Free Returns and Exchanges

Australian Customers

• For your convenience Aquila offers a free 30-day return policy on Australian orders only.
• All returns must be accompanied with a copy of your invoice email as proof of purchase.
• 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 or you can return your purchase at one of our retail stores.
  1. Please email online@aquila.com.au with your original order number and details of the item you wish to receive in exchange or reason for returning your purchase.
  2. Wait for our reply email (we will respond within 3 business days) confirming your request.
  3. Once you have received our confirmation email, check that the goods being returned are in their original condition and in their original packaging.
  4. When purchasing online your package includes a reply paid sticker in case of returns. Pack the goods into the original postage bag along with a copy of your original invoice email in the package. Attach the reply paid sticker.
  5. Send the goods back to Aquila Online at our return address:
     Aquila Online (RETURNS) P.O. Box 408, Abbotsford, Victoria, Australia, 3067.
  6. 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.
• We will happily refund you the cost of the goods if you change your mind.
• 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 email. 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.

Customers Outside Australia

Note: Any returns from New Zealand for exchange or the cost of goods within the 30-day return policy window will be at the customer's expense. Any exchanges where Aquila Online has to re-deilver to New Zealand during the 30-day window will be Free.

• Aquila also offers a 30-day return policy on New Zealand orders.
• Any returns for exchanges and cost of goods will be at the consumer's expense.
• Any re-delivery for exchanges will be Free.
• All returns must be accompanied with a copy of your invoice email as proof of purchase.
• 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 or you can return your purchase at one of our retail stores.
  1. Please email online@aquila.com.au with your original order number and details of the item you wish to receive in exchange or reason for returning your purchase.
  2. Wait for our reply email (we will respond within 3 business days) confirming your request.
  3. Once you have received our confirmation email, check that the goods being returned are in their original condition and in their original packaging.
  4. Pack the goods into the original postage bag along with a copy of your original invoice email in the package.
  5. Send the goods back to Aquila Online at our return address:
     Aquila Online (RETURNS) P.O. Box 408, Abbotsford, Victoria,
     Australia, 3067.
  6. 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.
• We will happily refund you the cost of the goods if you change your mind.

Faulty Products

• If you believe the item you purchased from Aquila Online is faulty, you may return the merchandise via post or to any Aquila Retail Store or follow the steps listed above.
• 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 or purchase for any claim of faulty goods.