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Policies

Returns Policy

We want you to absolutely love your Lullaby Club purchase. When you return your item, make sure that you do so unworn (except for trying it on), with the original tags attached, folded as you received them and with all buttons done up. This ensures that we can re-sell the item in its present condition.


The Lullaby Club reserve the right to refuse returns that show signs of wear or do not meet the above criteria.

Full Price Orders Returns Policy

• We offer a full refund to your original payment method OR credit notes (at the value paid plus 10% & have no expiry date) on all unworn, unwashed full priced merchandise returned within 30 days of the date of purchase.


• We are sorry but we cannot offer exchanges on merchandise. If you wish to receive a different size, please place a new order.


• Original shipping costs are non-refundable.


• You must lodge a return and ship the merchandise back to our warehouse within 30 days of delivery date.


• Return postage costs are at the customer expense. We recommend that you use a traceable delivery service and retain the proof of postage.


• If you use a discount code this policy does not apply to you - you will only be eligible for a store credit.


Gift cards are not redeemable for cash refunds.

Discounted Orders & Sale Item Returns Policy

This applies to orders using any form of discount code & Sale items (excludes warehouse or sample sale)

• You are welcome to return your sale or discounted merchandise or to us within 30 days of receiving your order in exchange for an online gift voucher.


• We do not issue exchanges, once you receive your online store credit you can repurchase your correct size.


• Discount codes have no cash value and if a return is made, your online store credit will be the amount that you paid – total amount at checkout less the value of the discount code.


• Shipping costs are non-refundable.


• You must lodge a return and ship the merchandise back to our warehouse within 30 days of delivery date.


• Return postage costs are at the customer expense. We recommend that you use a traceable delivery service and retain the proof of postage.

Non-returnable items

Some types of goods are exempt from being returned.


Non-returnable items:


• Items marked as faulty, and sold at a discounted price this includes warehouse and samples sales


• Gift cards

How do I lodge a return?

Please read our returns policy to make sure you qualify for a return before you start.


Returns must be submitted by the original purchaser using the original email used to make the purchase. If you cannot find your order number, email us at info@thelullabyclub.com.au and we can help. 


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. 


Please note: If you have not received a confirmation email, please check your junk mail or contact us at info@thelullabyclub.com.au


You must add your order number and name 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.


Return Address:

Unit 2, 13 Axis Court

Burpengary QLD

4505 Australia


We also accept returns and exchanges in store.

Faulty or Damaged Item Returns

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. 


https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-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.



Can I exchange for a different size? 

We do not offer exchanges. 


If you would like an alternate size or style, please request a store credit when you submit your returns.  

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.


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.


Can I change my order?

As our warehouse starts processing orders immediately after they are placed, we are not able to make any changes or cancel orders once they are placed.

Shipping

*PLEASE NOTE* 
Important Notice: Due to the ongoing outbreak of Covid, Australia Post is experiencing significant international delays.

This is due to reduced flights from staff being infected with the virus.


We ask for your patience and understanding during this time. 

We recognise that you may not be accustomed to waiting so long for your delivery, but unfortunately this is the current situation. We are doing everything we can to assist you with the information we have.


The below time frames are estimates only.
We thank you for your patience and understanding 


* Transit times are subject to change *

For all other country transit times and updates on delivery times please click below

Local Pick-Ups

Pick ups may take 24 business hours to be ready for collection. Please email if you need it sooner.

We do not offer weekend or public holiday pick ups. 

Please do not come into the warehouse to collect your items until you have received an email from us advising that your order is ready for Pick up.

Pick up's available from 8:30am-2pm 

Domestic Orders

All orders are shipped from our HQ in Brisbane, Australia.


We aim to dispatch orders within 1-3 business days after purchase. We do not ship on weekends or Public holidays. Please allow 3-5 days for your order to be shipped during product releases.


Your order will need to be placed prior to 10am for same day dispatch.


Please note due to COVID-19 some customers may experience a 3 or 4 day delay with their delivery. We thank you for your patience.


