Need to submit a return?
We kindly request that you familiarise yourself with our returns policy to ensure your eligibility for a return before proceeding.
Please note that returns must be initiated by the original purchaser using the original email address used for the purchase. In the event that you are unable to locate your order number, kindly reach out to us at email@example.com, and our team will be glad to assist you.
We want you to be happy with your Lullaby Club purchase. Please read more about how to submit a return.
Returns and Refunds for Full Price Orders
This policy is for orders without discount codes or sale items. Here's what you need to know:
Returns and Refunds:
- We offer refunds to your original payment method, exchanges (for AU customers only), or store credit for all unworn, unwashed full-priced items returned within 30 days from the date of shipping.
- Credit notes have a 4-year expiry.
Original Shipping Costs:
- Shipping costs are non-refundable.
- If you request an exchange for an order, you can no longer get a refund if you decide to return the second order. You will receive a store credit instead.
Return Shipping Costs:
- You are responsible for all return postage costs. We recommend using a traceable delivery service and keeping proof of postage.
- If you used a discount code, this policy does not apply to you. You will only be eligible for a store credit.
- Gift cards cannot be turned into cash refunds.
Returns and Exchanges for Discounted Orders
This is the policy for orders that applied discount codes or include sale items (excluding warehouse or sample sales).
Discounts include any codes entered at checkout including welcome discounts, rewards discounts and sitewide sales.
Here's what you need to know:
Returns and Exchanges:
- You can return your discounted or sale items within 30 days of your order being shipped. We'll give you an online gift voucher or exchange (for AU customers only).
- Discount codes don't have cash value. If you make a return, your online store credit will be the amount you paid at checkout minus the discount code value.
Original Shipping Costs:
- Shipping costs aren't refundable, and they're your responsibility.
- You must request a return and send the merchandise back to our warehouse within 30 days from the delivery date.
Return Shipping Costs:
You have two options for return shipping:
- You can choose to have the return shipping cost deducted from your store credit.
- Alternatively, you can pay for the return at the post office.
If you're in Australia, you can exchange any unworn, unwashed items within 30 days from the date of shipment. Unfortunately, this doesn't apply to warehouse sale items.
If the item you want is not available right now, you have a couple of great choices:
- We can give you store credit so you can shop for something you love later.
- Or, you can pick something else you like from our collection.
But here's an important thing to keep in mind:
- If you request an exchange for an order, you can no longer get a refund if you decide to return the second order. Instead, you will receive a store credit.
- Please keep in mind that any costs related to shipping for exchanges are your responsibility.
Processing Your Returns
We aim to process all returns on the same day we receive them. However, if you've tracked your return and see that it has reached us, we kindly request you to give us 1-3 business days to complete the processing.
If three days pass, and you haven't received an email notification from us, please don't hesitate to get in touch with our fantastic customer service team at firstname.lastname@example.org. We're here to assist you!
Return Shipping Costs
- The customer pays for the return shipping, it is non-refundable.
- When you start your return, you can choose to have the shipping label cost subtracted from your refund or store credit.
For your peace of mind, please use a traceable mail service to return items. If we don't receive the items you're returning, we can't process your return. Also, remember to get a proof of postage when you send back the items. If you have a faulty item, please check our faulty returns information.
What items are exempt from being returned?
Some items cannot be returned. Here's what you need to know:
- Items marked as faulty and sold at a discounted price, including warehouse and sample sales, can't be returned.
- Gift cards are also non-returnable.
Warehouse Final Sale Policy: No Returns, Exchanges, or Store Credits
If an item is labeled as "warehouse final sale," it's not eligible for returns. This applies to all items discounted by 70% or more. Unfortunately, we can't offer refunds, exchanges, or store credits for these items.
It's important to know that these items might have small imperfections, like pre-production samples, ex-photoshoot stock, discontinued stock lines, minor stains, small stitching issues, inconsistent fits, or slight fabric quirks.
By buying these items, you're agreeing to our no-return policy.
Black Friday Sale
As we celebrate Black Friday, we want you to be aware of our special return policy for discounted items during this exciting time.
- For Black Friday discounted items, we do not offer refunds.
- Instead, we are pleased to offer you store credit or an exchange within 30 days from the date of the shipping order.
Please keep in mind that this policy applies exclusively to Black Friday discounted items. We appreciate your understanding, and we're here to assist you with store credit or exchanges if needed.
Here's everything you need to know about shipping in Australia:
Free Standard Shipping:
- When your order reaches $250 AUD or more, you'll enjoy free standard shipping.
- During sitewide sales, we have the discretion to turn off the free shipping offer.
Shipping Charges for Orders Under $250 AUD:
- For orders under $150 AUD, there's a flat-rate charge:
Estimated Shipping Times:
- We want you to get your order quickly. Here's what you can expect:
- Express Post: 1-5 business days
- Standard Post: 2-9 business days
If you have any questions or need assistance, please don't hesitate to contact us. We're here to make your shopping experience the best it can be!
Here's everything you need to know about our order processing and shipping:
- All orders are shipped from our headquarters in Brisbane, Australia.
