TERMS & CONDITIONS:

Please read the Terms & Conditions carefully before placing any orders on luela.com.au .

As part of the order process you will be asked to accept the Terms & Conditions at the time of order.

No order will be processed unless you have acknowledged acceptance of the Terms & Conditions.

PRICING

Prices shown on the LUELA e-Boutique are in $AUD and are inclusive of GST.
Prices are subject to variation based on availability.

INTERNATIONAL ORDERS

International orders received by the e-Boutique will be charged at the $AUD rate as shown on the website at the time of order, excluding the GST component.

Payment Method

All LUELA e-Boutique purchases will be settled via credit card transactions. LUELA e-Boutique use PayPal to process transactions. PayPal is a secure online payment platform.

SHIPPING

LUELA delivers within Australia and internationally. Orders are unable to be redirected once dispatched.

AUSTRALIA

  • For all deliveries within Australia we use Express Post via Australia Post.
  • When your order is dispatched we will email you with a confirmation of dispatch and the Express Post tracking number.
  • You can track parcels in the following ways: For orders in Australia - contact Australia Post Customer Care Centre on 13 11 18.
  • LUELA endeavour to dispatch all orders within 24 hours of receipt (next business day).

DOMESTIC FREIGHT CHARGE: $15 flat rate.

INTERNATIONAL

  • For all international deliveries (including New Zealand) we will use TNT courier. International customers are responsible for any customs clearance charges, import duties, taxes, or any other additional charges outside of Australia.
  • When your order is dispatched we will email you with a confirmation of dispatch and the TNT parcel tracking number.
  • For international enquiries on order tracking can be made by contacting your local TNT office or online at www.tnt.com

INTERNATIONAL FREIGHT CHARGE: $50 flat rate.

RETURNS

Exchanges are accepted on goods within 10 days from the date of dispatch.

Items not received within this period will not be accepted.

Please note - refunds are not applicable on sale or promotional items.

All garments must be returned to LUELA in its original packaging, with all original swing tags attached, and sent at the expense of the purchaser. Merchandise must not be worn, altered, damaged or washed.

Returns will not be accepted without a valid Returns Authorisation Number and completed Returns Form (see below as to how to process RA).

Returns Form and Return Authorisation (RA) numbers

  • To obtain a Returns Authorisation Number, you must email us at eboutique@luela.com.au
  • LUELA advises you to please try on your items directly upon receiving them, to ensure that you have the opportunity to exchange or return to us within the 10 day period.
  • Please ensure you retain proof of postage when sending back your items, as we cannot be responsible for any items that fail to reach us.

Faulty Garments

  • LUELA will refund or exchange faulty items subject to the review process.
  • Returns must be sent to LUELA Head Office in order to be validated.
  • We can only accept returns on items that have been purchased through the LUELA e-Boutique.
  • Goods will only be received with a valid Returns Form and Return Authorisation (RA) number which can be obtained by contacting Head Office.
  • Once the items have been received at Head Office they will undergo a quality review.
  • Once cleared, you will either receive your new item (for exchange), or your refund on the cost of purchase price. This will be credited directly to the original credit card number supplied.
  • You will receive a confirmation email as to the approval of your return.

Incorrect Size

  • You can exchange an item if it is the incorrect size.
  • However, we can only exchange items subject to availability. When the new size requested is not available, we will issue you a credit note for use only through the LUELA e-Boutique.
  • If the garment is an incorrect fit, you may be issued with a Credit Note to be used only in the LUELA eboutique. Again, this needs to be approved by Head Office via an RA number.
  • Please note, the credit note value covers only the cost of the garment. It is valid for a 12 month period from the date of purchase.

CREDIT NOTES & GIFT VOUCHERS

  • These are valid for 12 months only from date of issue.
  • They are not redeemable for cash, and will not be replaced if lost.

GENERAL

  1. When you place an order, we suggest you have it delivered to a work address rather than a home address, as our couriers only deliver between 9am and 5pm. All orders require a signature upon receipt. For this reason, we do not deliver to Postal Boxes.
  2. If there is an adjustment to your order, you will be notified via email from eboutique@luela.com.au
  3. COLOURS: At LUELA we identify the colour of the garments in the product description, and make efforts to display the colour in its true form. Please note that display variation in colours may occur based on the type size and age of your monitor.

On a final note… if you have any questions at all about returns or exchanges, please contact the LUELA team on eboutique@luela.com.au We hope you enjoy your LUELA shopping experience.