for one year and cannot be renewed. 

Please note that jewellery and accessories are non-refundable and cannot be exchanged for other items.

To be eligible for refunds, exchanges, or credit notes, the items must meet the following criteria:

  • They must be in their original condition and packaging with all tags intact.
  • They must not have been worn, damaged, or washed.
  • Return requests must be initiated within 7 working days of receipt through our returns centre.

Please note that refunds will only be processed for approved returns with provided tracking information within 5 days of approval. Delayed returns will not qualify for refunds.

Please allow 7-18 business days for your refund to be actioned.

HOW TO RETURN/EXCHANGE YOUR ORDER

To initiate a return online, please visit our returns centre and enter your order number and email address. Follow the prompts to complete your Return Request. Please be aware that returns will not be approved for sale items unless specified for exchange or credit note.

Refunds may be granted at our discretion for items that are faulty, wrongly described, or different from the goods you ordered.

All approved returns are to be posted to the below address:

IXIAH HQ

80 Oxford Street
Paddington NSW 2021
Australia

EXCHANGES

Exchanges are subject to availability, and shipping times may vary depending on your location. You will be responsible for covering both inbound and outbound shipping costs for exchanges. Please review our Return Shipping Terms for further details.

WAREHOUSE SALE

Please note that online and in-person IXIAH Warehouse Sale items are final and not eligible for exchange, refund, or store credit.

IN-STORE RETURNS

For in-store purchases, refunds are only provided if required by law. Returns (full-price and sale) for non-faulty items must be made within 7 days for a credit note or exchange, accompanied by proof of purchase and in original condition.

RETURN SHIPPING

Return shipping must be prepaid via a traceable method, and IXIAH is not liable for missing incoming deliveries. Return shipping charges are non refundable. If you opt for an exchange, please be aware that you will be responsible for all shipping costs inbound & outbound. 

IXIAH will reimburse any reasonable shipping charges for return of goods that have been deemed faulty. 

LIMITATION

Unfortunately, returns purchased online cannot be accepted through our retailers or concessions, and vice versa.

ORDERS

Loyalty Points: Loyalty Points can only be applied to full-priced* items and cannot be used for purchases of sale items. Only one code can be applied at checkout. *T&C's apply, please see our Loyalty page for more information.  

Discount Codes: Please be advised that misuse of discount codes may lead to cancellation of your order or require payment of the amount equivalent to the discount improperly used. 

Item Availability: At times, inventory status may not be current on our Online Store, potentially resulting in unavailable items during purchase. Such instances are exceedingly uncommon. Should this affect any item in your order, you'll promptly receive an email notification and be provided with options for a suitable replacement or a full refund.

NEED HELP?

For further assistance, please contact customer service via email shop@ixiah.com.

Before making a purchase, we strongly recommend reviewing our returns policy as failure to review our terms does not exempt you from them.