Terms & Conditions

You're welcome to return your online order for refund, exchange, or gift voucher within 30 days of fulfilment. Items received outside of this period will not be accepted. Sale items are not eligible for refund – they can be exchanged or gift voucher issued.

Items returned to us must be in their original condition: unworn, unwashed and unaltered with all tags attached. Earrings, underwear, swimwear, cosmetics and fragrances are not eligible for return in the interest of hygiene.

How to Return

Please click here to initiate return of your online order.

Follow the portals' prompts to enter your order number, along with the post-code, phone number or email address used to place the order. You will be prompted to select the items you'd like to return, and confirm your choice of refund, exchange or gift voucher for each item. Once approved, you will receive an email detailing instructions for physical return of the items.

Once the return has been delivered to our Head Office, please allow 2-3 business days for us to process your desired resolution. You will receive a confirmation email as soon as the refund or exchange has been processed with us. It may take up to 10 business days for a refund to appear on your credit card statement. If the items returned do not meet our policy requirements, you will be contacted by a member of our Customer Care team promptly.

Refunds

Your refund will be credited to the account used at point of purchase. Please allow up to 10 business days for the funds to clear after receiving confirmation the amount has been refunded. Processing times can vary between payment methods and card issuers. We appreciate your patience & understanding that we cannot control these timeframes.

If the order was paid with a Gift Voucher, the amount may be refunded onto the same  voucher. If you used a gift voucher to make a purchase and then return the item, the refund can be applied back to the same gift card. The balance on the gift card will be updated automatically. If the original transaction was processed with Shopify Payments, the gift card can be reloaded during the return process. If Shopify Payments wasn't used, we will need to issue a new gift card with the refund amount for you. The original expiration date of the gift card remains unchanged.

If the order payment was split between a Gift Voucher and another payment method, the refund amount will be processed back onto the Gift Voucher first, with any remaining balance credited to the other account.

Exchanges

Exchanges are processed after we receive the returned items. A new order will be created with the items you've requested to exchange for, and you will receive a link to track the order via email when the items have been dispatched. The new order will be posted with Standard Shipping. Express Post is not available for exchange orders.

Due to the exclusive & limited nature of our collections, we are unable to guarantee with certainty that the selected item will still be available once your return arrives with us. Please contact our customer service team on 03 9112 2713 or via email at hello@theark.com.au  to secure the exchange item, if available, before creating the return. If the item you've requested to exchange for is no longer available at the time of processing, a refund will be issued.

If you require the new item urgently, we recommend placing an order for it with Express Post, in lieu of requesting an exchange. Once you've purchased the new item, you can lodge a refund request for the original order.

Posting Your Return

Instructions for posting your return will be advised via email upon approval of your return request.

Please ensure your return items are packed with care and posted with a traceable service, to ensure they arrive with us safely. With the environment in mind, we recommend packing the unsuitable items back into the original satchel the order arrives in; ensuring the original delivery label is covered.

If you would like an exchange, please include this information in your return parcel.

Please note: your RMA number must be noted on the outside of the parcel, to ensure your return can be identified and processed efficiently. Your unique RMA number is provided via email upon approval of your request.

Damaged or Defective Items

If you receive an item you believe to be damaged or defective, please contact our Customer Care team at hello@theark.com.au with photos, and a description of the fault for us to assess. If your product is deemed faulty, we will provide a pre-paid label for return of the item.

Products that are damaged because of incorrect care, or general wear and tear, are not considered faulty. Products are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase.

Incorrect Items

If you receive any items different to those you have purchased, please contact us as soon as possible at hello@theark.com.au

Sale

Items on Sale are labelled as such clearly on the product page. Items marked sale are not eligible for return, unless faulty. Please choose carefully.

If final sale items are returned to our Head Office without authorisation, they will be returned to sender at their expense.

In-store

Items purchased in store may be returned to the store within 21 days from purchase, with the original receipt present. If you're unsure if your in-store purchase is eligible for return, please contact the store for confirmation.