Refunds & Returns

Its important that you love your new purchase whether you buy it in-store or online with us. We hope you love your order, but if you are not completely satisfied with your purchase we accept returns for online store credit only.

RETURN REQUIREMENTS:

Goods must be returned within 14 days of the order delivery date. Goods must be unworn, unwashed, unstained, and unperfumed with all tags attached. For hygiene reasons, we do not accept returns on jewellery unless deemed faulty. If your item is faulty please contact us immediately on 0409 652 204.

Please note if you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return.

Please Return Your Parcel to: Rayanna, Shop 11, 51-55 Bulcock Street, Caloundra, QLD 4551

In all cases, we recommend getting a tracking number from Australia Post for your return. Rayanna takes no responsibility for parcels lost in transit in being returned to us. We do not recommend marking parcels "return to sender" as a form of returning goods to us.

RETURN PROCESSING TIMES:

We aim to process returns within 7 business days of receiving them in our Sunshine Coast Store, but high volume periods, especially around the holidays, could cause delays. We apologise for any inconvenience. If you’re concerned that your return has been delivered but not processed in a timely fashion, please email us at hello@rayanna.com.au

ONLINE STORE CREDITS:

Online Store Credit is not redeemable for cash. Any purchase amounts that exceed the value of the store credit will require an additional method of payment for the remaining balance due. Store credit is valid for 12 months after the date of issue. Store credit is provided in the currency in which you paid. If you purchased your goods online at the time of being issued with the store credit you will be emailed a checkout code to allow you to use the credit online. This code is linked to your customer profile and a balance will be kept on our system.

REFUNDS (if applicable):

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.

LATE OR MISSING REFUNDS (if applicable):

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@rayanna.com.au

SALE ITEMS (if applicable):

Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded.

EXCHANGES (if applicable):

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@rayanna.com.au and send your item to: Rayanna, Shop 11, 51-55 Bulcock Street, Caloundra, QLD 4551

GIFTS:

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

RETURN SHIPPING:

To return your product, you should mail your product to: Rayanna, Shop 11, 51-55 Bulcock Street, Caloundra, QLD 4551

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.