COVID-19 UPDATE


PSA to my TLC babes 

 In light of global events, we are taking further measures to ensure the safety of our customers, and ourselves by updating our returns policy effective immediately. 


 Customer returns & exchanges:

Faulty returns:  Faulty garments must first be photographed in detail, highlighting the apparent fault prior to engaging in a return request with us online and posting back to us at HQ.This enables us to assess the garment without further contact. We are relying on our customers honesty and sense of community to do this properly.Please be aware - this is a non-negotiable safety measure that we must adhere to in order to limiting the spread of COVID-19.


Additional measures taken by shipping partners

We are all doing our part to ensure we are operating as safely as possible. Postal services are undergoing further steps to adhere to these tightening guidelines as a directive from the government. Postal and delivery workers are equipped with their own sanitation items including gloves, sanitiser gel and masks and are signing on your behalf (in your presence) whilst observing the recommended social distancing recommendations. Rest assured, your safety is our priority. 


 We want nothing more than our customers and ourselves to be as safe as possible so are adapting our policies to the strictest possible extent whilst still functioning as the business you love. 


 Show us some TLC by adhering to this policy, so we can keep adorning your bods in the coziest, comfiest pieces during this global pandemic. 


 We are all in this together  

Thank you for your support. 

Returns

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 14 days of receiving your order in exchange for a store gift voucher - Items returned outside of this period will not be accepted.  


 Item/s must be returned in original condition, unworn, unaltered, unwashed and with their tags attached. 

Gift Cards may not be returned. Items marked as sale will not be accepted for a return, exchange or credit note. 


PLEASE TAKE CARE WHEN TRYING ON CLOTHES NOT TO DAMAGE OR STAIN THEM. IF YOUR RETURN DOES NOT MEET THE ABOVE CRITERIA IT WILL BE SENT BACK TO YOU.


Please note that original shipping charges are non-refundable and charges for returned items are the responsibility of the customer. The Lullaby Club takes no responsibility for missing incoming deliveries of a return. We encourage you to return your item(s) via registered or traceable postal services as return parcels remain the responsibility of the customer until received by The Lullaby Club.

How do I return my order?

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 7 business days of submitting return. If you fail to do so your return request will be cancelled.

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.  

I’ve received a faulty product.

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.



What's your policy?


  • We will only accept returned item(s) that have been booked using our returns portal. 
  • Orders can be returned back to us for store credit within 14 days of receiving it.
  • 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.


**PLEASE NOTE** 


Our postal services, Australia Post and Couriers Please are experiencing significant delivery delays due to limited flights, social distancing requirements and a substantial increase in parcel volumes as more people shop online.

These delays means they are temporarily suspending the Express Post guarantee of next day delivery as they are unable to commit to this timeframe. Express Post is still available but parcels may not be delivered next business day every time

Shipping

We aim to ship all orders within 1-2 business days. We do not ship on weekends or Public holidays. 

Your order will need to be placed prior to 12pm for same day dispatch.


 Please allow up to 3 days for dispatch during the lockdown period 

Where do you ship from?

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

My order is taking longer than expected

Once your order has left our office, it is in the hands of our selected courier services, Australia Post, Couriers Please or DHL. 


Any delays caused by the delivery company are outside our control and we cannot be held responsible for any delays. 


Expected shipping times are an estimation given to us by the delivery companies, and may vary depending on locations. 


Shipping costs will not be refunded for shipping delays.

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.


I think my parcel has gone missing

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, Couriers Please or DHL.


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

International Shipping


**Please note if you choose Economy Air you are choosing a non trackable service **

If you’ve received a dispatch email, with a reference number starting with “UA” this means your order has been shipped, however, there will be no updates to follow this order. Economy Air parcels usually take around 14 business days to arrive.



PLEASE NOTE: International delivery costs do not include any taxes or duties which may be applied by customs at the destination country. Any taxes or duties incurred are the responsibility of the delivery recipient. In accordance with Australian export regulations, we are required to declare the exact value of all items. For more information on taxes, duties and customs regulations, we recommend contacting your local customs office directly.If the receiver refuses to pay taxes and duties, the item(s) will be returned to sender and the order will be refunded, excluding the return and original shipping fee.  

I can't track my order


If your order is being shipped within Australia and you are yet to receive a tracking number contact us at info@thelullabyclub.com.au and we will update this for you.


PLEASE NOTE: COURIERS PLEASE AND AUSTRALIA POST EXPRESS POST IS THE ONLY SERVICE WE OFFER WITH SIGNATURE ON DELIVERY


If you are an international purchaser and selected Economy Air you have selected a non trackable service. This means we will not have any updates on when you will receive your order or where it is.


Taxes & Duties

International delivery costs do not include any taxes or duties which may be applied by customs at the destination country.


Any taxes or duties incurred are the responsibility of the delivery recipient. In accordance with Australian export regulations, we are required to declare the exact value of all items. For more information on taxes, duties and customs regulations, we recommend contacting your local customs office directly. If the receiver refuses to pay taxes and duties, the item(s) will be returned to sender and the order will be refunded, excluding the return and original shipping fee.  


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 info@thelullabyclub.com.au. We pack and ship orders daily so cannot guarantee your requests can be made.

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.