What is your returns policy?
We want you to absolutely love your Lullaby Club purchase. If for any reason your purchase isn’t quite right for you, you are welcome to return it to us within 30 days of receiving your order in exchange for a store gift voucher. Items returned outside of this period will not be accepted.
- We will only accept returned item(s) that have been booked using our returns portal.
- Sale items are final sale and will not be accepted for refund, credit or exchange if you have simply changed your mind or the size does not fit. Please ensure you are checking measurements thoroughly before purchasing. Sale items are located in the permanent sale section of our website.
- Orders can be returned back to us for store credit within 30 days of receiving it. (We do not offer refunds)
- Your item(s) will need to be in their original condition, with tags attached, unworn/unwashed and unstained.
- You will need to cover the cost of return postage.
- Store credits in the form of gift cards are valid for 3 years.
How do I return my order?
If you wish to return your item you must submit a return request online.
Once you have submitted your order please give us up to 24 hours to accept the return. If we need any further information we will contact you.
You will be provided with a return number - you must add this number to your return parcel so it is easily identified. Not adding this number will slow down the returns process. When you return your order it must be folded neatly into the satchel. Any returns found to have dust, dirt and stains, human or animal hair on them will be denied.
All returns must be returned within 10 business days of submitting return. If you fail to do so your return request will be cancelled.
I've received a faulty item, what do I do?
We apologise if an item you have received is not in perfect condition.
Please email an image of the fault, along with your full name and order number for further review.
We have a 5-week faulty claims period (please note: this excludes general wear and tear).
In accordance with Australian Consumer Law, if a minor problem is found with the product, we can choose to give you a free repair instead of a replacement, or a store credit.
When you have a major problem with a product, you have the right to ask for your choice of a replacement, store credit, or refund.
Please note that items which have been damaged as a result of incorrect garment care or general wear are not considered to be faulty.
Will my credit include shipping costs?
Unfortunately, shipping costs are non-refundable.
Do I have to pay return postage?
The cost of return shipping is at the customer’s expense and is non-refundable.
We recommend returning items through traceable mailing method, as any returned items that are not received by The Lullaby Club will not be processed. We also recommend that customers ask for proof of postage at the time of posting returned items.
If you have received a faulty item please refer to our faulty returns information.
Have you received my return?
All returns will be processed within 1-3 business days of receiving your parcel. If you have returned your items via a trackable mailing method, please track your item before contacting Customer Service to be sure your item has been received by us.
We will send a confirmation email once your return has been finalised.
Can you credit my return before it arrives back to your HQ?
All returns must be checked by our team to make sure they are in a resellable condition. No returns will be processed before their arrival to our HQ.
What happens if the size I want isn't available once you receive my return?
Unfortunately, we cannot guarantee that the item you are after will be in stock.
Your credit can then be used to purchase an item of your choice or choose something else you love! Your credit will be valid for three years from the date of issue.
I forgot to apply a promotional code to my order, can I get a refund?
Unfortunately, once your order has been processed we cannot apply any promotional codes. Refunds will not be offered if you do not apply your code.
Did my order go through?
Please check your email (and junkmail) as an order confirmation will be sent through to you with your order details.
If you have not received your order confirmation, please contact firstname.lastname@example.org and we provide further assistance with your order process.
Can you hold stock?
We are unable to hold or place stock aside for orders.
Can I change my order?
Unfortunately, we are not able to change or cancel an order once placed. Please make sure you choose your items carefully and add the correct shipping before placing your order.
If you have any urgent changes please contact our customer service on email@example.com. We pack and ship orders daily so cannot guarantee your requests can be made.
Once a payment has been received and your order is completed, it is then subject to the returns policy.
Can I call and speak to someone about my order?
Unfortunately, we do not take phone calls. Please contact our customer service team who are always happy to help with any query. Email firstname.lastname@example.org
When will my order be shipped?
We ship Monday-Friday.
Orders made after 10am will be processed the following day.
Please allow 3-5 days to process orders during product releases.
Can I use a discount code more than once?
Discount codes can only be used once per customer.
Can I return sale items?
Sale items are final sale and will not be accepted for refund, credit or exchange if you have simply changed your mind or the size does not fit. Please ensure you are checking measurements thoroughly before purchasing. Sale items are located in the permanent sale section of our website.
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