RETURNS, EXCHANGES + REFUNDS POLICY
Please choose carefully when purchasing custom made, monogrammed, personalised, or altered products as change of mind returns are excluded for these items.
SWIMWEAR + 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 remedies 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.
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. We recommend sending your items with tracking so that you can keep tabs on when your item arrives at The Lair. 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.