FAQs

Return

At Aqilla, we design our pieces with care and want you to feel confident in every purchase. Please review the policy below before submitting a return or exchange request.

Return Eligibility

Returns or exchanges must be requested within 14 days of delivery. Items must be unworn, unwashed, and with original tags attached. Items showing signs of wear, washing, damage, or missing tags are not eligible and will be sent back to customer.

Customers who purchase Protect Plus at checkout receive: Refunds to the original payment method, Free exchanges, Package protection against loss or damage, Priority customer support.

Refunds for Protect Plus orders will be issued once the item passes warehouse inspection. Return shipping is covered under Protect Plus benefits. To initiate a return or exchange, please visit:

RETURN PORTAL

For orders without Protect Plus:

Returns are issued as store credit (+10% bonus) Exchanges are available, subject to stock availability. Refunds to original payment are not available. Store credit never expires and can be used toward any future purchase. To initiate a return or exchange, please visit:

RETURN PORTAL

If your item arrives damaged or defective, please contact support@aqilla.co within 14 days of delivery. Approved claims may receive: A replacement, Store credit (+10%), Refund to original payment method

All returns are inspected upon arrival at our warehouse. Please allow 4–5 business days after receipt for processing. Once approved, refunds or credits will be issued automatically

To initiate a return or exchange, please visit:
RETURN PORTAL

If you have any questions, our support team is happy to help.

Items marked Final Sale are not eligible for return or exchange unless they arrive damaged or defective.

Customers are responsible for any taxes, duties, or customs feesincurred on returned item

Shipping

Orders are typically processed within 1–3 business days after they are placed. Once your order has been processed and packed, you will receive a shipping confirmation email with tracking information.

Please note that processing times may be slightly longer during high-volume periods, product launches, or promotional events.

Orders placed on weekends or holidays will begin processing the next business day.

Please note: Items marked as pre-order do not fall under this processing timeline. Pre-order items are shipped once the inventory arrives at our warehouse and completes quality control. Estimated fulfillment windows for pre-order items are listed on the product page and in our Pre-Order Policy.

After processing, shipping times typically range from:

Standard Shipping (U.S.): 3–7 business days

Expedited Shipping: 2–3 business days

Shipping times may vary depending on carrier delays, weather conditions, or high shipping volumes, which are outside of our control.

Items listed as pre-order follow a different shipping timeline. Please refer to the Pre-Order Policy section for estimated shipping windows.

Once your order ships, you will receive a tracking number via email.

Please allow 24–48 hours for the carrier to update tracking information after the label has been created.

If you have not received tracking information after your order has shipped, please contact our support team at support@aqilla.co.

While we work hard to ship orders quickly, delays may occur due to:

• Carrier delays
• Weather disruptions
• High demand during launches or promotions
• International shipping processing

Once an order has been shipped, Aqilla is not responsible for delays caused by the shipping carrier.

Please ensure your shipping address is entered correctly at checkout.

If an order is returned to us due to an incorrect or incomplete address, the customer will be responsible for the cost of reshipping the package.

Orders cannot always be modified after they have been placed.

Aqilla is not responsible for lost or stolen packages once they have been marked as delivered by the carrier.

If your package shows as delivered but cannot be located, we recommend:

• Checking with neighbors or household members
• Contacting the carrier directly
• Checking your local post office or delivery hub

Once your order ships, you will receive an automated email confirmation that includes your tracking number and shipping details.

Please note that it may take up to 24 hours for the carrier to scan and update tracking information after the label has been generated.

Exchange delivery times may vary depending on location. We strongly recommend using a trackable shipping service and/or purchasing shipping insurance. Aqilla is not responsible for lost or unreceived return shipments.Once an order is marked as “Delivered” by the carrier to the address provided at checkout, the order is considered fulfilled. Claims of non-receipt must be reported to Aqilla within 48 hours of the delivery confirmation so we may assist with carrier investigation when applicable. Chargebacks filed for “Product not received” without prior contact to Aqilla support may be contested with delivery confirmation and policy documentation.

Pre-Order

Certain products on our website are offered as pre-order items, meaning they are not currently in stock and are produced in limited batches due to high demand.

When purchasing a pre-order item, you are reserving inventory from an upcoming production batch. Because of this, pre-order items follow different fulfillment timelines than in-stock items.

Estimated shipping windows are provided on the product page when applicable.

As a growing brand, we occasionally release products on a pre-order basis due to high demand for certain styles and colors. This allows customers to reserve items from upcoming production runs that may otherwise sell out quickly.

Pre-orders also allow us to operate more sustainably and responsibly. By producing based on real demand, we help reduce overproduction and excess inventory, which supports our commitment to minimizing waste and being mindful of our environmental impact.

Some Aqilla products are offered as pre-order items due to extremely high demand.

How Pre-Orders Work

Pre-order items are clearly marked in the product description along with an estimated fulfillment window. By purchasing a pre-order item, you agree to the stated fulfillment timeline at checkout. Pre-order items are reserved exclusively for you and fulfilled once the next production batch arrives. Fulfillment timelines are estimates and may vary by 1–5 weeks due to manufacturing or shipping conditions.Orders containing both in-stock and pre-order items may ship separately.

Because Aqilla is a small, self-funded brand and pre-orders allow us to manage production accurately: Refunds are not permitted for pre-order items before the listed fulfillment date. Refund requests will only be reviewed after the estimated fulfillment date has passed. Cancellations are not allowed prior to the fulfillment date. If you prefer not to wait, store credit or an exchange may be requested.

By completing a pre-order purchase, you acknowledge and agree that: You understand the item is a pre-order. You accept the estimated fulfillment timeline listed on the product page. Refunds will only be reviewed after the fulfillment date has passed. Pre-order purchases constitute acknowledgment of delayed fulfillment. Disputes related solely to fulfillment timing prior to the estimated ship date are not considered valid grounds for chargebacks under card network guidelines

By completing a purchase with Aqilla, you agree to the following: Filing a chargeback for an order that has been successfully delivered constitutes a breach of our terms. Aqilla reserves the right to submit proof of delivery, address verification, IP address logs, and transaction records to financial institutions. Chargebacks filed after confirmed delivery without return authorization may be considered fraudulent disputes. Unauthorized chargebacks may result in: Account suspension or permanent ban from future purchases

-Refusal of future service

-Recovery or collection actions

-Reporting to fraud prevention networks

Chargebacks filed outside the stated return window or without return authorization may be contested as invalid.

Orders marked as “Delivered” by the carrier to the address provided at checkout are considered fulfilled. Aqilla is not responsible for disputes arising after confirmed delivery.

In cases where payment is reversed after fulfillment, Aqilla reserves the right to pursue recovery of the unpaid balance through lawful means, including documentation with financial institutions and third-party recovery options.

Customers agree to contact Aqilla support prior to initiating any payment dispute so we may attempt to resolve the matter directly. All returns, exchanges, and support inquiries must be submitted to: support@aqilla.co Please include your order number in all correspondence.Due to high inquiry volume, please allow 4–6 business days for a response.