Customer Care - FAQ's
Orders & Payment
What payment methods do you accept?
The Lair accepts American Express, Visa, Mastercard, and Afterpay. Payment can be made in-store, online, or over the phone.
Does The Lair price match?
Yes — if you find the same product and size available at a lower price elsewhere, we will happily match it. Please contact our team at hello@thelair.com.au with the details.
What is a pre-order?
A pre-order is a purchase made for a style that will ship at a later date. Once your pre-order is placed, our team will be in touch with an estimated arrival and shipping details. For any pre-order enquiries, please email hello@thelair.com.au.
Can I purchase a sold-out item?
If an item is sold out or unavailable online, please contact our customer care team at hello@thelair.com.au and we will do our best to source it for you.
How do I purchase a gift card?
Gift cards are available to purchase online at thelair.com.au and in-store. Gift cards are valid for three (3) years from the date of purchase. For assistance, please email hello@thelair.com.au or call us on 0412 470 930.
Returns & Warranty
How do I lodge a return?
Please submit your return request via our returns portal. Once your return has been created, you will receive an email with instructions on how to send your item/s back to us.
- The Lair is not liable for loss or damage of items during return transit.
- We recommend using a trackable delivery method and retaining your tracking number.
- Return shipping costs and any reverse duties are the responsibility of the customer.
Can I return a sale item?
Sale items are final and cannot be returned for a credit note, refund, or exchange unless the item is deemed faulty. For further information, please see our Returns page or contact hello@thelair.com.au.
Is there a warranty on The Lair products?
Yes. The Lair offers a 12-month warranty on all leather goods and hardware. This warranty applies to products used under normal conditions and for their intended purpose.
General wear and tear is expected over the lifetime of your product and is not covered under warranty. All items will be assessed by our production team. If an item is deemed faulty, The Lair will cover postage costs. Where possible the item will be repaired; if deemed unrepairable, a replacement will be arranged.
For warranty enquiries, please contact hello@thelair.com.au.
Product Care & Sustainability
How do I care for my leather goods?
The Lair's leather pieces are crafted from high-quality materials and hardware. With proper care, they will last for many years. We recommend:
- Applying a protective spray and/or natural leather conditioning cream regularly.
- For cowhide or suede, using a waterproofing spray for an extra layer of protection.
- Allowing leather to dry naturally at room temperature if it becomes wet — never use direct heat.
For additional care tips, contact hello@thelair.com.au.
How does The Lair approach sustainability?
The Lair is committed to the highest ethical standards across all aspects of the business. We work with suppliers who share our values of sustainability, accountability, and transparency.
Our in-house leather collection is designed and manufactured in Newcastle, Australia. The leather is sourced from tanneries in Italy and New Zealand, using hides from animals previously utilised in the meat industry — meaning nothing goes to waste.
Our packaging uses certified commercially compostable post bags, carrying the AS 4736 certification for industrial compostability.