This Returns Policy does not affect your statutory rights.
All returns must be returned within 14 days from the day on which you receive your delivery. If your order is shipped in multiple deliveries, you will have 14 days from the day on which you receive your last delivery for that order. Returns received outside the stated timescale will not be accepted, except as otherwise stated in this Returns Policy.
Credit for your returned product(s) will be refunded back to your account, in the same form of payment in which it was received, for the price paid at the time of purchase, excluding shipping charges and a 25% restocking fee. The restocking fee may be applied as a credit to a future purchase if the product(s) is returned to us in the same perfect condition as when it was shipped. The restocking fee is non-refundable if the returned product(s) is not in the same perfect condition as when it left our shipper. You will receive an email confirming the completion of returns processing.
Please carefully read the descriptions of our bags and the descriptions of our leathers, hardware, and linings. We cannot accept returns of items that are damaged by the customer (i.e. rubbing away at the finish of a bag, ruining a leather with a leather care product, pet hair, stains, smells, or any other damage).
All bags go through a multi-point quality control inspection and are signed off on by a dual control process.
Shipping charges are non-refundable.
Shipping costs for items returned must be met, in full, at the customer’s own expense, unless items are returned due to ‘incorrect product’, ‘manufacturing fault’, or ‘damaged product’, in which case shipping costs will be refunded in full to the customer. Proof of shipping costs is required before a full refund is given; please email a scanned copy of supporting documentation to [email protected] together with your full name, order number, and tracking information.
Withdrawals, cancellations, changes, alterations, exchanges, or returns are not accepted for orders of ‘Bespoke’ products nor for any discounted product. Please contact us for further information.
If you would like to exchange your item, please return the item you wish to exchange to our online store and place a new order on our site. Please contact us for further information.
Incorrect Product / Manufacturing Fault / Damaged Product
In the unlikely event that you receive an incorrect item in your order, please accept our apologies and kindly return the item, within 14 days from the day on which you receive your delivery. We will replace it with the correct item. Please fill out the returns form included with your order and notate the reason code along with a mark in the “replace with correct item” checkbox.
Manufacturing Fault / Damaged Product
If the item you receive proves to be defective in material or workmanship under normal use within 14 days from the date of purchase, you may return the product and, following assessment, we will repair or replace the item free of charge with the same or (at the customer’s option) a comparable product. If a defective item is replaced, the original item will not be returned to the customer.
If we are unable to repair or replace the product then you will have the right to return the product and terminate the agreement with a full refund of the price paid.
Please be aware that variations in colour and texture are the prized characteristics of beautifully tanned leather. Over time, the leather will acquire a patina and may also darken due to the oils from your skin and direct sunlight, further enhancing the natural look of your handbag. All leathers are of premium grade and hand selected by our creative team. They are wonderfully soft due to not being heavily treated. While this enables the beauty and uniqueness of each hide to shine through, it also does not allow for a perfectly uniform appearance.
Bags are handcrafted in small batches with each one being made from start to finish in our L.A. atelier.
Returns Process (by post)
1. Complete the required information on the Arayla Ltd returns form included with your package.
2. Securely pack your products, including the original receipt and use the original shipping box and materials where possible.
3. Affix the pre-addressed returns label to your return package:
ARAYLA Online Returns Department
91-1121 Keaunui Drive Ste 108 PMB 151
Ewa Beach, HI 96706
4. Post your return package via your courier of choice. (Please remember that shipping costs for items returned must be met, in full, at the customer’s own expense, except as otherwise stated in this Returns Policy)
5. Please use our Contact Form to send a message notifying us that you will be returning an item. Please include your order number and tracking information for the return.
6. For items returned due to ‘incorrect product’, ‘manufacturing fault’ or ‘damaged product’, please email a scanned copy of ‘proof of shipping’ to [email protected] together with your full name, order number and tracking information.
7. Your return will be processed within approximately 14 days of our receipt of your item. Every effort will be made to ensure a prompt refund.
Arayla Ltd is not liable for lost or damaged packages. Please consider whether you wish to add insurance to your returns package.
In the event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
If you have lost your returns form please contact us and we will email you a replacement form.
This Return Policy does not cover damages arising from wear and tear, dye transference, accidents or misuse, or from any alteration, service or repair performed by any party other than Arayla Ltd.
Last Updated: 10 September 2018
– Arayla Ltd