✨SIGN UP & GET 10% OFF YOUR FIRST ORDER || FREE SHIPPING FOR PURCHASES OVER $80 ✨

Returns Policy


Our Returns & Refund Policy

We understand that shopping online can be tricky, and we’re here to make your experience as smooth as possible. Lula & Sasha is committed to complying with the Australian Competition and Consumer Commission (ACCC), which protects your rights as a customer.

Consumer Guarantees

Under the ACCC, all products sold by Lula & Sasha come with guarantees that cannot be excluded. You are entitled to a refund, replacement, or repair if the item:

  • Has a major fault (e.g. it is unsafe, significantly different from the description, or doesn’t do what it’s supposed to).
  • Is not of acceptable quality or does not last a reasonable time.
  • Was misrepresented or not fit for the intended purpose.

If the fault is minor, we will offer a free repair within a reasonable time. If we cannot repair the item, you may choose a refund or replacement.

Change of Mind Returns

We are not legally required to offer refunds for change-of-mind purchases, incorrect size, or wrong decisions. However, we offer store credit or exchange on full-priced items if the following conditions are met:

  1. Items must be returned within 14 days of delivery.
  2. Items must be unworn, unwashed, unaltered, and in original condition with all tags attached.
  3. A 2% restocking fee may apply.
  4. Store credit is valid for 6 months from issue date.

Items Not Eligible for Return

  • Sale items, flash sale items, and accessories.
  • Items returned in a worn, washed, damaged, or altered condition.
  • Items returned without prior authorisation or without a completed returns form.
  • Items damaged due to misuse or normal wear and tear (e.g. broken zippers after use).

Return Process

  1. Email us at hello@lulaandsasha.com.au to request a return authorisation.
  2. Include your completed returns form in the parcel.
  3. Send your return to:

ATTENTION: ONLINE ORDERS

Lula & Sasha
204 Whatley Crescent
Maylands WA 6051

 

  1. You are responsible for return shipping costs. For exchanges, please include a prepaid postbag or arrange payment for return postage.

We recommend using a trackable shipping method, as Lula & Sasha is not responsible for lost parcels.

Faulty Items

If you believe your item is faulty, please contact us with photos of the defect. We will assess the issue and offer a remedy in line with ACL:

  • Repair (if minor and feasible)
  • Replacement (if repair is not possible)
  • Refund (if repair or replacement is not available)

Need Help?

For more information about your rights, visit the https://www.commerce.wa.gov.au or

call 1300 304 054.

 

Thank you for shopping with Lula & Sasha.
xx Lula & Sasha