Supporting Indigenous Talent, Mindful Manufacturing, Style that Lasts

Ngali AAFW June '21

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Customer Care

Ngali will provide you with a full refund if the product you purchased from us:

- is faulty

- not of acceptable quality,

- unsafe or

- does not match descriptions made on our website.

If a product that you have purchased from us meets this description, please contact Customer Care for a Return Authorization number (RA#) as soon as you become aware.

Items that are damaged by you (the Buyer) or which have undergone general wear and tear are not considered to be faulty and are not eligible for repair, replacement or refund.

Ngali ships all orders within Australia free of charge.

A set fee of A$30 is applicable to all overseas deliveries.

As we work to just in time manufacturing as part of our efforts to reduce wastage, we ship as soon as possible within 14 days.

Should there be any hold ups with delivery dates we will make contact with our customers within 7 days of their order placement.

We use compostable packaging as a priority or recycled packaging should compostable not be possible.

A “change of mind” return refers to any return of a product that is correctly described, is safe, of acceptable quality and not faulty.

Ngali accepts “change of mind” returns for full-priced items purchased in accordance with the following terms;

- A Return Authorization number (RA#) has to be requested within 7 days of receipt of order.

- Item(s) must not be worn, altered, damaged or washed item(s).

- Must have all tags attached returns must include all original packaging including shoe boxes and dust bags and returns must be posted back to Ngali Head Office within 7 days of issue of your RA# (With proof of postage date if required.)

In the event that a change of mind return does not meet any of the above terms, Ngali reserves the right to not approve the change of mind return.

All items purchased with Ngali can be returned for “change of mind” for a full refund within 7 days of receipt of order and must comply with our returns policy. We do not issue refunds, accept returns or offer an exchange on any promotional merchandise.

An online credit will be issued for full-priced returns made after the 7 day grace period. All online credits are issued in accordance with, and on the basis of the Ngali Terms and Conditions.

If you would like to return an item(s), please ensure your item(s) and order adhere to the above terms. To register your return, please click here and follow the process.

Once you have registered for a return you will receive a Return Authorisation number. Fill in the return form and enclose it with the returned item(s). The item(s) must be in the original packaging and must be sent back to Customer Care via registered post (a tracking number is required) within 7 days of requesting a return.

Items being returned must be mailed with a completed online returns form to:


Attn: Customer Care - returns

Suite 208, 360 St Kilda Road

Melbourne, Victoria 3004


Once your return is received by Customer Care, the item(s) will be checked to ensure it complies with our returns policy and a return outcome will be determined. Should the return be acceptable, your order will be refunded or a gift card will be issued depending on the terms of original sale. Should the return be unsuccessful, Customer Care will contact you. All postage costs for returned goods are payable by the customer and will be reimbursed by Ngali in the case of damaged, faulty or incorrectly supplied goods. We highly recommend return via a trackable method (e.g. registered post), to ensure safe and confirmed delivery. Ngali cannot be held responsible for goods that are lost or damaged in transit.

P. +61 3 9686 4550 E.

“Faulty goods” are classified as faulty at the discretion of Ngali, provided:

- They are damaged when the customer receives them.

- Show a manufacturing fault within 3 months.

- No alterations or attempts to repair have been made by the customer.

Ngali will provide a repair, exchange, replacement or refund for faulty goods:

Returns must include all original packaging including shoe boxes and dust bags and these must be in the original condition as they are considered part of the item.

Returns must be posted back to Ngali Head Office within 7 days of the issue of your RA#.

Ngali will endeavour to repair faulty items. If adequate repairs cannot be made, a replacement, online credit or a full refund will be granted.

Please note that items damaged as a result of wear and tear are not considered faulty.

Returns require up to 5 business days to be processed once received. Once a return has been successfully processed the original payment method will be refunded in full for the value of the item(s) returned, excluding any discounts or special offers received and any applicable shipping costs associated with the order.

Refunds can only be issued for full priced items and “change of mind” returns that comply with the returns policy. Once your refund has been processed, depending on your payment method, please allow up to 3 business days for the funds to appear back into your account. Ngali does not offer refunds on any promotional items.

Should your return not be approved for a refund, you will be contacted by Customer Care.

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