What is your return policy - the short version?
Holla at us within 14 days of delivery, and have your proof of purchase ready. We’ll happily accept full price items in original condition, and will issue you a credit note which you can use in-store or online. Make sure to check out the deets below as there are some conditions to this. Not heaps, but some.
Something I ordered arrived damaged and I’m RAGING!
Oh no! Contact us right away via firstname.lastname@example.org.
Can I return/ exchange an online order in store?
Sometimes! You will need to email email@example.com prior to coming into store so we can best assist you with your return.
What if my return is late?
Any returns received at The Lair outside the 14 days from the purchase/postage date are ineligible for return and will be held upon receipt at The Lair. We will be in contact to organise shipping back to you at your cost.
What if I need to exchange something for a different size or colour?
Easy! Contact us as soon as possible as often we’ll be able to hold a size/ colour for you. You will need to follow the process to return the original item(s) and place a new order. We can help with this!
How long will my return take?
Once we receive your return, please allow 5 business days for your return to be assessed and processed. We will be in contact to let you know your return, credit, or refund options. Once a purchase has been refunded our team will send you an email so you know it’s on the way. Keep in mind that we do not offer cash refunds.
We are happy to accept returns for full-price products at any time in the first 14 days of purchase/ postage date with proof of purchase. We will issue you a credit note for the price of the style which has a 12 month expiry, and can be used in store, or online. All returns must be in original condition, unworn with swing tags attached and returned within 14 days from the order date. Please note that there are no refunds for a change of mind purchase and that lingerie, swim, pierced jewellery, and sale items are final sale.
Please choose carefully when purchasing custom made, monogrammed, personalised, or altered products as change of mind returns are excluded for these items.
Swimwear and Lingerie
For all swimwear and lingerie, customers must try on items wearing undergarments. If returned, the protective hygiene strip must remain in place and will not be accepted if removed or altered, or the item otherwise shows signs of wear.
Please try on shoes on soft surfaces before they are worn generally. We do not accept shoes returned with sole markings or scratches. Please ensure shoes are returned with original shoebox.
All purchase on pierced earrings are final sale. We will not accept returned pierced jewellery due to hygiene reasons.
Gift Vouchers may not be returned and are valid for 1 year from the date of issue. Gift Vouchers are valid for use online and in Lair stores nationally.
No refunds or exchanges on sale items unless faulty or required by law.
If you believe you’ve received a faulty item, get in touch via email at firstname.lastname@example.org with your contact details, and description of the fault. Please include proof of purchase/ order number, and any photos of the fault. We will respond to your email and work on getting a solution for you as soon as possible so that your claim may be submitted and assessed.
Where a failure does not amount to a major failure, The Lair is entitled to choose between providing you with a repair, replacement, or other suitable remedy under Australian Consumer Law.
How to Make a Return
Contact us via email@example.com with the item you’d like to return, contact details, and proof of purchase. We will provide you with a Return Number and instructions on how to send back your order. There are no additional fees for returning a change of mind purchase.
If you are returning an item due to a change of mind, make sure the item is in the same condition you received them in with all tags attached. Items can not be worn, washed, or altered in any way. Failure to comply with these requirements will cause your refund to be rejected and returned to you at your cost. Once your returned item has been received, you will be notified by email that your item(s) have been received and is to be assessed.
For a return where a garment has been assessed by The Lair, or relevant brand, as being faulty, is not of acceptable or merchantable quality, is not fit for a particular purpose, does not match the description of the product, or does not match the sample of the product, we will be in contact to organise a refund for the full purchase price of the returned item(s).
Unless the garment is deemed to be faulty, in the event that the returned garment has been assessed as being worn, damaged, altered or has had tags removed, or has been returned outside of the stipulated timeframe, The Lair will be unable to process your return and will contact you advising you of this. At this time we will provide you with options regarding returning the garment or garments to you at your cost.