RETURNING AN ONLINE ORDER

Thank you for trusting A & A Symbol of Royality We hope that you are satisfied with your purchase. 

Nevertheless, if for whichever reason you are not satisfied with your purchase, we offer a 15-day time-frame to return your items. 

Kindly request your return directly via A and A Symbol of Royality email account. Contact our customer service team at aandasymbolofroyality@outlook.co.au

Clients returning orders from outside the Australia must include their invoice within the parcel. It must also be specified on the box, and the invoice, that this is a return. The client must also ensure that the shipment’s declared value is in AUS and coincides with the original invoice. This is to ensure that customs processes can be completed in an efficient manner.

Shipments with the value declared incorrectly can experience significant delays at customs, and even be returned to sender.

In order to return exotic leather items, both the original CITES and the exit CITES from the client’s country must be included. Obtaining and processing all the necessary documentation to return any product made with exotic leather is the responsibility of the client. If you have lost the original CITES documentation, please contact aandasymbolofroyality@outlook.co.au and A & A symbol of Royality will not be responsible for the lack of documentation necessary to process returns with CITES, for the rejection of this at Customs and will not cover any loss related to its inadequate return. 

Orders containing exotic leather items will not be eligible for cancellation once the CITES certificate has been requested. CITES documentation is requested approximately 12-15 days after the order has been placed.

The client must notify us of their intention to return within 15 days of receiving their order directly via aandasymbolofroyality@outlook.co.au The items must be shipped within 7 days after notifying us of their return. We are unable to process returns that are received outside of this time frame. 

PRODUCTS NOT ELIGIBLE FOR RETURN

In accordance with the rules of regulation of online commerce, the following items cannot be returned:

  • Socks
  • Shoes with metal toe-caps installed by the client’s request
  • Custom and MTO products
  • Any product which has been modified by the client’s request
  • Any item which has been used, and therefore, cannot be resold
  • Any damage to the product.

Kindly refer to the product descriptions before placing an order. Any items we have to return to you will also incur shipping costs.

THE RETURNED ITEM’S CONDITION

We can only accept the return of items in their original condition. All returns are inspected upon their arrival. We may have to reject a return should it present signs of wear or damage (e.g. wrinkled vamps, scratched soles, etc.). We will have to charge the costs associated with your shipment or deduct the damages from your refund. We highly recommend that you try the shoes on a carpet floor.

SHIPPING AND CUSTOMS COSTS RELATED TO RETURNS

A and A Symbol of Royality will not cover the return shipping and customs costs, with the exception of those products for which the return is attributable to A and A Symbol of Royality. This would include defective items or those which do not match the client’s order. 

DEFECTIVE ITEMS

You must verify the conformity of the products at the time of delivery, preferably before trying on the shoes. If you believe that a product you received is defective, please notify our team immediately via aandasymbolofroyality@outlook.co.au  and indicate the problem (we recommend sending photos of the defective product). In most cases, we will need to inspect the items and arrange a prompt collection. After the inspection, we will contact you to offer an appropriate resolution. If the reported failure is deemed to be the result of wear, and/or the shoes have been worn, we cannot accept responsibility.

EXCHANGES

If returning for an exchange, please indicate in your petition, as well as on the note included with all other documentation, the new product you would like to receive.  There may be a difference in price between items. In this case, we will be in contact with you to inform you of how to proceed with the payment. 

We will notify you once your parcel has arrived at our installations, and has been logged into our system. The time frame, within which the requested items are processed and shipped, is of 30-40 days and depending on product availability. All exchange items are subject to stock availability and price. We will inform you in the case that an item has to be manufactured, as well as any outstanding payments in the event of exchanging for an item that is priced differently from your original order.

If you have any doubts regarding stock availability or prices, contact our Customer Service team via aandasymbolofroyality@outlook.co.au

All exchange orders will benefit from a new tracking number, which will be provided via the email linked to your order.  

Items returned without authorisation will not be refunded or exchanged. 

REFUNDS

We will issue your full refund for returned products via the same payment method used for the original purchase – as long as the products comply with all of the terms listed above. Processing time for your refund within 30 days after the confirmation receipt notification.