Returns Policy

Returns of online orders

Proof of purchase is required for return of item/s. No returns will be accepted without proof of purchase. Please provide your name and online order number when contacting us regarding online order returns.

There are three categories of items covered under our returns policy for online orders.

1. Faulty goods (including manufacturing flaws and defects)
2. Goods damaged in transit
3. Change-of-mind (including clothing of incorrect size)

Faulty Goods

Return of faulty goods is covered by Consumer Law in Victoria. You can read more about your rights here. Faulty items are eligible for repair, replacement or refund. If you believe you have received a faulty or defective item, please send us an email at lilypond.rosanna@gmail.com with photos and description of the fault, and your online order number.

Goods damaged in transit

If you have received goods damaged in-transit please send us an email at lilypond.rosanna@gmail.com with photos and description of the damage to arrange within 7 days of recieving your order. You must retain all packaging (internal and external), along with the damaged items until advised to either return or dispose.

Goods damaged in transit are available for replacement or full/partial refund depending on the damage. Please note replacement is only available if we have an identical item in stock.

Change-of-mind

Earrings, gift cards, Christmas and sale items are final sale and not eligible for change-of-mind returns.

We accept change-of-mind returns on online orders of full priced items if we are notified of your choice within 14 days of delivery of your goods. You MUST email us at lilypond.rosanna@gmail.com to confirm the return before sending any items back.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Only one change-of-mind return will be accepted per order.

Exchange

Exchange is avilable for clothing which is the incorrect size, provided items are unworn and in the same condition that you recieved them. You are responsible for paying return shipping for exchanges.

Refunds (if applicable)

Refunds are available for change-of-mind on full priced items where exclusions mentioned above do not apply. You are responsible for paying return shipping. Once your return is received and inspected your refund will be processed. All change-of-mind returns will incur a $10 restocking fee. Original shipping costs are non-refundable. The refund will automatically be applied via original method of payment within a 5 business days of receipt of the returned item.

Shipping
To return your product, you should mail your product to: 303 Moorabool Street Geelong Victoria AU 3220

If you are shipping an item valued over $75, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot take responsibility for returned items that we do not receive.