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Returns & Exchanges Policy

We want you to love your Ancarta pieces. Please read our returns and exchanges policy carefully before placing your order.

This policy does not limit any rights you may have under applicable consumer law.

Business contact:

Ancarta Pty Ltd
ABN: 66 689 165 553
ACN: 689 165 553
17 Freeman Loop, North Fremantle WA 6159, Australia
Email: support@ancarta.co

Returns Eligibility

We accept return requests within 14 days of delivery for eligible items.

To qualify for a return, items must be:

Unworn and unused
In their original condition
Returned with all original tags attached
Returned in original packaging where possible
Free from marks, makeup, fake tan, perfume, deodorant, pet hair, washing scents, or any other signs of wear

Items that do not meet these conditions may be refused or returned to the customer.

Change of Mind Returns

For customers located outside the European Union and United Kingdom, Ancarta does not offer refunds for change of mind once an order has been dispatched.

Approved change-of-mind returns may be eligible for:

Store credit, or
An exchange, subject to stock availability

Return shipping costs for change-of-mind returns are the responsibility of the customer.

Order Cancellation Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at support@ancarta.co.

If your order has not yet been processed or dispatched, we may be able to cancel it and issue a refund to your original payment method.

If your order has already been dispatched, you will need to follow the returns process that applies to your location.

European Union Customers — Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

To exercise your right of withdrawal, you must notify us by email at support@ancarta.co before the 14-day withdrawal period expires.

You may use the following wording:

“I hereby withdraw from my purchase. My order number is [insert order number].”

After notifying us, you must return the item to us within 14 days.

Once we have received the returned item, or you have provided proof of return, we will process your refund within 14 days.

Refunds will be issued to your original payment method. Where required by law, this refund will include the original standard delivery cost paid at checkout. Any additional cost paid for express, premium, or upgraded delivery will not be refunded.

Return shipping costs are the responsibility of the customer and will not be reimbursed unless the item is faulty, incorrect, or required by law.

Items must be returned unworn, unused, with all original tags attached, and in original condition. Ancarta may make a reasonable deduction from the refund if the item has been handled beyond what is necessary to inspect it, or if it is returned used, damaged, marked, or not in resaleable condition.

The right of withdrawal does not apply to gift cards, personalised items, or sealed hygiene items where the seal has been removed after delivery, except where required by law.

EU and UK customers can also initiate a return or cancellation directly through their account at https://account.ancarta.com.au

United Kingdom Customers — Right to Cancel

If you are located in the United Kingdom, you have the right to cancel your online purchase within 14 days of receiving your order, without giving any reason.

To cancel your order, you must notify us by email at support@ancarta.co within 14 days of delivery.

You may use the following wording:

“I hereby cancel my purchase. My order number is [insert order number].”

After notifying us, you must return the item to us within 14 days.

Once we have received the returned item, or you have provided proof of return, we will process your refund within 14 days.

Return shipping costs are the responsibility of the customer and will not be reimbursed unless the item is faulty, incorrect, or required by law.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item is faulty, incorrect, or we are required by law to cover the cost.

We strongly recommend using a tracked shipping service, as Ancarta is not responsible for returned parcels that are lost in transit.

Non-Returnable Items

The following items cannot be returned for change of mind unless faulty or required by law:

Socks or hygiene-sensitive items where packaging or seals have been opened
Gift cards
Gifted promotional items
Final sale, clearance, or marked-down items
Personalised items

Faulty, Damaged, or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us as soon as possible at:

support@ancarta.co

Please include:

Your order number
Clear photos of the issue
A brief description of the problem

If the item is confirmed to be faulty, damaged, or incorrect, we will provide a remedy in accordance with applicable consumer law. This may include a repair, replacement, exchange, store credit, or refund, depending on the circumstances.

Where we are required by law to refund or replace an item, we will also reimburse reasonable return shipping costs.

Exchanges

Exchanges are subject to stock availability.

Where an exchange is approved, the customer is responsible for the cost of shipping the original item back to Ancarta. Ancarta does not provide prepaid return labels or reimburse this cost.

For the first accepted exchange on an order, once the returned item has been received, inspected and approved, Ancarta will cover standard shipping of one replacement item from Ancarta back to the customer. This complimentary replacement shipment applies once per order.

If you subsequently change your mind again, require another size, select another colour or product, or request a second or subsequent exchange on the same order, you will be responsible for both the cost of returning the item to Ancarta and the shipping cost for the next replacement item to be sent to you.

These exchange shipping arrangements apply to change-of-mind exchanges, including where you ordered the incorrect size. They do not apply where Ancarta has supplied a faulty, damaged or incorrect item, or where applicable consumer law requires a different outcome.

If your requested size or colour is unavailable, store credit may be issued instead, unless a refund is required by law.