Returns Policy

At Lace Heart Boutique, it is important to us that our customers are in love with their purchases which is why we provide a credit note only on all full priced item returns including purchases made with Afterpay and Zippay. We do not offer refunds for change of mind or for incorrect sizing purchases so please choose carefully.

Please observe our policy as follows:

OUR RETURN POLICY

  • Contact us at info@laceheartboutique.com if you wish to return your purchase provided that it’s not a sale item, promotional discounted item, accessories, intimates, bodysuits or swimwear.
  • Please complete our Returns form (click here to download) and include it in your parcel with your receipt for a credit note.
  • Orders must be returned to us within 10 days from delivery date. Returns will not be accepted outside this period.
  • Items must be returned in their original sellable condition and in the original clear plastic packet. This means the garment is unworn, unwashed & unmarked, has all tags attached. We reserve the right to reject your return if it has any makeup, tanning marks or strong odours. If this is the case, the package will be returned back to the customer and any shipping costs involved will not be covered by Lace Heart.
  • Any garments that have been damaged or altered from their original condition are not eligible for a return, including garments that have become faulty from misuse.
  • We do not offer returns on bodysuits, swimwear, accessories or intimates due to hygiene purposes so please choose wisely.
  • Credit note is valid for 3 months from date of issue.
  • We do not cover the costs of return shipping. We recommend returning your order through traceable mail as Lace Heart is not liable for any packages lost or damaged during transit. All items are inspected upon arrival.
  • Non returnable: Sale or discounted items during promotional periods and items ordered using a credit note.
  • Once your return is received, processing time can take anywhere between 2-3 business days.
  • Purchasing our products means you have accepted our terms & conditions. You have also accepted that resolution/colouring of products can differ due to different accessories used to view. We do our best to display our garments colouring as accurately as possible, however we cannot guarantee that your devices display colouring is completely accurate.
*In the event that an item is returned in a condition that is not satisfied by our criteria above, the item will be sent back with charges payable by the customer.

    CREDIT NOTES

    • We provide a credit note only on all full priced item returns
    • If your return is accepted, you will be issued with a credit note of the amount of the item/s purchased.
    • Credit notes are valid for 3 months from date of issue.
    • Shipping costs is not included with your credit note.
    • Credit notes need to be used in one transaction with the amount total equal to or more than the credit note issued which will require an additional method of payment for the remaining balance due. 
    • Once you make a new purchase with your credit note, we are unable to accept any further returns from that order.
    • Credit notes are not redeemable for shipping costs.

    AFTERPAY, ZIPPAY & LAYBUY RETURNS

    If you wish to return an item that you purchased through Afterpay, Zippay or Laybuy, the process is the same. You will be issued with a credit note for the amount of the item purchased. You will still continue to pay off your instalments with Afterpay until it is completed, as for the same with Zippay and Laybuy.

    EXCHANGES:

    We do not offer exchanges. We do understand it can be difficult at times to know exactly what size to order. Due to the popularity of our range, we have an extremely fast turnover of stock so we cannot guarantee that we will have a different size or colour in stock to fulfil an exchange request. Therefore, if a different size is desired, we will automatically issue your credit note upon processing your return which can then be used to order a different colour or size of your original garment if available. If returning an item, you will be credited the full value of the item. Original shipping fee is not added to your credit.

    FAULTY ITEMS

    All items are thoroughly inspected before being sent out to our customers, however in the rare event you find a fault in your item on arrival, please contact us at info@laceheartboutique.com within 5 days of receiving your item with photo evidence so we can assess the issue further. 

    Once investigated and your claim of a fault has been accepted, we highly recommend that it is sent back to us as soon as possible after becoming aware of the issue. Delayed returns of a faulty item may lead to your request of a store credit or refund being rejected. If the tags have been removed and the item has been worn we will be unable to accept the item back.

    In accordance with Australian Consumer Law, if a minor problem is found with the product, we can choose to give you a free repair instead of a replacement or store credit. When you have a major problem with a product, you have the right to ask for your choice of a replacement, store credit or refund.

    All returns must be received in their original condition, unworn, unwashed and with all tags. Any garments that have been damaged or altered from their original condition are not eligible for a return, including garments that have become faulty from misuse.

    CANCELLATION

    After placing an order you will receive an email receipt confirming the details of your purchase. This email receipt does not comprise a contract.

    Orders may be cancelled at any time due to an inability to authorise a payment, insufficient stock, suspicion of fraudulent intent or any other reason deemed appropriate by Lace Heart Boutique. In addition, Lace Heart Boutique reserves the right to decline or cancel any such orders

    REFUNDS

    In accordance with Australian Consumer Law, we are not required to give a refund if you

    • Change your mind
    • Buy the wrong size/colour
    • Or returning an item

    You can ask us for your preference of a free repair, replacement or refund if the garment is faulty, but you are not always entitled to one. For example, the consumer guarantees do not apply if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.

    If you have a minor problem with a product, we can choose to give you a free repair instead of a replacement or store credit. When you have a major problem with a product, you have the right to ask for your choice of a replacement, credit note or refund.

    *Our return policy issued by www.laceheartboutique.com abides by and is in line with the Australian Consumer Law (ACL)