DELIVERY & RETURNS

DELIVERY

AUSTRALIA

Free standard shipping within Australia.

FLAT RATE EXPRESS SHIPPING

$10 Flat Rate for all purchases under $500 in Australia.

 

INTERNATIONAL SHIPPING

FLAT RATE STANDARD SHIPPING

$40 Flat Rate for all International purchases (exc. shipping duties and taxes)

DISPATCH

Your Lana Wilkinson order will be dispatched by 2pm on the following working day of being placed. Orders will only be dispatched Monday - Friday, and orders placed over a weekend or on a public holiday in the state of Victoria, will be dispatched the next business day.

DELIVERY TIME

Please allow 3-4 business days for standard delivery in metro and major cities.

Please allow 4-5 business days for standard delivery regional areas.

REFUSED SHIPMENTS

If you refuse a shipment from Lana Wilkinson you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to Lana Wilkinson. This amount will be deducted from your merchandise before refunding the order total.

TRACKING YOUR ORDER

Once your order has been dispatched, you will receive a confirmation email with your tracking details.

All our parcels require a signature upon delivery. If you are not home, a pick-up card should be left and your parcel will be waiting for you at your local post office.

CHANGE OF ADDRESS

We cannot be held responsible for an incorrect address being entered on your order.

Address confirmation is given on the review & buy page in the checkout section of the site. If the error is not noticed until after your order is finalised, please contact us immediately, and we will endeavour to have your address amended prior to dispatch.

RETURNS POLICY

If something isn't quite right, we are happy to offer a refund, credit or exchange in accordance with this Returns Policy. Please note that the online return request option expires after 14 days.

- Sale items can be exchanged, or returned for a store credit note.

- A return request must be made within 14 days of purchase.

- Returns must be received within 7 days of a return request being lodged.

- Items must be returned in their original condition with all tags attached.

- Please try your Lana Wilkinson shoes on a carpeted surface as you will not be able to return items that are damaged or scratched on the sole of the shoe.

- Return Shipping costs are payable by the customer.

- We recommend obtaining a tracking number as proof of shipment in the unfortunate event that a parcel is lost in transit. Lana Wilkinson will not be responsible for any returns which are lost, damaged or delayed in transit. If the item is faulty, Lana Wilkinson will offer to repair,replace or refund the value of the item plus delivery charges.

EXCHANGE

Please visit LANAWILKINSON.COM and click 'REQUEST RETURN' in the website footer and then enter your email address and order number. Select the items you would like to return and then print the PDF.

Should you wish to return or exchange your shoes, the request must be made within 14 days of receiving your original order.

Please let us know if you wish to exchange an item so that we can leave this aside for you to ensure that the product does not sell out. You can do this by emailing customercare@lanawilkinson.com.


Please return shoes unworn in their box with the printed PDF to:

LW Customer Care
271A Ground Floor Mt Alexander Road

Ascot Vale VIC 3032

Returns must be received within 5 days of a 'Return Request' being lodged.

 

REFUND TENDER

Refunds will be returned to you in the manner you paid for the item (debit or credit card). Any items purchased using an Lana Wilkinson Credit or Voucher, will be returned as an Lana Wilkinson Credit.

Every endeavour is made to ensure returns are processed within 10 business day of receiving your return. You will receive an email confirmation at the time your return is received, and again once your return has been processed. Please allow up to five business days for a refund to be visible within your account.

STORE CREDIT

- Store credits have NO expiry

- You can login to your Lana Wilkinson account at any time to check the balance of your store credit

HOW TO RETURN AN ITEM

RETURN STEPS

Click 'REQUEST RETURN' in the website footer and then enter your email address and order number. Select the items you would like to return and follow instructions. If your return has not been approved, we will send back your order to you. Please send your return items to:

LW Customer Care
271A Ground Floor Mt Alexander Road

Ascot Vale VIC 3032

Please make sure that your name is clearly labelled on the satchel, along with your order number.

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