All returns must be received by us within 14 days for refund or within 30 days for exchange or issue of store credit.
No returns will be accepted after expiry of 30 days period.
All returned items must be in original packaging, unworn, unwashed, unsoiled, undamaged, with all tags attached to be accepted for refund, issue of store credit or exchange.
Return form must be attached to all returns. If you are returning multiple items, separate form must be used for each item.
Customer is responsible for paying for postage when returning goods. We recommend using registered post as we do not accept responsibility for any item either lost, stolen, misplaced or damaged in transit.
We will not accept any customs duty or freight charges for international returns. Any expenses incurred by us as a result of such return will be deducted from amount of refund or store credit.
We do not accept returns on clearance items discounted by 40% or more.
We do not accept returns on any kind of underpants, including briefs, g-strings, shorts and open variety, as well as all Lola Luna products for hygienic reason, so please choose carefully.
Returns that do not meet all requirements of our return policy will be rejected and sent back at customers’ expense.
Free Exchange Within Australia
We provide free exchange for customers in Australia. We do not charge you for postage when we send any item to you in exchange for returned item.
Free exchange is limited to the first time only for each item. All subsequent exchanges will incur a postage fee.
Please note that to be eligible for free postage, the number of exchange items may not exceed the number of items returned.
If the price of exchange item is higher than the price of the item you purchased, the difference will be applied as a store credit. If the price is lower, you will have to pay the difference before new item can be sent to you.
If the exchange item is on sale at the time of the exchange but was not discounted at the time of the original purchase, full merchandise price will be applied to that item.
All goods are subject to availability. It is recommended that you check if the item is in stock before requesting an exchange. If the item is not in stock and not available for reorder, we will contact you to discuss alternative options.
We only can provide free exchange within Australia. International customers will have to pay normal postage rate according to our schedule.
Refunds and Store Credits
You can request a refund within 14 days of despatch. Return your item back to us with completed return form attached.
All refunds will be processed back to your credit card or PayPal account, or sent by cheque, depending on the method of payment you used. Please allow up to 28 days for refund to be processed.
Store credit may be issued for items returned no later than 30 days from the date of despatch.
Postage charges are not refundable and will be deducted from the amount of refund or store credit. If returned items were posted free of charge or if the charge was below cost, we will deduct the postage fee according to Australia Post pricing schedule.
Refunds are subject to administration fee equal to 5% of total amount of returned merchandise. Administration fee is NOT charged for issue of store credit.
Gift certificates are not subject to refund.
Please contact us before returning any item.
Download Return Form (pdf)