Ashley & Ilona is here to make you happy! We want you to be completely satisfied with your purchase from us. However, if you wish to return our products for exchange or refund, we will do our best to assist you. Simply follow our instructions below.
Please email us at service@ashleyandilona.com.au within 7 calendar days of receiving your product to request your Return Authorization Number (RA#). RA# will be given to you with the information about the product availability for exchange and further action will be recommended.
Please indicate the details in your email as below:
For both domestic and international customers, your package must be postmarked within 5 business days of receiving your RA#.
Please note, if the reason is wrong choice of size or change of mind, all shipment cost during the exchange process is your responsibility and will be charged from your account.
Our complementary items are not subjected to be a reason for exchange, unless exchanging dress style, then a matching box will be accepted for exchange.
Upon inspection, if it is determined that the dress has been worn, altered, tampered with or damaged without prior notification, your return authorization will be voided and the dress will be shipped back to you and the additional shipping cost will be charged from your account.
Dresses returned to us with makeup, deodorant, perfume or similar product stains will be shipped back to you and are subject to additional shipping cost.
All returning products must be in the original condition; dresses with the original product tags attached and dress bag intact, matching box in good condition as original, to be accepted as a return.
The processing time of exchange may vary depending on the availability of the products.
If the exchanging dresses are the same designs/patterns, we recommend you keep the dress box and send us back only the dress to minimize the shipping cost. We will then send a new dress to you with the same manner.
If the exchanging dresses are different designs/patterns, please send back the dress and the matching box to us. We will then send a new dress with a new matching box to you. Please note, the returning box must be in the good condition as original, to be accepted as a return.
You may to hold on to the Holo-Trend set of regardless of dress designs/patterns during the exchanging process.
You may use the shipment courier of your choice for your return. We are not responsible if the item goes missing during returning to us, so all returns must be used with a traceable delivery method for returning your item to us. You may use a Registered or Express Post, and please email us the tracking number as soon as possible.
Please email us at service@ashleyandilona.com.au within 7 calendar days of receiving your product to request your Return Authorization Number (RA#). RA# will be given to you with the information of further action.
Please indicate the details in your email as below:
For both domestic and international customers, your package must be postmarked within 5 business days of receiving your RA#.
Please note, if the reason is wrong choice of size or change of mind, the product can not be refunded. Our complementary items are not subjected to be a reason for refund.
Upon inspection, if it is determined that the dress has been worn, altered, tampered with or damaged without prior notification, your return authorization will be voided and the dress will be shipped back to you and the additional shipping cost will be charged from your account.
Dresses returned to us with makeup, deodorant, perfume or similar product stains will be shipped back to you and are subject to additional shipping cost.
All returning products must be good condition as the original:
You may use the shipment courier of your choice for your return. We are not responsible if the item goes missing during returning to us, so all returns must be used a traceable delivery method for returning your item to us. You may use a Registered or Express Post, and please email us the tracking number as soon as possible.
Please note, the shipping cost is non-refundable. Your refund, minus a 15% restocking fee, will be issued once your return is received and inspected.