Exchange
Swap for another size or another piece. We send your new piece once your original is back with us and assessed by our team.
Free return postage within Australia
Returns & Exchanges
The right fit, made simple.
If a piece isn't quite right, we'll exchange it for another size or another piece, or give you store credit. Return postage within Australia is free.
You'll need your order number and the email you ordered with.
One place for every return. All returns and exchanges must be registered through our returns portal below, so nothing is missed.
14 daysto register your return, from the day you receive your order
28 daysfor your return to reach us, from the day you receive your order
Freereturn postage within Australia, for exchanges and store credit
Exchangeor store credit for a change of mind or a different size
Start here
Start your return or exchange
Enter your order number and the email you ordered with. Choose your pieces, tell us whether you'd like an exchange or store credit, and confirm. It all happens right here.
In Australia, we email your prepaid return label once your return is registered.
Taking a while to load? Open the returns portal.
Your options
Exchange first. Always.
Choose the option that suits you when you register your return. An exchange is the quickest way to the right fit.
How it works
Four simple steps
Every return starts in our returns portal. Parcels sent back without a registered return can't be accepted.
-
Register your return
Use the returns portal at the top of this page: enter your order number and email, select the pieces and tell us whether you'd like an exchange or store credit.
Within 14 days of receiving -
Send it back
In Australia, once your return is registered, our team sends you a prepaid return label with instructions. International customers send their return with a tracked service.
Arrives within 28 days -
We receive & assess
Our team assesses every return against our returns conditions, and we let you know once it has been received and assessed.
Email update -
Your new piece or credit
Your new piece is dispatched with a shipping email and tracking, or store credit is added to your SANA account.
Tracked dispatch
Where you are
Australia & international
The same returns windows apply everywhere. What differs is return postage.
Australia
Free return postage- Exchange for another size or another piece
- Or choose store credit for a change of mind
- Return postage is free for both exchanges and store credit
- We send you a prepaid return label after you register your return
International
Customer-paid postage- Exchanges and store credit available, registered within 14 days of receiving your order
- Return postage is arranged and paid by you
- Please use a tracked service and keep your receipt until your return is complete
- Original orders ship with DHL Express, duties and taxes included
Eligibility
What can be returned
So every piece reaches its next owner as perfect as it reached you.
Accepted
- Unworn and unwashed pieces
- All original tags and ribbons attached
- Free of makeup, fake tan, deodorant, perfume and pet hair
- Registered within 14 days and back with us within 28 days
Not accepted
- Pieces that show signs of wear or washing
- Sale items, for a change of mind
- Hijabs that have been tried on, for hygiene reasons
- Gift cards
- Parcels sent without a registered return
- Returns registered more than 14 days after receiving your order
A tip for trying on: please avoid perfume, makeup and deodorant while trying your pieces, so they stay eligible for exchange.
Already registered?
Track your return
Three easy ways to follow your return, from registration to your new piece.
- Registered
- Label sent
- Received
- Exchange or credit
Your parcel
Follow your parcel with the tracking number on your return label.
Our emails
We send your prepaid label (Australia), let you know when your return has been received and assessed, and send a shipping email with tracking for your exchange.
SANA app
Open Account, then Orders, to see your order and its tracking at any time.
Questions
Returns FAQ
Can't find your answer? Our Client Care team is happy to help.
Can I get a refund if I change my mind?
For a change of mind or a different size, we offer an exchange or store credit. Refunds are for pieces that arrive faulty or damaged, or when we've sent the wrong item.
Is return postage free?
Yes, within Australia, for both exchanges and store credit. Once your return is registered, our team sends you a prepaid return label. International customers are welcome to exchange or take store credit too, but return postage isn't covered.
How long do I have?
Register your return through our returns portal within 14 days of receiving your order. Returns registered after 14 days can't be accepted. Your parcel then needs to reach us within 28 days of receiving your order. We don't offer an extended holiday returns period.
Can I exchange for a different piece?
Yes. Tell us the size or piece you'd like when you register your return.
If your new piece costs more, you pay the difference. If it costs less, we add the difference to your account as store credit. If your size is sold out, you'll receive store credit instead.
We send your new piece once your original is back with us and has been assessed by our team.
How does store credit work?
Store credit is added to your SANA account for the value of your return. It sits in your account and can be used at checkout when you're signed in.
Can I return a hijab?
For hygiene reasons, hijabs can't be returned or exchanged once they've been tried on.
My piece arrived faulty or damaged. What do I do?
Please inspect your order when it arrives. If something is wrong, register it through our returns portal straight away and tell us what happened, so we can put it right. Our team may ask you for a photo. The same applies if you've received the wrong item.
Approved refunds go back to your original payment method within 10 business days. Your bank may take a little longer to show it.
Our pieces come with guarantees that can't be excluded under the Australian Consumer Law.
Can I return sale items?
Sale items and gift cards can't be returned or exchanged for a change of mind. This doesn't affect your rights if an item is faulty.
Can I just post my return back?
Please register first. Parcels sent back without a registered return can't be accepted, and registering is how we send Australian customers their prepaid label.
Can I request a return by Instagram, email or chat?
All returns and exchanges must be registered through our returns portal. It's the one place we manage them, so nothing is missed and you can follow every step. Our team is always happy to answer questions by email or chat.
What if my return isn't accepted?
Pieces that are worn, washed, marked or missing their tags can't be accepted for exchange or store credit. We'll always let you know what our team found.
Client Care
We're here to help
Questions about a return, a fit or an exchange? Email us, or chat with us in the SANA app. To start a return, please use our returns portal at the top of this page.
info@sanathelabel.comSANA app
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