Refund policy

14 days change of mind return policy

When you shop with Lady L, you enjoy confidence! We have a 14 days change of mind return policy, which means you have 14 days after receiving your item to request a return. If your product is damaged you can return your order within 30 days. We ask that you must report the product as damaged within 30 days of delivery and photo evidence must be provided.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.  You’ll also need the receipt or proof of purchase. Any discounts received at the time of purchase will be carried over.

To start a return, Follow these steps when returning an item(s):

1. Email info@ladyl.com.au with a photo of the product you want to return and your order number.
2. We will provide return instructions and a return delivery address.
3. Package and return your parcel to the address provided.
4. Once received your order will be refunded.

 

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@ladyl.com.au.

Please note customers are responsible for all return shipping charges except for faulty items, or products damaged in transit. Shipping fees and taxes are non-refundable. 

 

Exceptions / non-returnable items
Certain types of items cannot be returned to the following merchandise:

• Earrings, hair pieces & brushes
  Due to hygiene reasons, earrings, hair pieces and brushes are unable to be returned for change of mind.
• Electric face devices, personal care items 
  Due to hygiene reasons, electric face devices, personal care items will only be accepted as a faulty item. 

Please get in touch at info@ladyl.com.au if you have questions or concerns about your specific item.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Simply return your items in accordance with our returns policy and place a new order.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Refund payments may take up to 7 business days to be received. Please remember it can take longer for your bank or credit card company to process and post the refund too.

*Return delays

Please be advised we usually allow 10 business days for your request to be processed by our online team from the date your return arrives back at our warehouse. Due to current government restrictions and increased return volume, our online returns team are experiencing delays, please allow an additional 5 business days for your request to be processed. You will receive an email confirmation once this has been completed. 

 

Consumer Guarantees

Our Change of Mind Policy does not affect your rights under the Australian Consumer Law and you have consumer guarantees that cannot be limited by us.  If your product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or any drop in value of the product (if you choose to keep it).

If you have purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund. Further information is available at https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund. 

Merchandise returned under consumer guarantees can be returned within a reasonable timeframe subject to proof of purchase.

Our customer service team are unable to review any worn or used items via email or phone. All items must be physically returned via mail to be processed, in accordance with the process detailed below.

Online cancellations & order amendments

You may cancel an order, or part thereof, only before an order reaches the dispatch processing stage, in this case you will receive a store credit voucher or refund in the amount you paid for the product, including shipping.  As we endeavour to send your order to you as soon as possible, which often will be within 24 hours, requests for cancellations need to be lodged as soon as practicable after ordering. Unfortunately, we are unable to cancel or make any amendments after your order is placed. Amendments may include but are not limited to:

• Change of delivery address
• Changes to colours
• Adding or removing items
• Applying discounts
• Full order cancellations

Please ensure all details provided are full and correct at the time of order placement.

 

Faulty, damaged or incorrectly described items

When returning or exchanging a faulty, damaged or incorrectly described item, we will arrange return postage on your behalf or refund postage costs upon presentation of receipt/s. This is subject to inspection by Lady L prior to sending goods back to us. Should you need further assistance regarding this process, please contact us at info@ladyl.com.au .

 

Damaged in transit
Unfortunately items are occasionally damaged in transit.

If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you're happy with. For example we may arrange to:

• Suggest a self repair (with an offer of compensation to you)
• Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
• Offer a partial or full store credit voucher or refund
• Replace the product (subject to availability)
• Arrange for the product to be returned to us or our supplier

If we require you to return the product to us, we will pay the cost of the return.

 

Wrong item delivered
Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.

Faults and Warranty Claims
Lady L warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law.

If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you're happy with. For example we may arrange one or a combination of the following:

• Send you any missing parts or components
• Suggest a method self repair (with an offer of compensation to you)
• Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
• Replace the product (subject to availability)
• Offer you an alternative product
• Offer a partial or full store credit voucher or refund

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.

This Faults and Warranties policy does not cover:

• Normal wear and tear
• Damage arising from improper assembly or modification
• Damage arising from abnormal use or abuse
• Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, jewellery or timber)
• Damage to external or product packaging only
• Damage occuring during your own handling and transportation of goods from a Click & Collect pick up location
• Insignificant minor variations in dimensions, colour, grain or finish
• Insignificant minor imperfections or superficial blemishes