Welcome 💌
Customer Service
Email: inna.au.official@gmail.com
RMB Payment
WeChat ID: INNA1413 (For RMB payments only — not monitored for customer service inquiries)
Shipping Policy
Order Processing Time
• INNA Collections: Orders are processed and prepared for dispatch within 3 business days.
• Vietnamese Designer Collection: Items from this specialized collection require additional sourcing/prep time and are processed within 5–7 business days before dispatch.
Shipping Rates & Estimated Delivery Times
- Free Shipping Threshold
• Free Global Shipping on all orders over $150 AUD (approx. $100 USD).
• A flat rate shipping fee of $18 AUD applies to orders under $150 AUD. - Delivery Timelines (After Dispatch)
• INNA Collections: Estimated 7–10 business days delivery worldwide.
• Vietnamese Designer Collection: Estimated 10–15 business days delivery.
(Note: If your order contains items from both collections, they may be shipped separately or arrive according to the longer estimated timeframe.)
Our Carrier Partners
We partner with reliable regional logistics services to ensure safe delivery:
• Australia: Australia Post
• United States: UPS
• United Kingdom: Royal Mail
• Rest of the World: Regional Postal / Local Couriers
Express Delivery (DHL Express)
Need your order urgently? We offer expedited global shipping via DHL Express.
Please contact us at [your-email@example.com] before or immediately after placing your order to request an express shipping quote.
Customs, Duties & Taxes
International shipments may be subject to local import duties and taxes upon arrival in the destination country. These charges are determined by local customs and are the responsibility of the recipient.
Delivery times are estimates only and may be affected by unforeseen delays such as customs clearance, weather conditions, or local holidays.
Return & Exchange Policy
Non-Returnable & Final Sale Items
For hygiene reasons, third-party sourcing constraints, and clearance rules, the following items are Strictly Final Sale and cannot be cancelled, returned, or exchanged:
• Swimwear, Lingerie, and Sleepwear
• Non-INNA Branded Products (including third-party and Vietnamese designer partner collections)
• Sale and Promotional Items
Please note that order cancellations or returns are NOT accepted due to delivery timeframes. We kindly ask that you plan your delivery time carefully before placing an order.
Returns & Exchanges (INNA Apparel Only)
For regular INNA branded apparel (excluding swimwear, sleepwear, lingerie, and sale items), we accept return or exchange requests within 7 days of delivery under the following conditions:
• Items must be unworn, unwashed, undamaged, and in their original packaging with all tags attached.
• Return shipping costs for non-quality-related returns or exchanges are the sole responsibility of the customer.
• Arrangements and return approvals must be made with our customer support team in advance.
Quality Issues & Damaged Items
We strictly inspect all items before dispatch. If you receive an item with a manufacturing defect or quality issue:
• Please contact our customer service team at inna.au.official@gmail.com within 7 days of delivery with your order number and clear photos of the issue.
• Upon verification, we will prioritize sending a free replacement for the item. If a replacement is out of stock or unavailable, a full refund will be provided.
Shipping & Unclaimed Packages
All orders are shipped with tracking numbers provided upon dispatch.
• Customers are responsible for monitoring their shipment using the provided tracking link.
• INNA is not responsible for lost or missing parcels caused by uncollected packages or delayed tracking oversight by the recipient.
• If a parcel is returned to us due to non-collection or an incorrect shipping address provided by the customer, the customer will be required to cover the re-shipment fee. Original shipping fees are non-refundable.