Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at byalice.au@gmail.com. Please note that returns will need to be sent to the following address: PO. Box 994 Childers 4660
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at byalice.au@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at byalice.au@gmail.com.
Return & Refund Policy
Custom-Made Products
Every garment we create is made to order based on the design, fabric, size, and options you select. Because each piece is custom-made specifically for you, we do not accept returns or offer refunds for:
- Change of mind
- Incorrect size selected by the customer
- Color or fabric preferences after production has begun
- Ordering the wrong item or design
- Personal preference after receiving the item
Please review your order carefully before completing your purchase.
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, contains a manufacturing defect, or you receive the wrong item, we'll make it right.
Please contact us within 7 days of receiving your order and include:
- Your order number
- Photos of the issue
- A brief description of the problem
Once approved, we will either:
- Repair the item (where possible),
- Replace it at no additional cost, or
- Issue a full or partial refund if a replacement is not possible.
Size Guarantee
If the garment was made differently from the measurements or size you provided, we will alter or remake the item at no additional cost.
If the measurements or size submitted with your order were incorrect, we cannot offer a free remake or refund. However, we may offer alteration services at a reduced cost where possible.
Order Changes & Cancellations
Orders may be changed or cancelled within 24 hours of purchase.
After 24 hours, production may have already begun, and cancellations or changes cannot be guaranteed.
Refund Processing
Approved refunds will be processed to the original payment method within 5–10 business days after approval.
Shipping fees are non-refundable unless the return is due to our error.
Return Shipping
If the return is due to our mistake or a manufacturing defect, we will cover the return shipping costs.
If a return is approved for any other exceptional reason, the customer is responsible for return shipping unless otherwise agreed.
Fabric & Color Variations
We do our best to accurately display fabric colors and textures. However, slight differences may occur due to monitor settings, lighting, or natural fabric variations. These are not considered defects.
Contact Us
If you have any questions about your order or this policy, please contact our customer support team with your order number, and we'll be happy to assist.