Question 1

Made to Order

Accepted Answer

01Made to Order — Change of MindImportantInnasya garments are made to order and handmade by hand. We do not accept returns or issue refunds for change of mind, incorrect size selection, or a change in personal preference.Because each piece is created specifically for you at the time of purchase, we are unable to resell returned garments. We strongly encourage you to:Review the Size Guide carefully before orderingContact us at contact@innasyamackenzie.com with any sizing questions before placing your order — we're always happy to helpCheck all product details, images, and descriptions thoroughly before checkoutIf you are unsure about sizing, we recommend reaching out to us directly. We offer custom sizing on request and would rather take the time to get it right than have you receive a piece that doesn't fit perfectly.

Question 2

Faulty Items

Accepted Answer

02Faulty or Damaged ItemsWe take great pride in the quality of every Innasya piece. Each garment is thoroughly inspected before it leaves our studio. However, in the unlikely event that your order arrives with a fault or damage, we will make it right.What qualifies as a faultStructural defects in stitching or constructionFabric flaws not visible in product imageryMissing components (e.g. a bow, lining, or closures) as described in the product listingA garment significantly different from what was described or shown
How to report a fault:Contact us within 7 days of receiving your order at contact@innasyamackenzie.com with your order number, a description of the issue, and clear photographs showing the fault. We will assess your claim and respond within 2–3 business days.Resolution optionsDepending on the nature of the fault and your preference, we will offer one of the following:Repair — where the fault can be professionally remediedReplacement — a new piece made to the same specificationRefund — a full refund to your original payment methodWe will cover all return shipping costs for faulty items.

Question 3

Exchanges

Accepted Answer

03ExchangesGiven the handmade, made-to-order nature of Innasya garments, exchanges are not available as a standard offering.In exceptional circumstances — such as a significant sizing discrepancy caused by an error on our end — an exchange may be considered at our discretion. To request an exchange consideration, please contact us within 7 days of receiving your order with full details of the issue.Our Recommendation: If you have any doubt about sizing before you order, please reach out before purchasing. We are always happy to advise on fit, take note of your measurements, and ensure your piece is made to flatter your specific body.

Question 4

Custom Orders

Accepted Answer

04Custom OrdersCustom orders — including bespoke sizing, colour variations, or design modifications — are non-refundable once confirmed and production has commenced.Before a custom order is finalised, you will receive written confirmation of all agreed specifications. It is your responsibility to review and approve these details before work begins. Once confirmed:No changes to the design or specifications can be accommodatedNo refunds will be issued for change of mindFaulty item provisions still apply in full (see Section 02)For custom sizing requests, please contact us before placing your order. Do not select a standard size and then request modifications — this may result in your order being processed under our standard (non-custom) terms.

Question 5

Magazine Orders

Accepted Answer

05Innasya Magazine OrdersDigital IssuesAll digital magazine purchases are non-refundable. Due to the nature of digital goods, once a file has been delivered or accessed, we are unable to issue a refund.Print IssuesPrint copies of Innasya Magazine may be eligible for a refund or replacement if:The copy arrives damaged in transitPlease contact us within 7 days of receiving your print copy with photographs of the damage or fault. We do not accept returns of print issues for change of mind.

Question 6

Shipping Damage

Accepted Answer

06Items Damaged in ShippingEvery Innasya order is packaged with care in our signature presentation packaging, designed to protect your piece during transit. In the event that your order arrives damaged due to shipping:Please photograph the outer packaging and the damaged item before handling furtherContact us within 48 hours of delivery at contact@innasyamackenzie.comWe will lodge a claim with the courier on your behalf and arrange a replacement or refundPlease Note: All Innasya orders are sent with tracking. We are not responsible for items lost or delayed due to incorrect address information provided at checkout. Please double-check your shipping details carefully before placing your order.

Question 7

How to Lodge

Accepted Answer

07How to Lodge a ClaimTo lodge a refund, return, or fault claim, please follow these steps:Contact us first — email contact@innasyamackenzie.com with your order number and a description of the issue. Do not return any item without prior approval.Include photographs — clear images of the fault, damage, or issue are required for all claimsWait for our response — we will assess your claim and respond within 2–3 business days with our proposed resolutionReturn the item — if a return is approved, we will provide you with a prepaid return label and instructionsResolution — once the returned item is received and inspected, your refund, repair, or replacement will be processed promptly
Unauthorised Returns: Items returned without prior written approval will not be accepted and will be returned to sender at the customer's cost. Please always contact us first.

Refund Policy

POLICIES

Please read this policy carefully before placing your order. We want you to shop with complete confidence.