We hope that you will be thrilled with your Lustelle purchase. If you change your mind about your purchase, you are welcome to return your product to us within 90 days of your purchase date.
- Refund - if product returned is in a new, unused and re-saleable condition
- Exchange/store credit - if product returned has been lightly sampled, opened or unwrapped
To be able to return or exchange a product, you must provide a valid proof of purchase (including receipt, e-receipt, account history or gift receipt).
What can I use as proof of purchase
You may use any of the following as proof of purchase:
- Register receipt or e-receipt tax invoice
- Account order history
- Any other proof of purchase of the relevant product
What do you mean by "lightly sampled"?
"Lightly sampled" means a product may have some signs of minor wear or use, but must not be damaged unless you received the product in this condition.
How will I receive my refund?
All refunds will be processed via the original payment method. If you would like to return a product that was purchased using a Lustelle Gift Card or eGift Card, your refund will be credited in the form of another Lustelle Gift Card. A Lustelle Gift Card has no expiry. Costs of delivery, if any, will not be included in the refund.
How long will my return take?
For returns via post, products typically take 2 to 7 business days to reach our warehouse. Once our warehouse receives your return, it will be processed within 4 to 7 business days. Your bank may take a further 3 to 5 days to clear the funds back into your account.
Once orders are placed, they are not able to be edited, added to or cancelled.
RETURNS & REFUNDS
Our policy lasts 90 days. If 90 days have gone by since you made your purchase, unfortunately we can’t offer you a refund or exchange. However still contact us at firstname.lastname@example.org, if there is anything wrong at all we want to know and want to fix any issues.
We Love our customers and know how scary online shopping can be, we want all our customers to have a risk free experience, anything needs fixing let us know and we will do our best to fix it!
To be eligible for a refund, your item must be unused and in the same condition that you received it.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted.
Unfortunately, we do not offer returns or refunds on sale items.
To return your product, you should mail your product to:
2/18 Thirteenth Avenue
Palm Beach, QLD, 4221 Australia
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Packages re-directed by our courier due to an incomplete or incorrect address issue, this may incur a $10 fee per item for reshipment. Please verify and check carefully your shipping address at checkout, to avoid these kinds of issues.
If your package is determined to be undeliverable, it will be returned to the courier's warehouse then it will be sent back to us. Once we physically receive your package and confirm that it was undeliverable, we will issue a full refund for your order. This will take a bit of time and you will be notified when this happens!
REFUNDS (IF APPLICABLE)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
When approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If the product has been used and is not re-saleable, then you will be issued a store credit for the full value of the product being returned.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
For all shipping info please go to our shipping page here.
For any other concerns and questions, please contact firstname.lastname@example.org