Is your LALACROW order not quite what you had in mind? That's okay! We can organise either an exchange or a refund for you, but there are just a few things to note:

 

Damages and Issues

Please inspect your order upon reception and contact us immediately hello@lalacrow.com.au if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

 

Non-Returnable Items

• Unfortunately, we cannot accept returns on items discounted over 30%, free gifts, or gift cards.

• Please note: We do not offer refunds or returns for personalised products. Each personalised item is made to order and customized specifically for you, so we are unable to accept exchanges or refunds unless the item arrives damaged or incorrect.

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Return Period:

• Customers have 30 days from the date of delivery to request a return. To be eligible, the item must be unused, in its original packaging, and in the same condition that you received it.

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Exchanges and Refunds

• Items Eligible for Return/Exchange: Items not marked as final sale and discounted less than 30% can be exchanged or returned within 30 days from delivery, providing they are in unused, clean, saleable condition with original packaging and tags attached.

• Condition for Return/Exchange: Items must be in an unused and clean, saleable condition with packaging and tags attached.

• Shipping Costs: Shipping for the return or exchange is at the customer's own cost unless the item is faulty.

 

For Faulty Items & Warranty

• Refunds Process: Eligible refunds will be processed back to the original payment method within 3-5 business days from the date your return arrives at our warehouse, excluding the cost of shipping.

• Initiating a Return: To begin the return process, make sure you have your order number and the email used to place the order handy. Email us at hello@lalacrow.com.au

• Faulty Items: If your item is faulty, please reach out to our customer happiness team at hello@lalacrow.com.au

 

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Additional Costs;

Who Pays for Return Shipping? The responsibility for return shipping costs depends on the reason for the return. If you are returning an item because it is damaged, faulty, or does not match the listing description, then we will cover the return shipping costs.

 

Refund and Return Process Guide

Navigating the return and refund process can be straightforward. Here’s a step-by-step guide to ensure a positive experience for both parties:

 

• Step 1: Acknowledge Your Refund/Return Request
  We recognise and document your request as soon as we receive it.

• Step 2: Understand the Reason for the Refund
  We carefully listen to your concerns and understand the specifics of why the item is being returned.

• Step 3: Explain the Refund Process
  We will provide you with detailed information on how the refund process works, including timelines and any necessary actions on your part.

• Step 4: Offer a Solution or Alternatives
  If applicable, we'll suggest alternatives such as exchanges or replacements that might meet your needs better than a refund.

• Step 5: Confirm the Action Taken
  Once a resolution is agreed upon, we'll confirm the actions that will be taken and provide you with all the necessary details to complete the process.

 

Contact for Returns

Please include your name, order number, and preferred refund or exchange method with a picture of our product when contacting us. Email here: hello@lalacrow.com.au

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We are committed to ensuring your satisfaction with every order and appreciate the opportunity to address any issues.