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FAQ

RETURNS & EXCHANGES

What is your returns policy?

Aris will gladly refund, credit or exchange full price items within 14 days of purchase. Please refer to the "Returns" section under the Customer Care tab for more information.

Return postage costs will be at your expense, unless the item/s received are faulty or not as ordered. 

If you believe your item is faulty, please contact us at hello@arisology.com prior to sending it back. We cannot accept liability for an item until it is returned and has been confirmed as faulty. 

 

What defines faulty?

• Manufacturing faults
• Goods that have been wrongly described
• Goods that are different to the goods that you ordered
• Goods that do not do what they are supposed to
• Goods that have defects that were not obvious or we did not bring to your attention

 

Can I exchange my item if it doesn’t fit or doesn’t suit me?

Sure! As long as the item you want to exchange is full priced, in original condition and returned within 14 days, we’re happy to offer you an exchange

 

Do you offer a refund on sale or discounted items?

Returns are only valid for full priced items only

 

How can I request a refund?

In order to be eligible for a refund, please refer to the "Returns" section under the Customer Care tab

 

How do I return an item to Australia from overseas?

Please refer to the "Returns" section under the Customer Care tab for more information

 

I want to return my item – do you pay for my return shipping?

All return shipping is the responsibility of the customer

 

How long will it take for my return to be processed?

We try to get through all returns ASAP, but once your return is received at our office, it can take up to 5 business days to process

 

Have you received my return?

Once a return has been received at our office, we will send you an email confirming its arrival. Once received, it can take up to 5 business days to process. However when sending back your return we recommend you get a tracking number, just in case it needs to be tracked down

 

When does my credit note expire?

Credit notes are valid for 6 months from the date of issue 

 

SIZING

What international size measurement are garments manufactured according to?

Aris is an Australian based label and uses Australian/UK sizing. If you are unsure of your size, please compare your measurements to our sizing chart or send us a quick email to hello@arisology.com for further assistance

 

What size is the model wearing?

Our models all wear a size XS, which is the equivalent of AUS 6. The models featured in the product and campaign shoots are 170cm tall. 

 

ORDERS

Can I change my order once it has been placed?

We endeavour to assist where we can, so if you can reach out to us immediately after an order is placed we will try our best to accomodate your changes. However, once your order has been finalised, we are unable to make alterations to merchandise and delivery details

 

Does Aris cover customs taxes for international orders?

No. Any international customs taxes are paid by the customer. For an indication of customs charges, please visit http://www.dutycalculator.com

 

What methods of payment are accepted?

Aris accepts payment via Visa, MasterCard, American Express and PayPal

 

What is a Pre-Order?

Pre-Orders provide our customers the opportunity to order merchandise ahead of it's arrival in store and online so they are able to secure the appropriate size and colour. As merchandise is limited, this is advised to make certain your order is fulfilled

 

Will sold out items be restocked? 

Unfortunately our stock is limited and we rarely restock. 

Our focus is to be up to date with the latest trends so our products are only available while stocks last.

Please send an email through to hello@arisology.com and we can arrange to place you on the waiting list should an item be returned

 

How do I enter my discount code or credit note code?

To enter a discount or credit note code you have received, copy and paste the code into ‘COUPON/VOUCHER CODE’ box at checkout and press 'APPLY'. Your discount will then be taken off your order total

A discount code can be used in conjunction with a credit note code - just copy and paste one code into the box, hit 'APPLY', and then enter the next code

 

Why is my discount code not working?

There are a number of reasons why your code might not be working. Check that:
• You’re logged into your customer account
• The items in your cart meet the requirements for the promotion (i.e. they are full priced items; they total more than $100)
• The code has not expired

    If you’re still having trouble, contact our Customer Care team at hello@arisology.com and we can sort your problems ASAP

     

    Can I use more than one promotional code on my order?

    Only one of our discount codes can be used per transaction. However, if you have a credit note from a previous order, this can be used in conjunction with a promotional code

     

    I forgot to enter my promotional code! What can I do?

    Unfortunately we cannot enter codes manually after an order has been placed

     

    I’m trying to sign into my account – help!

    Firstly, check that you have previously created a customer account, not just signed up to our newsletter. If you’re seeing the ‘Invalid login or password’ message, check that the email you’re entering is the one you used to create your account, and that your password is correct

    If you still can’t sign in, you can request for a password reminder to be sent – just follow the prompts on the page and enter your account email

    If you’re still having trouble, contact our customer care team at hello@arisology.com, including screenshots of your issue, and we can sort your problems ASAP

     

    Why haven’t I received a shipping confirmation email?

    Sometimes our emails can also get sent to your junk or spam folders if we are not added as a contact. Try checking there first and adding us as a contact to avoid this!

    Please allow 24 hours for shipping confirmation emails to come through, or until the next business day if ordering over a weekend

    You can still check that your order has gone through – just click on the ‘My Account’ tab while you’re logged in to see your records
     

     

    DELIVERY & TRACKING

    How much is shipping?

    Aris offers free standard domestic shipping throughout Australia for orders over $150. Otherwise, standard shipping is $7.95 and express is $10.

    International orders up to $250 will qualify for flat rate shipping of $25. International orders above $250 will receive free shipping, up to a limit deemed by Aris as a bulk order. Orders over this bulk amount will be charged at tiered rates.

     

    Do you ship internationally?

    Aris provides international shipping to over 190 countries

    Orders placed can be shipped globally via either Standard International Post or Express Courier using Australia Post, or by DHL

    For more information, please refer to our "Shipping" section under the Customer Care tab

     

    How can I track my order?

    Once your order has been dispatched, you will receive a confirmation email containing a link that you can use to watch the progress of your order

    All orders are shipped using Australia Post and DHL and can be tracked using their website, or through your home country postal system

    Aris cannot be held liable for any delay to delivery due to issues with tracking

    All customers will receive the relevant tracking information at the time of dispatch. Please be sure to check your junk mail in the case delivery updates are restricted by your mail server

    For full shipping information please refer to our "Shipping" section under the Customer Care tab. 

     

    How long will my delivery take to arrive?

    For Australian orders, estimated time of delivery for metro areas is 1-3 business days, delivery to rural areas is 3-6 business days.
    For International orders, please refer to our "Shipping" section under the Customer Care tab.
    If you would like further information on this, please contact Customer Care at hello@arisology.com

     

    If I’m not at home to receive my delivery, where will it be left?

    Australia Post or DHL will leave a calling card if you are not at home to receive your order. They may also contact the number you have provided during checkout so please make sure this number is correct. We also suggest contacting them to organise a delivery time at your convenience.

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