Returns & Exchanges Policy

Last updated: 20 October 2026

We want you to love your Ancarta pieces. This policy explains how returns, exchanges and refunds work. Nothing in it limits your rights under the Australian Consumer Law or the consumer laws where you live.

1. At a glance

Request a change-of-mind return or exchange within 14 days of delivery.
Change-of-mind returns are for store credit or an exchange, not a refund. Customers in the EU and UK can also cancel for a refund (section 9).
Items must be unworn and unwashed, with all tags attached.
You pay the postage to send a change-of-mind return back to us. We cover the first replacement shipment on an exchange.
Faulty, damaged or incorrect items are always looked after (section 7).

2. Change-of-mind returns and exchanges

If you change your mind or order the wrong size, we accept eligible items within 14 days of delivery for store credit or an exchange, subject to stock. We don’t offer refunds for change of mind, except where the law requires it.

If the size or colour you want isn’t available, we’ll offer store credit instead, unless a refund is required by law.

To get the right fit first time, please check our Size Guide and the product description before ordering. Some products include their own fit advice.

3. Condition of returned items

To be accepted, a change-of-mind return or exchange must be:

Unworn, unwashed and unused
In its original condition, with all original tags attached
Returned in its original packaging where possible
Free from makeup, fake tan, deodorant, perfume, washing scents, pet hair, marks, stains and other signs of wear
Not stretched, altered or damaged after delivery

Items that don’t meet these conditions may be refused and sent back to you at your cost. This doesn’t affect your rights where the product itself is faulty.

4. Exchange shipping

You pay to send the original item back to us. We don’t provide prepaid return labels or reimburse return postage for change-of-mind returns or exchanges.

For the first accepted exchange on an order, once we’ve received and approved the returned item, we cover standard shipping of one replacement item back to you. This applies once per order.

For any further exchange on the same order, you pay both the return postage and the shipping for the next replacement.

These arrangements don’t apply to faulty, damaged or incorrect items (section 7).

5. Items that can’t be returned for change of mind

Unless an item is faulty or the law requires otherwise, we can’t accept change-of-mind returns of:

Socks and other hygiene-sensitive items once opened
Gift cards
Free gifts and promotional items, except free clothing pieces from our offers (section 6)
Personalised items
Items clearly marked as final sale before purchase

Buying an item with a discount code doesn’t make it final sale. Paying with a service such as Afterpay doesn’t affect your rights.

6. Free items from offers

Some offers, like our invitation welcome offer, include a free clothing piece and Classic Socks with a piece you buy. Community reward pieces are also free clothing pieces. See our Invitation & Community Terms for how these offers work.

Size exchanges. You can exchange a free clothing piece for another size within 14 days of delivery, subject to stock, using the usual exchange process.
Change-of-mind returns. If you return the piece you paid for, please return the free clothing piece with it, unworn and with tags. If it isn’t returned, we’ll deduct its normal price from your store credit or refund, and never more than you paid. A free piece on its own can’t be returned for store credit or a refund.
Socks. Opened Classic Socks can’t be returned unless faulty.
Other free gifts. If you return an order that came with a free gift or promotional item, please return the gift too, unused. Where the law allows, we may deduct its value if it isn’t returned or comes back used.
Faulty items. Faulty, damaged or incorrect free items are handled like any other item (section 7).
EU and UK. If you cancel an order that included a free item, please return the free item with the rest of the order.

7. Faulty, damaged or incorrect items

Every piece is checked before dispatch. If yours arrives faulty, damaged or incorrect, email support@ancarta.co as soon as possible with:

Your order number
Clear photos of the issue
A short description of the problem
A video, if we reasonably need one to assess the issue

We’ll provide a remedy under the applicable consumer law. Depending on the circumstances, this may be a repair, replacement, exchange, store credit or refund. Where the law requires, we’ll also cover reasonable return shipping costs.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

8. Cancelling before dispatch

Email us as soon as possible. If your order hasn’t been processed or dispatched yet, we may be able to cancel it and refund your original payment method. Once an order has been dispatched, the return process in this policy applies.

9. EU and UK customers: your right to cancel

If you live in the European Union or the United Kingdom, you can cancel your online purchase within 14 days of receiving your order, without giving a reason.

Tell us. Email support@ancarta.co within 14 days of delivery, for example: “I wish to cancel my purchase. My order number is [number].” You can also start a cancellation from your account at account.ancarta.com.au.
Send the items back within 14 days of telling us. Return postage is your responsibility unless the item is faulty or incorrect.
Your refund. We’ll refund you within 14 days of receiving the items, or proof that you’ve sent them, to your original payment method. This includes the original standard delivery charge. Any extra paid for express delivery isn’t refunded.
Condition. Items should come back unworn with tags attached. We may deduct a reasonable amount if an item has been handled more than needed to check it.
Exceptions. This right doesn’t apply to gift cards, personalised items or sealed hygiene items, such as socks, unsealed after delivery, except where the law says otherwise.

10. How to start a return or exchange

Email support@ancarta.co or use our contact page, including:

Your order number
The item you’d like to return
The reason for the return
The size or item you’d like, if you’re exchanging
Photos, if the item is faulty, damaged or incorrect

Please wait for our return instructions and address before sending anything. Items sent without approval may not be accepted.

11. Sending your return

Please pack your return securely. We recommend a tracked service and keeping your proof of postage. We’re not responsible for change-of-mind returns lost or damaged on the way back to us, except where that responsibility can’t be excluded by law.

If you’re returning from outside Australia, please mark the parcel as returned goods and follow your local postal and customs requirements. We’re not responsible for customs charges caused by an incorrect declaration, except where the law requires otherwise.

12. Store credit

Store credit is issued once we’ve received and inspected your return. It’s based on the amount you actually paid for the item after any discounts. Original shipping charges aren’t included, except where the law requires.