Shipping Returns & Refund
Shipping Policy
Thank you for choosing NAYANA.
At Nayana, we are committed to thoughtful, sustainable production. Many of our garments and millinery pieces are created in limited quantities or made to order to minimise waste and avoid overproduction.
Processing Times
Made-to-order and bespoke pieces are individually handcrafted and require additional production time. As a guide, most pieces are completed within 3–4 weeks from the date of purchase.
Production times may vary depending on the complexity of the design, materials, and current workload. Estimated timeframes will be provided on the relevant product page.
Once your order has been dispatched, you will receive a confirmation email with tracking information.
Shipping Within Australia
We ship Australia-wide using trusted postal and courier services.
- Standard Shipping: Estimated delivery within 3–10 business days.
- Express Shipping: Estimated delivery within 1–5 business days.
Delivery timeframes are estimates only and may vary due to carrier delays, weather events, public holidays, or peak shipping periods.
International Shipping
We offer international shipping to selected destinations.
Shipping costs are calculated at checkout based on your location and order size.
International delivery times vary by destination and local postal services. Customers will receive tracking details once their order has been dispatched.
Please note that customs duties, taxes, import fees, and other charges imposed by your country are the responsibility of the customer and are not included in the purchase price or shipping costs.
Delicate Millinery & Headwear
Our millinery pieces are carefully packaged to help ensure they arrive safely and maintain their shape during transit.
Upon receiving your order, we recommend carefully unpacking and inspecting your item as soon as possible.
Incorrect Shipping Information
Please ensure your shipping details are accurate when placing your order. NAYANA cannot be responsible for delays or delivery issues resulting from incorrect address information provided by the customer.
Lost or Delayed Parcels
While we work closely with our shipping partners to ensure safe delivery, occasional delays may occur. If your parcel appears delayed or lost, please contact us and we will assist in lodging an enquiry with the shipping carrier.
Contact
Returns, Refunds & Exchanges Policy
Thoughtfully Made, Mindfully Chosen
Every NAYANA piece is created with care, craftsmanship, and a commitment to sustainability. To reduce waste and support responsible production, many of our designs are produced in limited quantities or made to order. We kindly ask customers to carefully review product descriptions, measurements, sizing information, and images before placing an order. Thoughtful purchasing helps us minimise environmental impact while ensuring each piece finds its rightful home.Clothing Returns
We accept returns on eligible full-priced clothing items within 14 days of delivery.
To qualify for a return, the item must:
- Be unworn, unwashed, and in original condition.
- Have all original tags attached.
- Be free from perfume, makeup, deodorant, stains, or any signs of wear.
- Be accompanied by proof of purchase.
Once the returned item has been received and inspected, an approved refund will be processed to the original payment method.
Original shipping costs are non-refundable.
Millinery & Headwear
Due to the handmade, delicate, and often limited-edition nature of our millinery and headwear pieces, we do not offer refunds or exchanges for change of mind.
However, if your item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery and provide photographs of the issue. We will assess the matter and work with you to provide an appropriate resolution.
Any approved return must be unworn and free from makeup, perfume, hairspray, or any other signs of wear.
Made-to-Order Pieces
Made-to-order items are produced specifically for you once an order has been placed.
Standard-sized made-to-order garments may be eligible for return under the Clothing Returns section above unless otherwise stated on the product page.
Custom & Bespoke Orders
Custom-made, personalised, altered, or bespoke pieces are created specifically to your requirements and cannot be returned, exchanged, or refunded unless they are faulty or do not match the agreed specifications.
Sale Items
Items purchased on sale, clearance, or as part of a promotional event are final sale and cannot be returned, exchanged, or refunded unless required under Australian Consumer Law.
Exchanges
Where stock is available, we may offer exchanges for eligible clothing items.
Customers are responsible for return shipping costs associated with exchanges unless the item is faulty, damaged, or supplied incorrectly.
Please contact us before returning any item so we can assist you with the exchange process.
Return Shipping
Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrectly supplied.
We strongly recommend using a tracked shipping service, as Nayana cannot be responsible for returned items lost or damaged during transit.
Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies any rights or remedies available to you under Australian Consumer Law.
Contact
To request a return, exchange, or report an issue with your order, please contact:
info@nayana.com.au
