Refund policy

1. Damaged, Defective, or Incorrect Items

We stand by the quality of our products. Under Australian Consumer Law, if you receive a damaged, defective, or incorrect item (e.g., wrong color or size), you are entitled to a full refund or a free replacement.

To request a remedy due to an error on our part:

• You must provide clear photos or videos of the defect. 
• Once verified, we will process your refund or send a replacement immediately. You will not be charged return shipping costs for defective items.

2. Delivery Failures and Lost Orders

If the tracking information shows no updates for an extended period and the order is considered lost in transit, we will issue a full refund or a replacement.

However, we do not offer refunds or free reshipments in the following scenarios:

• The tracking information indicates "Delivered," but the customer claims not to have received the package.
• The package is returned due to an incorrect or insufficient address provided at the time of purchase.
• The package is returned because it was refused, uncleared by customs, or not picked up in time at the local post office.

3. Change of Mind

Please choose your items carefully. As an international boutique, Alva Silk does not offer returns or refunds for change of mind at the moment, including instances where the item does not fit or the customer no longer wants the product. 

4. How to Initiate a Request

Please do not return your purchase to the sender's address listed on the package. To initiate a claim for a damaged or incorrect item, contact our customer support team at contact@alvasilk.com and include your order number. We will provide a Return Merchandise Authorization (RMA) and further instructions.