Shipping for all Australian retail orders is free. We use a number of different shipping couriers/companies including Australia Post and Sendle. You will be sent a tracking number when you order has been shipped. A signature on delivery is required for most parcels. If you are not home, we suggest using a work address or parcel collect box.
For international orders, please contact us at heylulusleepwear@gmail before placing an order.
ITEMS UNABLE TO BE DELIVERED
Hey LuLu! is not responsible for lost or undeliverable parcels where:
- The customer has entered the incorrect shipping address e.g wrong street number
- The parcel requires a signature on delivery, customer was not home and redelivery has been attempted according to the couriers/Australia’s Post redelivery policy.
In the above (and not limited to) the above examples, where every aspect has been correctly fulfilled by Hey LuLu!, once the undeliverable item has been returned to us, the customer is responsible for the return shipping fee at $8.95.
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To begin the return process, you must first email us at heylulusleepwear@gmail with your Order Number and listing the items you wish to return.
Items found not eligible for refunds (those returned outside the 14 days or not returned in original condition) will be returned to the customer at the customers expense (shipping fee of $8.95).
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. We will also notify you of the approval or rejection of your refund.
If you are approved, then 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.
Refunds with items paid with AfterPay
If you need to return an item paid for with Afterpay, please follow the above process, however please also note, there is a 10% restocking/administration fee for items returned when paid with Afterpay. The 10% will be deducted from the amount of the order being refunded. For example, a $30 sale paid with Afterpay requiring a refund, will result in $27 being refunded to the customer.
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 firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
If you need to exchange an item, no problem! send us an email at email@example.com so when can confirm we have the size and colour in stock that you would like to exchange for and send your item to: 29 Chigwell St, Wavell Heights, Brisbane, QLD, 4012, Australia.
Items being exchanged must meet the same conditions of a return: Be in unworn, original condition and within 14 days from purchase.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should mail your product to: 29 Chigwell St, Wavell Heights, Brisbane, QLD, 4012, 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.
We highly recommend you consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.