Last updated: 13 September 2026
This policy applies to orders placed with Arlisse. Nothing in it limits or excludes the consumer guarantees or any other rights you have under the Australian Consumer Law (ACL) that cannot lawfully be excluded. Goods are shipped from our international fulfilment centre on a delivered-duty-paid basis: any import duties and taxes are included in the price you pay, so there is nothing to pay on delivery, and your refund is simply the price you paid.
1. Your Australian Consumer Law Rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If an item has a major failure (for example, it is significantly different from its description or unfit for its purpose and cannot easily be fixed), you are entitled to a refund or replacement, and to compensation for any other reasonably foreseeable loss. If the failure is minor, we may choose to repair, replace or refund the item. These rights apply regardless of the change-of-mind window below.
2. 30-Day Change-of-Mind Returns
In addition to your ACL rights, Arlisse offers a voluntary 30-day change-of-mind return window beginning the day you receive your order. This covers returns based on size or fit, colour or appearance, style or personal preference, or a general change of mind. To start a return, email support@arlisse.co within 30 days with your full name, order number and the item(s) you wish to return. Change-of-mind requests received after 30 days cannot be accepted.
3. Two-Stage Return Inspection
Stage one – preliminary email review. Before sending an item, please email clear photographs or a short video showing the complete front and back of the item, the condition of the fabric, all original tags, the original packaging, any hygiene seals, and any alleged fault. This helps us document the item’s condition and provide the correct return instructions; it is preliminary only and does not constitute final approval of a refund.
Stage two – physical inspection. Once a return reaches our designated fulfilment centre it undergoes a detailed, documented inspection, including verification of the item and order details; examination of tags and hygiene seals; and checks for wear, staining, odour, contamination, evidence of washing or alteration, and any other condition affecting resale value. Returns may be photographed or recorded during inspection for quality-control and fraud-prevention purposes, handled in line with our Privacy Policy.
4. Reasonable Trying-On
For change-of-mind returns, you may examine and try on clothing only to the extent reasonably permitted in a physical shop. Wearing an item socially or outdoors, for an extended period, removing tags and then wearing it, washing or altering it, or exposing it to makeup, perfume, deodorant, smoke, food or pets is considered handling beyond a reasonable fitting and may reduce the item’s value.
5. Condition, Tags and Hygiene Seals
Change-of-mind returns should be unworn and unwashed, with all original tags attached, any hygiene seal intact, and in their original packaging where possible. For hygiene reasons, we cannot accept change-of-mind returns of items such as sealed intimate apparel once the seal is removed. This does not affect your ACL rights for faulty goods.
6. Return Address
After the preliminary review we will provide the designated return address and reference. Returns are processed at our international fulfilment centre, and the designated address may therefore be outside Australia. Please use only the address we supply; our registered office is not a return-processing warehouse and goods must not be sent there unless we expressly instruct you to.
7. Return Shipping Costs
For a change-of-mind return, you are responsible for the cost of returning the goods. Arlisse does not charge a return fee and deducts no return charge from your refund. Instead, you arrange and pay for the return yourself, sending the goods to the designated return address we provide after the preliminary review. Because returns are processed at our international fulfilment centre, that address may be outside Australia and the cost of return postage will depend on the destination and the service you choose. We strongly recommend a tracked service: you bear the risk of loss or damage until the goods reach us, and an untracked parcel that does not arrive cannot be refunded.
Where an item is faulty, not as described, or otherwise fails a consumer guarantee under the Australian Consumer Law, Arlisse bears the return-postage cost and you will not be out of pocket — email us with photographs and we will arrange or reimburse the return.
8. Refund Processing
Where permitted, we may withhold reimbursement until we receive the returned goods or you supply evidence they have been sent back. Approved refunds are issued to your original payment method, usually within 10 business days of inspection. A change-of-mind refund may include a permitted deduction for diminished value where an item has been handled beyond a reasonable fitting.
9. Sale and Promotional Items
Sale and promotional items retain their full ACL protections for faulty goods. Change-of-mind returns of sale items are at our discretion and subject to the condition and inspection requirements in this policy.
10. Non-Returnable Goods (change-of-mind)
Subject to your ACL rights, change-of-mind returns cannot be accepted for personalised or made-to-order goods, gift cards, sealed hygiene-sensitive goods once unsealed, or goods damaged through misuse or improper care.
11. Exchanges
The fastest way to swap for a different size or piece is to return the original order and place a new order separately, which protects against the new item selling out while your return is in transit.
12. Contact Details
Store: Arlisse
Company: HE4L LTD
Company No.: 16250783
Registered Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: support@arlisse.co
Phone: +44 7366 101296
The registered office is not a return address. Please contact us for the designated return address.
Customer Care Hours
Monday to Friday: 09:00 – 17:00 (AEST)
Weekends: 11:00 – 16:00 (AEST)