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Returns/Exchanges
If you have an issue with your order or would like to return or swap and item please contact us on either our Facebook page through private message at https://www.facebook.com/laceylaneshop/ or via email at hello@laceylane.com.au
If you have a faulty Lacey Lane item, please send photos of the fault to hello@laceylane.com.au with your order number and full name
The return address for Lacey Lane is:
Lacey Lane Returns
1/555 Gympie Road
Lawnton QLD 4501 Australia
Our Returns & Exchanges Policy
Online Purchase/s:
Lacey Lane is happy to refund/ exchange/ credit products purchased from laceylane.com.au as per the terms and conditions.
STRICTLY no refunds or exchanges on Mystery boxes or sale items.
Terms and conditions are as follows:
- All purchases made online must be refunded/ exchanged/ credited via customer service online only. Online purchases can be refunded in-store and will ONLY be refunded by the payment for purchase.
- proof of purchase must be able to be shown to process a return
- products must be unworn, unwashed, with tags attached (Lacey Lane reserves the right to refuse a product if Lacey Lane deems the product conditions are not met)
- for an exchange product the sender must post back the product at their own expense with a return self addressed pre-paid satchel within the 14 days of receiving the item to qualify for a change of mind exchange/ refund/ credit.
- Lacey Lane will only refund/ exchange/ credit for products bought directly through Lacey Lane online within a 30 day period.
- Lacey Lane will refund onto the original payment method only (if you purchased the item with a gift card, you will be refunded back onto the gift card e.g.)
- In the odd chance you receive a faulty product in your order, Lacey Lane will refund/ exchange/ store credit your product within the 30 days of purchase.
- If you wish to return a Lacey Lane item please send an email or Facebook message and we will return your email/ message with all the information you need to process your return smoothly
- PLEASE NOTE: If you make a purchase using a rewards discount code ($50.00) and then wish to return your item, any item in which has used rewards to be purchased is eligible for an exchange only. If the item falls below the rewards discount and exchange is only valid. If an exchange item is not available, rewards points will be added back to the customer's account. Products that wish to be returned that fall below the $50.00 rewards discount will not be credited via points.
In-store Purchase/s:
Lacey Lane is happy to refund/ exchange/ credit products purchased from Lacey Lane North Lakes within if they comply with the terms and conditions below.
Terms and conditions are as follows:
- All purchases made in-store must be refunded/ exchanged/ credit via customer service in-store. Returns and exchanges can ONLY be processed in-store.
- Can be returned to either Westfield North Lakes
- proof of purchase must be able to be shown to process a return
- products must be unworn, unwashed, with tags attached (Lacey Lane reserves the right to refuse a product if Lacey Lane deems the product conditions are not met)
- Lacey Lane will only refund/ exchange/ credit for products bought directly through Lacey Lane
- If you wish to return a Lacey Lane item please send an email or Facebook message and we will return your email/ message with all the information you need to process your return smoothly
- If you are returning items in-store that you bought online there is now a 1 business day turn around for items to be refunded/ credited to your account. Unfortunately these refunds cannot be processed straight away in-store, as they were placed online they MUST be refunded through the online system via the warehouse staff.
- for an exchange product the buyer must bring back the product in-store within the 14 days of purchasing the item to qualify for a change of mind exchange/ refund/ credit.
- If the item is a gift for someone, please note they must comply with the 14 day exchange policy as per the above terms and conditions
- For faulty items Lacey Lane is happy to refund/ exchange/ credit please refer to the terms and conditions.
Lacey Lane stock their brother label, My Brother John in-store at Lacey Lane North Lakes Westfield. Lacey Lane North Lakes store is a stockist of My Brother John (MBJ) and all MBJ products purchased in-store are purchased under Lacey Lane. If a customer wishes to return an MBJ product purchase at Lacey Lane North Lakes, they must agree to the above returns policy for in-store purchases. Only MBJ stock purchased in-store can be returned in-store as per the above policy. Lacey Lane North Lakes does not accept returns purchased from MBJ online.
It is within Lacey Lanes discretion to deem a product as faulty or not. A faulty product must be returned within 30 days of purchase. We recommend all customers inspect their products upon receiving them. Lacey Lane does not accept returns on items that have basic wear and tear.
PLEASE NOTE: Lacey Lane only accepts returns with Australia Post satchel inside (unfortunately Lacey Lane cannot cater for Toll Priority Express Service satchel collections). Lacey Lane reserves the right to refuse any stock for a refund/ store credit/ exchange if they do not deem the item to be fit for return.
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