RETURNS FOR A REFUND

We want you to be completely satisfied with your online purchase. If you change your mind for any reason, we’ll gladly accept a return of any full priced or discounted item(s) subject to the following conditions:

You are welcome to lodge a return request by email within 10 days of your parcel being received. Before lodging your request, please read through the conditions below to ensure your item is eligible for a return.

  • A returns request is made by email within 10 days of your parcel being received.
  • The goods are in saleable condition, the original tags must be intact
  • The goods have not been worn, damaged or washed
  • Full-priced items purchased during a promotional sale where a discount of less than 30% off has been applied at checkout (manually or automatically), are eligible for the same returns procedure as full-priced goods. Please note: No returns on item(s) purchased with a discount code of 30% off or greater.
  • All sale or outlet items are final sale unless faulty, in which case the item will be repaired or replaced. If the item cannot be repaired and a replacement is not available, a refund will be offered.

Please follow the steps below to lodge your return

If you would like to return an item(s), please ensure your item(s) and order adheres to the above terms and then follow the instructions below.

Within 10 days of your parcel being received please email hello@lylouthelabel.com with your full name, invoice number, the item(s) you wish to return and the reason for your return.

Post the item(s) back to our head office address within 5 business days of contacting us at:

Lylou the label 15 Kestrel Place, Ocean Grove, VIC, Australia, 3226

A tracking number must be provided when posting the item back to us, this can be provided to us via email. 

We will not accept responsibility of lost or damaged incoming parcels. Postage charges are the responsibility of the sender unless the garment is faulty in which case Lylou the label will cover the return postage. 

Return refunds do not include shipping charges, you will be refunded for the goods returned only. 

Upon receipt of the items, we will undergo a quality review and once cleared, you will receive a refund (excluding original shipping cost) directly to the original method of payment used for purchase.

We endeavour to process refunds as soon as they are received but please allow up to 5 business days for returns to be processed. You will receive an email notification of the status of your refund once finalised.

EXCHANGES 

If you would like to exchange an item(s), please ensure your item(s) and order adheres to the above terms and then follow the instructions below.

Within 10 days of receiving your parcel please email hello@lylouthelabel.com with your full name, invoice number and the item(s) you wish to exchange.

Post the item(s) back to our head office address within 5 business days of contacting us at:

Lylou the label 15 Kestrel Place, Ocean Grove, VIC, Australia, 3226

A tracking number must be provided when posting the item back to us, this can be provided to us via email.

Domestic orders (delivery within Australia): All exchanges receive complimentary express shipping when being sent back to you. Exchange requests are subject to items availability. To avoid disappointment, we recommend placing a new order for the item you would like to purchase and returning your existing merchandise for a full refund. Shipping charges involved with your exchange order will be refunded. 

International orders (delivery outside of Australia): We are currently unable to process exchanges through our online store for international orders. To avoid disappointment, we recommend placing a new order for the item you would like to purchase and returning your existing merchandise to our online warehouse for a full refund. Please note: returns refund do not include shipping charges, you will be refunded for the goods only.

Postage charges associated with returns and exchanges are the responsibility of the buyer for all international orders.

WHERE TO SEND YOUR RETURNS OR EXCHANGES

Lylou the label
15 Kestrel Place, Ocean Grove, VIC, Australia 3226

REFUNDS PROCESSING TIME

Refunds can take up to 5 business days to be processed once your returned item has been received – your patience is greatly appreciated. Return refunds do not include shipping charges, you will be refunded for the goods returned only. 
The original payment method will be refunded in full for the value of the item(s) for which the refund has been approved. 
Please note: we do not refund initial shipping charges for items returned, other than for faulty items. We are not liable for the loss of garments being returned. We recommend using a traceable delivery method and taking note of your tracking number.