Returns and Exchanges – Online Purchases
(Items purchased on or after 10 June 2016)
Our online Returns Policy includes the rights you have under the Australian Consumer Law and applies to products purchased from the website www.laura-ashley.com.au. All prices on our site are displayed in Australian Dollars (AUD) and will be charged in Australian Dollars.
Change of Mind
Items purchased at full price (no discount)
If you change your mind Laura Ashley will provide a full refund on items purchased at full price that are returned within 14 days with proof of purchase, unused, unwashed and with tags and packaging.
Item purchased on Sale or Promotion
We are only able to offer an exchange or store credit for sale or promotional items that are returned within 14 days with proof of purchase, unused, unwashed and with tags and packaging.
Store credits are valid for 12 months and are available to use Online and in all stores; Australia wide.
Exchanges should include a self addressed prepaid envelope or satchel with the return of the item for the replacement stock to be sent back in. Alternatively, freight will be charged to send out the exchange (please include your credit card details so that we may charge a set shipping fee of AUD10 within Australia and AUD25 to New Zealand)
How to return your order
To make sure we can track items, we recommend you use a traceable delivery method (at a cost to you) for all returns and either insure your delivery for safe return to Laura Ashley or declare the full value of the shipment. That way, you’re completely protected if the shipment is lost or damaged in transit. If you choose not to send the package registered, you are responsible for loss or damage to the product during delivery.
Once the warehouse receives your item/s your exchange will be processed in 7-10 business days from then. If we don’t have your size available in our warehouse, we will do our very best to order it in from store. This process may take 3-7days so please allow for additional time to receive your exchanged delivery. We will send you email notification when your order has left the warehouse.
Please fill in an exchange form and send your purchase/s back to the online store with the original receipt. Click here to download form.
Returning your order to one of our stores
If you believe you have met our return conditions you can exchange your purchase or receive a credit note at any Laura Ashley store (Australia only), subject to stock availability. Store teams can only issue credit notes and not refunds. Please click here to find your nearest store.
If for some reason we cannot find your requested exchange size in a store, we will issue a credit note.
Exceptions: Please note that some items including intimate apparel, hats, swimwear, earrings, pillows, mattresses, mattress and pillow protectors, eiderdowns and duvets cannot be returned, replaced or refunded due to health regulations, unless the product is faulty. Shipping fees are non-refundable.
Our returns policy is not intended to override or limit your statutory rights in any way.
Damaged or Faulty Goods
All goods are inspected before we send them off to you, to make sure they are in excellent condition and we’re careful to pack, to minimise chance of damage during transit. If you do receive a damaged or defective item, please contact a member of our Customer Service Team on +61 (03) 9081 3511 or email evidence of your damaged parcel to firstname.lastname@example.org.
Wrong order sent
We truly apologise if you receive the wrong item/s ordered. Please contact our Customer Service Team immediately on +61 (03) 9081 3511 or email@example.com quoting your order number, what items you are missing and what you received by mistake.