Refund policy

Returns & Refunds Policy

Last updated: 18 September 2025

Return Window

You have 30 days from the date you receive your order to request a return.

To start a return, email hello@khayamarlow.com with your order number and the item(s) you wish to return. Returns sent without prior authorisation will not be accepted.

Once your return is approved, you’ll have 7 days to post it back and share a tracked shipping receipt.

Condition of Items

Returned items must be:

  • Unworn, unused, and free from scent

  • In their original, unmarked condition with all tags attached

  • In the original packaging where applicable
    Please include your receipt or proof of purchase.

If your return doesn’t meet these conditions, it will be returned to you at your own cost.

What’s Returnable

  • Full-priced items: Refund or store credit

  • Sale & promotional markdown items: Accepted unless marked “Final Sale” in the product listing

What’s Not Returnable (Exceptions)

  • Final Sale items

  • Accessories, Jewellery, Intimates

  • Gift cards

  • Custom / personalised products

  • Perishables (e.g., food, flowers, plants)

  • Personal care goods (e.g., opened beauty products)

  • Hazardous materials, flammable liquids, or gases

If you’re unsure whether your item qualifies, email hello@khayamarlow.com before sending it back.

Return Shipping & Fees

For approved returns, we’ll provide a prepaid return label and deduct a flat A$12.99 from your refund to cover return shipping.

Refunds

  • Please allow 3–7 business days from the date we receive your return for inspection and processing.

  • If approved, refunds are issued to your original payment method. Your bank or card provider may take up to 10 business days to post the refund.

  • If more than 15 business days have passed since your refund approval email, contact us at hello@khayamarlow.com.

Exchanges

Need a different size/colour? The fastest way is to return the item and, once approved, place a new order.

Damaged, Defective, or Wrong Item

Please inspect your order on arrival and contact us immediately at hello@khayamarlow.com with photos if your item is defective, damaged, or incorrect. We’ll make it right.