Returns and exchanges

REFUND POLICY

We strive for your complete satisfaction with your online purchase and gladly accept a Return or Exchange. Please review the conditions below:

To initiate a return, kindly email us at info@lylouthelabel.com within 10 calendar days of receiving your parcel. Ensure that your return meets the following criteria:

  • A return request is made by email within 10 days of your parcel being received.
  • The goods are in saleable condition with intact original tags.
  • The goods have not been worn, damaged, or washed.
  • Full-priced items purchased during a promotional sale where a discount has been applied at checkout (manually or automatically), are eligible for the same returns and refund procedures as full-priced goods.
  • All sale or outlet items are eligible for store credit only (no refund), unless the product is faulty in which case the item will be replaced or refunded.

  • Please mail the item(s) back to our head office at:

    Lylou the label

    15 Kestrel Place

    Ocean Grove, VIC Australia, 3226

For bridal and bridesmaid inquiries, please feel free to contact us, and we will be more than happy to assist you in finding the perfect dresses for your special day!

Our Customer Service Team is very knowledgeable about the fit, fabrication, and styling of our garments and is always happy to offer advice - please don't hesitate to get in touch at info@lylouthelabel.com or call +61 474376862.

Return postage charges are the sender's responsibility unless the garment is faulty, in which case we will cover the return postage. 

Please note, we are not responsible for lost or damaged parcels.

We will process a refund (excluding original shipping costs) to your original payment method within 5 business days of receiving your return. You'll receive an email notification once the refund is finalised.

EXCHANGE POLICY

For exchanges, please email us within 10 days of receiving your parcel. Post the item(s) back to our head office within 5 days, ensuring to provide us with a tracking number.

Domestic orders (delivery within Australia): All exchanges receive complimentary express shipping when being sent back to you. Exchange requests are subject to item availability. To avoid disappointment, we recommend placing a new order for the item you would like to purchase and returning your existing merchandise for a full refund. 

International orders (delivery outside of Australia): We are currently unable to process exchanges through our online store for international orders. We recommend placing a new order for the item you would like to purchase and returning your existing merchandise to our online warehouse for a full refund. Please note: returns refunds do not include shipping charges, you will be refunded for the goods only.

For any queries or assistance, feel free to contact us at info@lylouthelabel.com

Thank you for choosing Lylou the label. Your satisfaction is our priority.