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Free Returns and Exchanges

Australian Customers

  • For your convenience Aquila offers a free 30-day return policy on Australian orders.
  • 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.
  • To return your product for exchange or obtain a refund, please follow the steps below 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. 
  • Follow the instructions on the Returns & Exchanges form that accompanied your purchase.
  • When purchasing online your package includes a reply paid sticker in case of returns.
  • Pack the goods and the Returns & Exchanges form into a postage bag along with the original invoice.
  • Attach the reply paid sticker.
  • Send the goods back to Aquila Online at our return address.
  • Once we receive your parcel we will fulfil your request. 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. It is recommended that customers purchase a Registered Post sticker from Australia Post for tracking purposes.
  • 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.
  • Refunds will only be processed on the credit card used to make the original purchase.
  • 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 New Zealand orders. New Zealand orders can only be returned via the online store. Ensure you provide a copy of the invoice. Please note that while we will endeavour to fulfil your exchange request, we may not have the style, size or colour you require in exchange, in which case we can offer a refund. 
  • Any returns for exchange or refund within the 30-day return policy period will be at the consumer's expense. Any exchanges where Aquila Online is required to re-deliver to New Zealand during the 30-day period will be free.
  • We will happily refund the cost of the goods if you change your mind, provided the goods are in their original condition.
  • 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.
  • To return your product for exchange or 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. 
  • Follow the instructions on the Returns & Exchanges form that accompanied your purchase.
  • Pack the goods and the Returns & Exchanges 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 fulfil your request. 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. It is recommended that customers purchase postage tracking services from New Zealand Post for tracking purposes.
  • Aquila does not accept any liability for goods lost or damaged in transit. It is highly recommended that customers purchase postage tracking services from New Zealand Post 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