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Free Returns and Exchanges

aquila online returns

Australian Customers

In store returns and exchanges

  • Shoes purchased in store can only be returned or exchanged within 14 days of purchase.
  • You may choose to return your purchase for an exchange or refund at any Aquila Retail Store (excluding Aquila Clearance Outlets). Clothing, ties and cufflinks can only be returned via the online store or at Aquila Clothing Concept stores. Ensure you provide a copy of the invoice. Not all Aquila stores carry the same merchandise and may not have the style, size or colour you require in exchange. It is advised you contact the store beforehand. 
  • All returns must be accompanied with your invoice as proof of purchase (you may like to keep a copy for yourself).
  • Aquila takes no responsibility for any damaged or lost goods.
  • We will happily refund the cost of the goods if you change your mind, provided the goods are in their original condition.
  • Refunds will only be processed on the credit card used to make the original purchase.
  • In the case of a cash refund, we will reimburse you with a company cheque.

Online returns and exchanges

  • For your convenience Aquila offers a free 30-day return policy on Australian online orders only.
  • To exchange an item for a different size or colour, or you want a different item, please return your original item to receive a refund. You can place a new order for the new item at any time.
  • To return your product to obtain a refund, please follow the steps at the top of the page or you can return your purchase at one of our retail stores.
  • Check that the goods being returned are in their original condition and in their original packaging. Items from the clothing range must have the tags still attached.
  • Aquila Online will not accept returns for any products that have been worn or marked. Returned products must be in brand new condition.
  • Pack the goods and the Returns form into a postage bag along with the original invoice.
  • Once we receive your parcel we will process your refund. All justified claims for refunds will be processed within 1 to 5 business days after receiving the goods.
  • You may choose to return your purchase for an exchange, store credit or refund at any Aquila Retail Store (excluding Aquila Clearance Outlets). Ensure you provide a copy of the invoice. Not all Aquila stores carry the same merchandise and may not have the style, size or colour you require in exchange. It is advised you contact the store beforehand.
  • Aquila Online will not accept returns for any products purchased at any Aquila Retail Store or Aquila Clearance Outlet.
  • Aquila does not accept any liability for goods lost or damaged in transit. It is highly recommended that customers purchase a Registered Post sticker from Australia Post for a small fee for tracking purposes.

Customers Outside Australia

  • Aquila offers a 30-day return policy on International orders.
  • We will happily refund the cost of the goods if you change your mind, provided the goods are in their original condition.
  • To exchange an item for a different size or colour, or you want a different item, please return your original item to receive a refund. You can place a new order for the new item at any time.
  • Any returns for refund within the 30-day return policy period will be at the consumer's expense.
  • All returns must be accompanied with your invoice as proof of purchase (you may like to keep a copy for yourself).
  • Aquila takes no responsibility for any damaged or lost goods.
  • Aquila Online will not accept returns for any products that have been worn or marked. Returned products must be in brand new condition.
  • To return your product to obtain a refund, please follow the steps below.
  • Check that the goods being returned are in their original condition and in their original packaging. Items from the clothing range must have the tags still attached.
  • Pack the goods and the Returns Form into a postage bag along with the original invoice.
  • Send the goods back to Aquila Online at our return address:
    Aquila Online (RETURNS) P.O. Box 408, Abbotsford, Victoria, Australia, 3067
  • Once we receive your parcel we will process your return. All justified claims for refunds will be processed within 1 to 5 business days after receiving the goods.
  • Please note that items can take up to 10 days to reach Aquila.
  • Aquila does not accept any liability for goods lost or damaged in transit. It is highly recommended that customers purchase postage tracking services from your local postage service for a small fee for tracking purposes.

Online Gift Cards

  • Items redeemed with an online gift card on www.aquila.com.au can be exchanged in-store for items of equal value only.
  • Refunds for items redeemed with an online gift card can only be processed by Aquila Online and not in-store. The refunded amount will be credited to the original online gift card account and not refundable for cash. To check your balance at anytime, click here.

Faulty Products

  • If you believe the item you purchased from Aquila Online is faulty, you may return the merchandise via post by following the steps listed above, or to any Aquila Retail Store.
  • Aquila Online does not guarantee that your claim for faulty goods will be accepted. We will need to assess the shoes first and if your claim is warranted, your shoes will be repaired, replaced or refunded. If we believe your claim to be false and the shoes have had fair wear and tear, the shoes will be returned at your expense.
  • You must provide proof of purchase for any claim of faulty goods.
  • Information about Free Deliveries can be found here