Customer Care - FAQ's
HOW DO I REACH THE LAIR?
For all questions and enquiries, you can email us at firstname.lastname@example.org or call us on 0412 470 930.
Our customer care team is available business days between 10 am - 5 pm AST.
Though we endeavour to get back to you as quickly as possible, please allow up to 24 hours for a response while we work through our enquiries. If there is anything urgent, please do not hesitate to call.
Please note - during holiday periods, your enquiry may take slightly longer than usual to respond to.
WHEN WILL MY ORDER BE SHIPPED?
Domestic orders made before 10 am AEST are dispatched the same day. International orders are processed within 24 hours. The Lair ships using Shippit for all domestic orders and DHL for all international orders.
Please note - delivery times may be extended during sale and busy periods, and public holidays.
WHAT PAYMENT METHODS DO YOU ACCEPT?
The Lair accepts American Express, Visa, MasterCard & Afterpay. You can pay in-store, online or over the phone.
HOW DO I PROCESS A RETURN?
Please lodge your requests online here.
Follow the steps online to request your return. Once your return has been created, you will receive an email detailing how to send your item/s back to us.
The Lair is not liable for the loss or damage of garments in return transit. We recommend using a trackable delivery method and keeping note of your tracking number.
Return shipping and any reverse duties are the responsibility of the customer.
CAN I RETURN AN ITEM PURCHASED ON SALE?
Sale items cannot be returned for a credit note, refund or exchange unless the goods are faulty.
For any further information on returns and sale items, see our returns FAQs or contact our customer care team at email@example.com
DOES THE LAIR PRICE MATCH?
Should you find the same product and size available at a lower price, The Lair will happily match the price. Please contact our customer care team at firstname.lastname@example.org for any price-match enquiries.
SOLD OUT/UNAVAILABLE ITEMS
Should you have an enquiry about an item that is sold out or unavailable on our website, please get in touch with our customer care team at email@example.com and we will endeavour to attain the product you require.
WHAT IS A PRE-ORDER?
Pre-order is an order made by the customer, for a style that will be available to ship at a later date. Once a pre-order purchase is made, our team will get in touch with the ETA and shipping details. If you have any enquiries regarding pre-order, please contact our customer care team at firstname.lastname@example.org.
HOW DO I PURCHASE A GIFT CARD?
Gift Cards can be purchased at www.thelair.com.au or instore.
Gift Cards expire 3 years from the date of purchase.
For further assistance placing an order for a Gift Card please contact our Customer Care team by emailing email@example.com or calling us on 0412 470 930.
HOW DOES THE LAIR PRACTICE SUSTAINABILITY?
The Lair is committed to the highest ethical standards in all aspects of the business and in-house products. We work with suppliers and vendors who we believe in and share our commitment to sustainability, accountability and transparency.
The Lairs in-house leather collection is designed and manufactured in Newcastle, Australia. The leather is sourced from tanneries in Italy and New Zealand, which use the hide of animals that have been formerly utilised for their meat or the meat industry. In this early stage, this becomes the use of bi-product material, meaning nothing is wasted.
The Lair uses certified commercially compostable post bags that carry the AS 4736 certification for Industrial Compostability.
HOW DO I CARE FOR MY LEATHER GOODS CRAFTED BY THE LAIR?
The Lair product is the result of standardised design, consistency & craftsmanship. Our artisan team use high-quality hardware and materials to bring each and every Lair design to life. With proper care, your leather pieces from The Lair will last you a long, long time.
We recommend using a protective spray and/or natural leather conditioning cream to help extend the life of your Lair leather product. For cowhide or suede, a waterproofing spray can also add an extra layer of protection. If your leather gets wet, let it dry at room temperature.
If you would like any extra tips on how to care for your leather goods, contact our customer care team at firstname.lastname@example.org
IS THERE A WARRANTY ON THE LAIR PRODUCT?
Yes! The Lair offers a 12-month warranty on leather and hardware. This warranty applies to products used under normal conditions and for the purpose intended. Keep in mind, general wear and tear are to be expected (and celebrated) over the lifetime of your product.
All items will need to be assessed by our production team. The Lair will cover/reimburse postage costs if the item is deemed faulty. Our team will keep you updated through this process.
In the unlikely event that you have a defect in material that will affect the structural integrity of the product within its warranty period, The Lair will repair the product. If the item is deemed unrepairable, we will organise a replacement.
For any warranty or customer care enquiries, contact our customer care team at email@example.com.