All domestic orders are dispatched via Startrack. Please note, shipping times are in addition to dispatch times. For further information please refer to the Aus Post link provided; http://auspost.com.au/track/track.html days for regional areas.


Please refer to the Australia Post website for further information regarding delivery times.

International Orders

All orders are shipped from our HQ in Brisbane, Australia.


We aim to dispatch orders within 1-3 business days after purchase. We do not ship on weekends or Public holidays. Please allow 3-5 days for your order to be shipped during product releases.


Your order will need to be placed prior to 10am for same day dispatch.


Please note due to COVID-19 some customers may experience a 3 or 4 day delay with their delivery. We thank you for your patience.


Please note, The Lullaby Club does not ship to all countries and we highly recommend using a business address for delivery.


International orders are dispatched using DHL Express or Australia Post you can find transit times here 


All products are sold on a Delivery Duty unpaid basis. The recipient may have to pay import duty or a formal customs entry fee prior to or on receipt. Additional taxes, fees or levies may apply according to local legislation and customers are required to check these details before placing any orders for international shipping. Please note, many countries have specific import restrictions on certain products or materials and it is the responsibility of the customer to check local customs regulations before placing an order for shipping outside Australia.


The Lullaby Club does not offer any assistance in this process.

Return To Sender

It is the sole responsibility of the customer to enter their correct address, as well as collecting their parcel from the collection point, if applicable. 


The Lullaby Club are not liable for any information entered incorrectly in the checkout, which is a secure environment.If the parcel is unable to be delivered due to the customer's error and therefore returned to sender (RTS), The Lullaby Club will contact the customer with options for re-shipment at the buyers expense.


Missing parcels

Once items have been shipped, they become the property and responsibility of the purchaser. If a product is misplaced, it is the purchaser’s responsibility to liaise with the Australia Post or DHL.


Replacements or refunds will not be given for products missing in transit.

Countries we ship to

  • United States
  • United Kingdom
  • Taiwan 
  • Europe
  • New Zealand
  • UAE
  • Canada
  • Japan
  • Singapore
  • Hong Kong
  • China
  • Mexico

Pre-Orders

A pre-order is an order placed for an item which has not yet been released, however an allocation for stock is available for purchase. It is the customers responsibility to read and understand this information before proceeding to place a Pre Order.

When will my Pre-Order be shipped?

Items available for pre-order will be dispatched as soon as possible after the expected delivery date. 


The Lullaby Club is not held liable for any unforeseen delays that may occur. So please take extra care when placing your order, as we do not issue refunds for unexpected shipping delays, change of mind/sizing or cancellations.

Can you split shipments?

In the case that multiple items have been ordered along with the pre-order item, all items will be shipped together once the pre-order has been received into the warehouse. We are unable to split orders however, if you wish to do so, please contact us at info@thelullabyclub.com.au 

Can I cancel my pre-order?

All pre order sales are final and cannot be cancelled or modified. 

Pre orders can not be exchanged before delivery.


Discount Codes & Promotions

Discount codes are limited to one per customer per purchase and are good for a one time use only per customer. The discount codes have no cash value and if a return is made, your account will be credited only in the amount that you paid – total amount at checkout less the value of the discount code. Discount codes cannot be combined with other promotions. The Lullaby Club may run promotions designed to attract new customers or increase sales. In connection with these promotions, any person that receives credits, coupons, prizes or other benefits from The Lullaby Club by using multiple user accounts or email addresses, using false names, impersonating others, or through the use of any other fraudulent or misleading conduct, shall forfeit any credits, discounts, prizes or benefits obtained through such means. The Lullaby Club reserves the right to refuse or alter any discount or promotion at its discretion. The contents of this statement may be altered at any time, at our discretion.


Discount codes are not retroactive and price adjustments will not be issued to orders placed prior to the start of any promotion. If you do not apply your code to your order before processing payment, the code value will not be refunded.

All discount codes have an expiry. You may find some items will be excluded from discounts.