Return Policy

Do you want to exchange something? No problem!

Australian and International orders:

Lacenheels Boutique understands that online shopping can be risky and difficult at time. You might get something that doesn't fit, or look like the photo (different in colour or print) or look as beautiful as you want it to be - so we'd make it easier for you! :-

  • If you are not completely happy with your full price purchase with Lacenheels Boutique you may return it within 28 days of purchase date and will be automatically issued a store credit
  • We do not refund on change of minds - item's that don't fit are also considered a change of mind. 
  • This credit can then be used to re-purchase your preferred item/size.

How to return:

All returns must be received in original condition as defined below:

They must be full price items.

Unworn, unwashed condition.

All tags and incidentals (i.e. spare buttons) must be attached.

Please take care when trying on the item, we are not able to accept returns with makeup stains or garments that smell of perfume.

For hygienic reasons; cosmetics, hosiery, make up, swimwear, sunglasses and jewellery cannot be returned.

  • Please download and fill our return form and email it to return@lacenheels.com.au with the subject of your order number i.e. LNHS#10XXXX

 RETURN FORM - PDF

  • Please remember to attach your invoice as well as return form when you ship products back to us. You do not have to wait from our response from our team before sending that item back
  • If item/s sent back to lacenheels does not fit our requirement, we are not responsible for sending it back to the customer. If you are unsure about a particular item/s please email us at return@lacenheels.com.au
  • Please note that customers are responsible for paying the shipping fee when sending item/s back. 
  • By downloading this form, you have agreed and understood our Return Policy
  • For exchanges, please keep in mind they will be processed and sent back via our Standard Shipping Service, if you want our Express Shipping Service, please email us (extra postage fee will incur)
  • For second time returns, please email us before sending items back.
  • Items return after the 28 days period will NOT be accepted, so please do NOT send them back, if you are unsure, please do email us. Anything sent back outside this period will NOT be sent back to customers. Fees will apply for shipping back to customers.

It is recommended that you use traceable delivery method for returning your items to us i.e. registered post. Lacenheels Boutique cannot be held responsible if your parcel goes missing during this process.

Please allow our team approximately 1-2 business days for your return to be processed. You will be email once your return has been accepted and processed.

Sale items or items bought during sale period:

Sale items are priced to clear, so please choose carefully as we do not accept returns on clearance items. There is strictly no cash refunds or credit notes on these items. Please keep in mind that under Australian Consumer Law, we are not required to provide a refund or replacement on final sale items if you change your mind.

Sale items returned by customers will not be processed and will become a customer responsibility to pay for shipping back to customers.

Items bought during our sale period (i.e. store wide sales, season sales, flash sales etc) can only be exchanged.

Faulty Product:  

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.

 

Store credit:

  • Store credit is valid for 3 months starting from the issued date. The issued store credit can only be used in a maximum of one transactions, credit left over after the one transaction will be forfeited.
  • Store credit is provided in Australian dollars.
  • Your credit note amount does not include the shipping amount, so shipping will need to be paid on top of the credit note, unless otherwise (as below)
  • For orders within Australia: If your new order placed with the credit note falls below the total value of $50 (including credit) you will need to pay for postage. Free shipping only applies to news orders that are over the total value of $50 (including credit).
  • For orders within New Zealand: If your new order placed with the credit note falls below the total value of $80 (including credit) you will need to pay for postage. Free shipping only applies to news orders that are over the total value of $80 (including credit).
  • For all other orders: If your new order placed with the credit note falls below the total value of $150 (including credit) you will need to pay for postage. Free shipping only applies to news orders that are over the total value of $150 (including credit).