We want you to enjoy your order. That’s what it was created for. This next section is to cover the legalities and define your rights as a consumer and to protect us as a business.
Not everyone will have the same definitions of fair, but we have tried to cover everything so there are no surprises and so you can refer to this page if you have any questions or concerns.
You can also contact us via our contact page on our website, through Facebook or Instagram.
Thank you for shopping at www.loveandlukaclothing.com
For orders under $100:
-Standard shipping within Australia flat rate $10.
-Express shipping within Australia flat rate of $15.
For orders over $100:
-Free express shipping.
For orders outside of Australia, please contact us at firstname.lastname@example.org for details.
*Standard shipping delivery is estimated between 2-10 business days.
*Express shipping delivery is estimated between 1-3 business days.
*Delivery is stated in BUSINESS days, and Express Delivery orders must be placed BEFORE 4PM AEST.
^Please note: Love& Luka Clothing is not responsible for any delays caused by Australia Post, especially during high volume seasons.
^Please note: Express delivery is only available in postcodes covered by Australia Post Express Delivery.
^Please note: Express Shipping is a fast shipping method only. We do our best to process and post orders same day but at our busiest times, processing of orders may take between 1 – 4 business days. We appreciate your understanding.
*Shipping offers may be subject to change at any time*
*Once your order has left our warehouse, it is in the hands of the delivery company. Any delays caused by the delivery company are outside our control. Expected shipping times are an estimation given to us by the delivery company, and may vary depending on locations.
TRACKING YOUR ORDER
Once your order has been dispatched, you should receive an email from Australia Post with the tracking details if you provided your email at time of order. Otherwise, you can track your order through the Australia Post website with your tracking number.
Please allow up to 24 hours for your tracking information to show.
If you have any concerns or excessive delays regarding your order, please contact us at email@example.com for assistance.
For your convenience, all parcels delivered are tracked and a record of proof of delivery noted by Australia Post. We will also request an email address from you at the time of order so that you can be updated via email of your orders status by Australia Post.
This means, you are welcome to request signature on delivery postage otherwise Australia Post will determine if there is a safe place for the parcel and it will be left at the address provided. Australia Post will record a proof of delivery in this instance.
So, there’s no need to scramble to your local post office if you miss the delivery man.
Any orders that are reported ‘missing’ or as ‘not delivered’ by a customer, we will contact Australia Post on your behalf and lodge a full investigation requesting proof of delivery and tracking information. If it is determined the postage has been delivered, then Love& Luka Clothing cannot take any further responsibility if a signature delivery service was not requested at time of checkout, and it has been determined by Australia Post with evidence provided of the orders delivery to the right location (as provided by the customer at checkout).
If you have any further questions or concerns please email us at firstname.lastname@example.org
CHANGE OF MIND / EXCHANGES / RETURNS
Love& Luka Clothing have put every effort into creating innovative products of quality and purpose for their customers. And our customers satisfaction is paramount.
Each item has been quality control checked prior to being shipped out.
If you are not satisfied with your purchase:
- The item does not fit,
- You are not satisfied with the quality,
- Or, you have simply changed your mind,
Please contact us at email@example.com within 48 hrs of the delivery to allow us to rectify this problem for you.
If the product/s meet these requirements:
– The item is unworn and in original condition with all the tags attached,
– The item has absolutely no marks or stains (including makeup, tan, discoloration, deodorant, food or stains of any kind),
– Nothing that will prevent the re-sale of the product,
– The item is returned to us within 14 days from delivery.
On return, the products will be assessed, and if they meet the above requirements, are in re-saleable condition, a store credit will be issued for the purchase price paid for the product(s) less delivery.
^Please note: If the shipping delivery fees have been paid by Love& Luka Clothing, for example, as part of a promotion or if an order over the threshold was placed to qualify for free shipping and the number of items returned due to the above would otherwise not qualify the customer for free shipping, then the cost of flat rate shipping will be withheld from the store credit issued.
^Please note: all return shipping costs need to be covered by the customer except in cases where the item is confirmed to be faulty by our team.
We treat every order with absolute care and quality check each product at time of packing to ensure our high standards are met. However, in the unlikely event of an item being delivered faulty or not as advertised please email us at firstname.lastname@example.org within 48hrs of receiving your order.
We will require photos of the fault and a description.
Once we receive this, we will be in touch with further instructions on how to return the item back to us.
Once we receive the physical item back to us, we will assess it and if it is deemed a manufacturing fault at time of assessment based on the physical garment, description and photos provided, you will be given the option of a refund, exchange or store credit for the value of the product and shipping if applicable*.
*(If one item from an order of multiple items purchased is deemed faulty, the initial shipping cost will not be refunded. If only one item was purchased along with shipping by the customer, then the cost of shipping of that one faulty item will also be refunded).
Any product tampered with to produce a fault will not be accepted and will void the refund/credit note/exchange policy.
^Please note: All return shipping costs need to be covered by the customer except in cases where the item is confirmed to be faulty by our team then we will cover the cost of the return.
^Please note: Once your refund has been approved and a notification sent to you, it may take up to 5-7 business days for the funds to appear in your account. So please be patient. If your refund has taken longer than this, please contact us at email@example.com so we can investigate the cause of the delay and make every effort to rectify immediately.
^Please note: Any items purchased from the Outlet section or otherwise (as noted in their product description as final sales) will describe any known faults or discrepancies in their description and therefore are final sales and no refund, exchange or credit note policy will apply to these purchases. Fulfilling a purchase in these circumstances, you have agreed to these conditions of final sale).
We do not offer refunds for change of mind or wrong size choice; however, we can provide you with a credit note equivalent to the price of the item(s) you purchased *Please see above* Or an exchange.
Should our return policy not have been honored, the item will be sent back with charges payable by the customer.
Final Sale Items cannot be returned. Any Final Sale Items which are returned will be refused upon delivery and returned to sender.
Any product tampered with to produce a fault will not be accepted and will void the refund/ credit note/exchange policy.
All return shipping costs need to be covered by the customer except in cases where the item is confirmed to be faulty via manufacturing by our team.
Please contact us at firstname.lastname@example.org within 48hrs of receiving your order for any change of mind/exchange/refund concerns.
Thank you for shopping at www.loveandlukaclothing.com