- If you place an order before 11:00 am Monday to Friday, it will be dispatched on the same day. Please note that we do not ship orders on weekends or public holidays.
- During product releases or sales, it might take up to 7 days for your order to be shipped.
- For international orders, we use DHL Express or Australia Post.
- Please be aware that all products are sold on a Delivery Duty unpaid basis. This means the recipient may need to pay import duty or a customs entry fee before or upon receiving the order. Additional taxes, fees, or levies may be applicable based on local legislation, so it's essential for customers to check these details before placing international orders. Keep in mind that various countries have specific import restrictions on certain products or materials, and it's the customer's responsibility to verify local customs regulations before ordering items for shipping outside Australia.
Countries we ship to
- United States
- United Kingdom
- New Zealand
- Hong Kong
We want to make sure you're aware that all customs charges and taxes, including VAT, must be paid by the receiver of the order. The Lullaby Club is not responsible for any charges that may arise when receiving international orders. Please keep in mind that these fees are not included in the cost of your order or shipping charge.
If you encounter any duties and taxes associated with your order, The Lullaby Club does not offer refunds in these situations. We appreciate your understanding and cooperation. If you have any questions, feel free to reach out to us.
Discounts & Loyalty Rewards
- You can use one discount code per purchase, and it's a one-time use per customer.
- These codes don't have any cash value. If you make a return, your account will be credited only with the amount you paid, minus the code's value.
- Discount codes can't be combined with other promotions.
- Sometimes we have special offers to welcome new customers or boost sales. If someone tries to get benefits in tricky ways like using multiple accounts or false names, they'll lose those benefits.
- We might change or refuse a discount or promotion if we need to.
- Discount codes can't be used on past orders, and we won't adjust prices for orders made before a promotion starts.
- Each discount code has an expiration date, and some items might not be eligible for discounts.
- If you use a discount code and later want to return something, you can only get store credit or exchange.
The Lullaby Club Rewards Program
At The Lullaby Club, we value your loyalty and want to make your shopping experience even more rewarding. That's why we offer The Lullaby Club Rewards Program. Here's how it works:
- To join our program, all you need to do is create an account on our website. You'll automatically be enrolled, and you'll earn your first reward just for signing up.
- You can earn more rewards by making purchases, referring friends, and following us on social media. The more you engage with us, the more rewards you can earn.
Using Your Rewards:
- Once you've earned rewards, you can use them to get discounts on future purchases. It's our way of saying thank you for being a part of our community.
Keep in Mind:
- Rewards are not transferable and have no cash value. They can only be used on our website for eligible purchases.
- Your rewards will be visible in your account, and you can apply them at checkout.
- Rewards have expiration dates, so be sure to use them before they expire.
- We may occasionally adjust the program, but we'll always keep you informed of any changes.
- If you have any questions or need assistance with our Rewards Program, our customer service team is here to help. Just reach out to us.
Rewards Discount Codes Policy
We're thrilled to offer you rewards discount codes as part of The Lullaby Club Rewards Program. To make the most of these codes, please take note of the following policy:
Minimum Spend Requirements:
- To use your rewards discount codes, you'll need to meet certain minimum spend requirements:
$5 code: $50 min spend
$10 code: $100 min spend
$20 code: $150 min spend
$30 code: $150 min spend
- Once you redeem a code, it's valid for one month. After it expires, the points cannot be reinstated, and the code cannot be redeemed.
One Code at a Time:
- You can only use one rewards discount code per transaction. We're unable to apply multiple rewards codes to a single order.
No Use During Sitewide Sales:
- Please note that you cannot use your rewards discount codes during sitewide sales. These codes are not applicable when we have site-wide sales events.
Discount Code Policy for Orders Using Rewards:
- This policy specifically applies to orders where you're using rewards discount codes. Other discount code policies may apply to different promotions.
We hope this policy helps you make the most of your rewards. If you have any questions or need assistance, feel free to contact our customer service team. Thank you for being part of The Lullaby Club community!
Need Help with Your Order Issue?
Don't hesitate to contact our customer service team at email@example.com. We're always here to assist you.
Making Changes to Your Order
If you need to make changes or updates to your order, please reach out to our customer service team at firstname.lastname@example.org right away. We work diligently to pack and ship your order promptly, which means there's a limited window for making alterations before your order is dispatched from our headquarters. Your quick action is appreciated!
Oops, Wrong Shipping Address - What Now?
If you've mistakenly entered the wrong shipping address, please don't hesitate to get in touch with our customer service team at email@example.com immediately. We're committed to the speedy packing and shipping of your order, which means there's a brief timeframe for address updates before your order is sent out from our headquarters.
Did My Order Successfully Process?
Please be sure to check your email, including your junk mail folder, as you should receive an order confirmation containing your order details.
If you haven't received your order confirmation, don't hesitate to reach out to us at firstname.lastname@example.org. We're here to assist you further with your order
If you still have questions or need assistance, feel free to email us at email@example.com. We'll respond within 24 hours. Please keep in mind that we don't respond on weekends or public holidays.