We want you to love every INALA piece. If something didn't work out the way you hoped, here's how to make your exchange or return, depending on where you're located.

🌍 International

For orders outside Ecuador, we only accept returns. If you'd like a different item, simply return your order and place a new one on our website.

• You have 15 days from the moment you receive your order to start your return.
• The item must be unworn, in perfect condition, and with tags attached.
• Return shipping costs, along with any customs duties or import taxes, are covered by the customer.

To start your return, message us on WhatsApp at +593 0969 0969 11 or email us at hello@weareinala.com, with your order number (found in your order confirmation email) and the reason for your return.

Exceptions

We don't accept returns on sale items or gift cards.

Factory Defects

If your item arrived with a factory defect or you received the wrong item, reach out as soon as you receive it so we can fix it.

🇪🇨 Ecuador

Exchanges

We accept exchanges within 8 days of delivery, as long as the item is in perfect condition, unworn, and with tags attached.

To start your exchange, message us on WhatsApp at +593 0969 0969 11 with your order number (found in your order confirmation email) and the exchange you'd like to make. Our team is happy to help you find the right size.

Returns

We accept returns within 8 days of delivery, under the same conditions: unworn, in perfect condition, and with tags attached.

To start your return, message us on WhatsApp at +593 0969 0969 11 with your order number (found in your order confirmation email) and the reason for your return.

Getting your item to us

You have two options:

• Ship it to us via courier to our pickup point on Gonnessiat street, Quito. The cost of this shipment — and the return shipment, in the case of an exchange — is covered by the customer.
• Drop it off yourself at our pickup point on Gonnessiat street, Quito. For exchanges, our team will coordinate, so you can pick up your new item at the same time. 

IMPORTANT: We can't accept any item at our pickup point unless it's been approved beforehand by our customer care team via WhatsApp.

Exceptions

We don't accept exchanges or returns on sale items or gift cards.

Damages and factory issues

Please check your order as soon as it arrives. If your item arrived defective or you received the wrong item, reach out right away so we can look into it and make it right.

Purchased through a retail partner

If you bought your INALA piece at a physical store — like The Designers Society or another stockist — your exchange or return needs to be handled directly with that store, since they manage their own policies independently. Our team can only process exchanges and returns for orders placed directly with us, whether through our website or via chat.

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Have questions about your order? Message us on WhatsApp at +593 0969 0969 11 — we're happy to help.