Frequently Asked Questions

I want more information about the product i.e. fitting?

Most definitely! We are always willing to help you in making your online shopping experience with us easier and fun! If you would like more information about our product, please call us on +612 8580 1106 (Monday to Friday 10am - 5pm, excluding public holidays in NSW)

What payment options do you accept?

We accept PayPal - Don't have an PayPayl account? Don't worry - you can checkout as an guest on PayPal using your Visa, Mastercard and AMEX, without having to create an account!  

Has my order been shipped?

Once your order is despatched, you will receive a shipment email. If you have not received the shipment email 3 days after receiving your confirmation email. Please contact us.

 

How long until my order arrives?

Once you have received your shipment email, you should receive your order within 1-7 business working days. For international order please allow 3-7 business working day.

If you have not yet received your order within the days as stated above, please contact us

 

Does lacenheels deliver to work addresses?
Yes! If you would like us to ship your order to your workplace address, please include your company name and address clearly on the shipping details before checking out. 

I have entered the wrong shipping address whilst placing/submitting my order?

If this occurs, please notify us as soon as possible! If your order has been returned to us due to incorrect delivery address being provided OR was not picked up within the time frame at your local post office, customers are responsible for paying an extra $7 for shipping again. If the order that has been shipped out to the incorrect shipping address and we DO NOT receive it back, we will not be able to send out a new parcel.

I didn't receive my tracking email?

You may find your tracking number in your junk/spam mail box, if you still have not received it within 2 business days, please contact us with your order ID (LNHS#1xxxxx)

How much is postage?

Please find Shipping Information

I just missed out on sale/promotion / I forgot to enter the sale code?

If you are having issues with entering sale codes/ voucher codes, please contact us before processing your order. Once orders have been placed, we are unable to make changes. We will be unable to refund any amount for missed sale codes being entered.

 

I haven't received my order yet!?

If you have not yet received your order within 3-5 business working days for Australian customer or 7 days for international customers, please contact us and send us your order number, our team will try our best to assist you in tracking!

 

I received the incorrect order??

We are deeply sorry to hear, please contact us and send us a photo of your incorrect item(s) alongside your order number and our team will fix that up!

 

I received a faulty item(s) in my order??

We do our best to inspect all garments before shipping them out to you! However, in the unfortunate and unlikely event that you have received an faulty item, please contact us as soon as you receive your order. Please include a photo of the fault on the garment + order number, and our team will sort that out ASAP! 

 

Does Lacenheels ship internationally?

We sure do! Please find Shipping Information

Note: Our prices and fees are in Australian dollars

 

Can I change any details on my placed order ?

Once you have submitted your order with us, we are unable to make any adjustments. However, if you have found out you have typed in the wrong address when you have placed that order - please contact us ASAP! We will try our best to change this.

An order with an incorrect address may take up to 2 weeks to be received back to our warehouse, processed again and redelivered to you.

If an incorrect address is supplied by the customer Lace N Heels will not be held liable for parcels that are lost in transit.

I ordered a pre-order product and it has not yet arrived??    

Dates on Pre order items are only an estimated date. We try to provide you with the most accurate dates, though manufacturing and other external reasoning i.e. shipping - are out of our control. Once we receive the pre order items, we will begin shipping it to you ASAP! You will then receive your shipment email.  If you would like to check the status of your Pre order, feel free to contact us

Please note: Pre orders are final and not cancellable, due to late delivery or change of minds.

 

Returning an faulty item(s)?

In the rare event that a product is faulty please contact us as soon as possible at return@lacenheels.com.au, and include your order details and a photo of the fault. Our customer service team will be able to assist.

We will happily cover all postage costs to replace it within an identical item whenever possible. If you do not want a replacement item, then this is considered to be a change of mind and a store credit will be issues. The only time we will offer a refund, is it we cannot replace the faulty garment with the identical original purchase.

Have you received my return?

We will process your return within 5 business working days of your item(s) being delivered to us. Once we have processed this, you will receive an email confirming your return and your credit will be applied to your account.

Note: Credit notes are valid for 3 months. The issued store credit can only be used in a maximum of ONE transactions, credit left over after the one transactions will be forfeited.

What is your exchange process?

To exchange your item(s) please follow the return process above. Once your item has been received and processed, you will receive an email confirming your return and your credit will be applied in your account. For more details, please read here

What happens if my parcel doesn't arrive or is lost in transit?

Once your parcels have left our warehouse they are then property of Australia Post. Lacenheels is legally not responsible for lost or damaged goods. However if your parcel does not reach you within the delivery time, we will do all we can to track and find your parcel for you. Please contact us.

Alternative: You can contact Australian Post directly with your tracking number sent to you 

For international orders, please contact us

Will I need to cover postage to return an item?

For exchanges, customers are required to cover the postage for sending the item(s) back to us. However Lacenheels will cover the shipping cost on sending it back to customers. 

 

Can I return a sale or promo item?

Sale items are priced to be clear, so please choose carefully as we do not accept exchanges or refunds on sale items. Under Australian Consumer Law, we are not required to provide replacement or refund on final sale items if you change your mind, which can include size, colour and fit.

 

Am I able to return item(s) as a international customer??

Please read here

 

Do I need an account to shop with you?

No, you can easily process check –out without account. However, creating an account allows you to receive exclusive offers. Early access to sales and discounts. 

 

Can I buy a gift voucher?

Of course! This is the perfect gift which saves you the hassle and time! The gift voucher will be sent directly to the giftee's email address you have provided. Click here to buy your gift voucher now! 

 

Return Policy

Please read here

 

Terms and Condition

Please read here. By placing an order with Lacenheels you have agreed and accepted our Terms and Condition.

 

Private Policy

Our Privacy Policy fully complies with the obligations as stipulated in the Privacy Act 1988(Cth), which represents the industry’s best practice. Lacenheels does not sell, share or trade customer personal information collected online with third parties. Personal information collected online will only be disclosed within our company for internal use only.

When you create a Lacenheels account the personal information we collect may include your:

  •   Name
  •   Delivery Address
  •   Billing Address
  •   Email Address
  •   Telephone Number
  •   Mobile Number
  •   Date of Birth
  •   Gender

However, under no circumstances will we request or collect any information from you that may disclose your:

  •   Political, religious, philosophical beliefs or affiliations.
  •   Health
  •   Racial or ethnic origin
  •   Criminal convictions

We protect your personal information by:

  •   Restricting access to personal information
  •   Maintaining technology products to prevent unauthorised computer access
  •   Securely destroying your personal information when it’s no longer needed for our record retention purposes.