RETURNS, EXCHANGES & CREDIT NOTES

We want you to be 100% satisfied with your House of Lacuna purchase. If you change your mind for any reason, we'll gladly accept an exchange or return within 30 days of purchase, on any full-priced item.

Before you return a product, please make sure that:

  • The product was purchased in the last 30-days for full-priced items.
  • The product is in its original packaging.
  • The product isn't used or damaged.
  • The product is free from perfume smells or makeup marks.
  • The swing tag has not been cut or removed from the garment.

Please note original shipping charges are non-refundable in the case of a return or exchange.

Please contact us before you send the product with the reason for return so that we can provide you with the right instructions (this makes sure that we aren't delayed in helping you) by emailing hello@houseoflacuna.com.au.

Once we have approved your return in writing, we ask that you return the product with its original packing to the closest return facility to you. Using a tracking option for your parcel is strongly recommended.

We are happy to replace, repair or refund due to a manufacturing fault but not normal ‘wear and tear’. Please follow the care instructions on your House of Lacuna garment to prolong the life of it.

Credit note: We happily offer store credits for the amount paid, which can be used to re-purchase an alternative size or style.

Please note we do not refund sale items, this includes flash sales or where discount codes have been applied.

Any shipping charges that are associated with a return are the responsibility of the customer.

Once we have received the returned item to be refunded, please allow another four business days for your request to be processed. Please note that your banking institution may take up to two weeks to clear any refund payments.

Please note, should we identify unreasonable patterns of returns on the purchase and use of garments, we may restrict or refuse refunds or future orders.

Pre-Orders

Pre-orders cannot be cancelled for any reason. 

A pre-order item is made-to-order and so manufacturing only commences after a customer has placed their order. If you wish to return your finished pre-order item after receiving it, however, our normal refund policy applies.

Accessories and Jewellery

Accessories and jewellery cannot be returned for refund or exchange due to hygiene reasons. All sales are final of accessories and jewellery unless faulty.

Sale Items

Please note we do not refund sale items, this includes flash sales or where discount codes have been applied.

Any shipping charges that are associated with a return are the responsibility of the customer.

Once we have received the returned item to be refunded, please allow another four business days for your request to be processed. Please be aware that your banking institution may take up to two weeks to process the refund payment.

Our House of Lacuna customer service team work from Monday to Friday between the hours of 9:00am and 5:00pm AEST.

One of our team members will respond to your email within 24 hours. Any emails sent over the weekend will be answered on the following Monday. 

Before you return a product, please make sure that:

  • You contact us first at hello@houseoflacuna.com.au so that we can help you and provide the returns address.
  • Once we have approved the return, that the product is in its original packaging (including canvas bags).
  • The product isn't used or damaged.
  • The product is free from perfume smells or makeup marks.
  • The swing tag has not been cut or removed from the garment.

We will ask you to send the product with its original packing to the closest return facility to you. Using a tracking option for your parcel is strongly recommended. 

Shipping Charges

The shipping charges on your first initial order are not refundable. Items for return must be shipped back to House of Lacuna in Australia at the buyer's expense. We recommend using tracked shipping methods as House of Lacuna are not responsible for lost items.

Address for Returns

If you wish to return your item and it meets the refund criteria, please email us at hello@houseoflacuna.com.au for approval and further instructions.

Please note: If your item is received and deemed not to meet refund requirements, you will be responsible for shipping fees to have the item returned. If payment is not received for return shipping the item will be destroyed after 14 days.

Damaged Items

If you received a damaged product, please notify us immediately for assistance. 

Sale Items

Sale items are non-refundable or exchangeable unless otherwise mentioned. 

Exchanges

House of Lacuna doesn't offer exchanges, but rather refunds or store credits so you can repurchase your desired item.

Contact Us

If you have any questions about our returns and refunds policy, please contact us:

  • By email: hello@houseoflacuna.com.au