Returns & Refunds Policy

1. The item(s) was purchased at full price and is not a gift card or personalised item. Sale items, gift cards and personalised items are not eligible for change-of-mind returns or exchanges.

2.The item is returned within 30 days of the date your order was delivered, as shown by the shipment tracking.

3. Your item(s) must be unused, unworn, unwashed and in the same condition that you received it. We recommend that you carefully try new items on indoors, just in case you need to return them.

4. All original packaging, tags and care labels must still be attached to items. Items returned without their original packaging, tags or care labels may not be accepted under our change-of-mind policy.

5.If you have purchased the incorrect size and would like an exchange, you must submit an exchange request through the Lila Co Returns Portal. Customers are responsible for the cost of returning change-of-mind items. Lila Co will cover the standard shipping cost of sending the replacement item to you.

This change-of-mind policy does not exclude or limit any rights you may have under the Australian Consumer Law. These rights may apply where an item is faulty, damaged, unsafe, not of acceptable quality, not fit for its intended or disclosed purpose, or does not match its description.

1. Please visit our Returns Portal, which can be found here.

2. Enter your order number (which will start with LCA) and the email address you used to order.

3. Follow the instructions and select the item(s) you wish to return.

4. Your return will be reviewed by our team and once this has happened you will receive an email confirming (or rejecting) your return. If your return is approved you will receive information on where to ship your returned item(s) to.

5. You can enter the tracking details for your return on the portal for us to keep an eye on the return. Once it arrives back to our warehouse you will receive an email confirming this.

6. Once your returned item has been received and inspected, we will notify you of the outcome. If approved, your refund will be processed to your original payment method. Customers are responsible for return shipping costs for change-of-mind returns, and original delivery charges are not refundable for change-of-mind returns. We recommend using a trackable shipping service and retaining your tracking information until your return has been completed.    

Once your return has been received and inspected, we will email you to confirm whether it has been approved. Approved refunds will be processed to the original payment method. Please allow approximately 7–10 business days for the refund to appear, depending on your financial institution.

For change-of-mind returns, the refund will not include the original delivery charges. Where a refund is provided because a product does not meet a consumer guarantee under the Australian Consumer Law, any applicable delivery and return costs will be handled in accordance with the Australian Consumer Law.

 

1. Double check your bank account (please remember for approved change-of-mind returns, the amount refunded will not include your original shipping costs)

2. Contact your bank or credit card company, as it may take longer before the refund is processed by them and officially posted to your account or card

3. If you have completed the above steps 1 and 2, and still have not received your refund, please email us at: hello@lilaco.com.au  

Sale items are not eligible for a refund or exchange where you have changed your mind, selected the incorrect size or colour, or no longer want the item. Please choose sale items carefully, as replacement sizes, colours and designs may also be unavailable.

This exclusion does not apply where a sale item does not meet a consumer guarantee under the Australian Consumer Law. Sale items have the same automatic consumer guarantee protections as full-priced items.

Where a refund is available under the Australian Consumer Law, the refund will be for the amount actually paid for the item. If you choose to place a new order after a promotion has ended, we cannot guarantee that the previous promotional price will remain available

If you received an order as a gift and would like to return an eligible item under our change-of-mind policy, the original value paid for the item will generally be issued as a Lila Co gift voucher. Please contact us before returning the item so we can note this on the order.

This section does not limit any rights available to the purchaser or gift recipient under the Australian Consumer Law where a product does not meet a consumer guarantee.

We sincerely apologise that you received the incorrect item. If any items you receive are incorrect, please email hello@lilaco.com.au as soon as possible, preferably within within 5 days of receipt of order to notify us.  Please be sure to include your order number, the incorrect item received and what the correct item should be. We will provide instructions for returning the incorrect item at no cost to you. If the item that you didn't receive is unfortunately unavailable as it has sold out, we can offer to replace it with a different item of the same value or process a refund.  

If you believe an item is faulty, damaged, unsafe, not of acceptable quality, not fit for its intended or disclosed purpose, or does not match its description, please contact hello@lilaco.com.au as soon as reasonably possible.

Please include your order number, contact details, a description of the issue and, where possible, photographs showing the problem. We may request proof of purchase and may need to inspect the product before confirming the available remedy.

Your rights and the remedy available will depend on the circumstances and whether the problem is major or minor. These remedies may include a repair, replacement or refund in accordance with the Australian Consumer Law.

If the product is confirmed to have a problem covered by the Australian Consumer Law, Lila Co will provide a return postage label or reimburse your reasonable return postage costs.