Returns & Exchanges Policy

Last Updated: 27 August 2026

We want you to feel confident when shopping with Ancarta. Please read the following conditions carefully before returning an item.

Nothing in this policy limits any rights you may have under the Australian Consumer Law or other applicable consumer protection laws.

1. Return Eligibility

For change-of-mind returns, Ancarta accepts eligible items within 14 days of delivery for:

• Store credit, or
• Exchange, subject to stock availability

We do not offer refunds for change of mind or incorrect sizing, except where required by applicable law.

If you have ordered an incorrect size, you may request an exchange for another available size.

Customers are responsible for the cost of returning the original item to Ancarta.

For this reason, we strongly recommend reviewing the size guide and individual product description before ordering. Some products may include specific recommendations regarding fit or whether to select your usual size or size up.

2. Return Conditions

To be eligible for a change-of-mind return or exchange, the item must be:

• Unworn
• Unwashed
• Unused
• In its original condition
• Returned with all original tags attached
• Returned with original packaging where possible
• Free from perfume or other scents
• Free from deodorant
• Free from makeup
• Free from fake tan
• Free from pet hair
• Free from washing or cleaning scents
• Free from marks, stains or other signs of wear

The return must be requested within 14 days of delivery.

Items that do not meet these requirements may be refused and returned to the customer at the customer’s expense.

3. Change of Mind

A change of mind includes circumstances such as:

• Ordering the incorrect size
• Deciding you no longer want the item
• Preferring another colour
• Preferring another style
• Changing your selection after receiving your order

Approved change-of-mind returns are eligible for store credit or exchange only, except where applicable law provides otherwise.

Customers are responsible for all costs associated with shipping change-of-mind items back to Ancarta.

Ancarta does not provide prepaid return labels or reimburse return shipping costs for change-of-mind returns or exchanges.

4. Exchanges and Shipping Costs

Where an exchange is approved, the customer is responsible for shipping the original item back to Ancarta.

Once the returned item has been received, inspected and approved, Ancarta will cover one shipment of the replacement item from Ancarta back to the customer.

This complimentary replacement shipment applies once only.

If you subsequently change your mind again, require another size, select another colour or product, or request a second or subsequent exchange, you will be responsible for:

• The cost of returning the item to Ancarta; and
• The shipping cost for the next replacement item to be sent from Ancarta back to you.

Ancarta does not cover repeated shipping costs resulting from subsequent change-of-mind decisions.

This does not apply where Ancarta has supplied a faulty, damaged or incorrect item and applicable consumer law requires Ancarta to cover the relevant shipping costs.

5. Non-Returnable Items

Unless faulty or otherwise required by applicable law, we do not accept change-of-mind returns on:

• Socks or hygiene-sensitive items where packaging or seals have been opened
• Gift cards
• Free gifts
• Gifted promotional items
• Collaboration or community rewards
• Personalised items
• Final sale or clearance items where clearly identified as such before purchase

Purchasing an item using a promotional or discount code does not automatically make the item final sale unless it was clearly identified as final sale at the time of purchase.

Your payment method, including services such as Afterpay, does not affect any statutory rights you may have.

6. Sale Items

Items specifically marked as Final Sale or Clearance are not eligible for change-of-mind returns or exchanges unless otherwise stated.

This does not affect your rights where an item is faulty, damaged, incorrectly supplied, not as described or otherwise covered by applicable consumer law.

7. Faulty, Damaged or Incorrect Items

Each Ancarta item is subject to quality control before dispatch.

If you believe you have received a faulty, damaged or incorrect item, please contact us as soon as possible at support@ancarta.co.

Please provide:

• Your order number
• Clear photographs showing the issue
• A brief description of the problem
• A video where reasonably required to help us assess the issue

We will review your claim and provide an appropriate remedy in accordance with applicable consumer law.

Depending on the circumstances, this may include:

• Repair
• Replacement
• Exchange
• Store credit
• Refund

Where applicable consumer law requires Ancarta to cover reasonable return shipping costs for a faulty, damaged, incorrect or otherwise non-compliant item, we will do so.

8. Items Damaged Through Wear or Incorrect Sizing

Change-of-mind returns or exchanges may be refused where an item has been:

• Stretched or damaged through wear
• Damaged from attempting to wear an unsuitable size
• Marked with makeup or fake tan
• Exposed to perfume, deodorant or other scents
• Washed
• Altered
• Damaged after delivery
• Returned without its original tags
• Otherwise returned in a condition that prevents resale as new

This does not affect any rights you may have where the product itself is faulty or not of acceptable quality.

9. How to Request a Return

To request a return or exchange, contact us through our contact page or email:

support@ancarta.co

Please include:

• Your order number
• The item you wish to return
• The reason for the return
• The size or item requested if seeking an exchange
• Photographs where the item is faulty, damaged or incorrect

Please wait for your return instructions before sending your item.

Items returned without prior authorisation may not be accepted.

10. Returning Your Item

Once your return has been approved, we will provide the applicable return instructions and return address.

Customers are responsible for safely packaging and returning change-of-mind items to Ancarta.

We strongly recommend using a tracked shipping service and retaining your proof of postage.

Ancarta is not responsible for change-of-mind return parcels that are lost or damaged while being transported back to us, except where responsibility cannot lawfully be excluded.

11. Store Credit

Where store credit is approved, it will be issued after the returned item has been received and inspected.

Store credit is based on the amount actually paid for the returned item after any discounts or promotions were applied.

Original shipping charges are not included in change-of-mind store credit except where required by applicable law.

12. Free Gifts and Promotional Items

If your order included a free gift, promotional item, bonus item, collaboration reward or community reward and the qualifying order is subsequently returned, Ancarta may require the associated gift or reward to also be returned.

Any such item must be unused and in its original condition.

Where permitted by law, the value of a promotional item may be deducted from any applicable refund or store credit if the item is not returned or is returned used or damaged.

13. International Returns

International customers are responsible for the cost of returning change-of-mind items to Ancarta.

Customers should clearly identify the shipment as a returned item where appropriate and comply with their local postal and customs requirements.

Ancarta is not responsible for customs charges arising because a return has been incorrectly declared by the sender, except where otherwise required by law.

Customers in the United Kingdom or European Union may have additional cancellation or withdrawal rights. Please refer to our Refund Policy for further information.

14. Contact

For assistance with a return or exchange, please 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

We aim to respond to return enquiries within 1–2 business days.