Refund policy

Returns eligibility window

You can return items within 30 days of purchase. Products must be unused and in their original condition and packaging.

How to start a return

Email care@hellolacewing.com within 30 days of purchase with your order number and the reason for the return. We’ll reply with the next steps.

Refunds and timing

Once we receive and inspect your return, we’ll process a refund to your original payment method. Banks can take 5–10 business days to show the funds in your account.

Return shipping costs

Return postage is covered by the customer unless the item is faulty or we sent the wrong item.

Exchanges

We don’t offer exchanges at this time. Please return your item for a refund and place a new order for the replacement.

Faulty items

If you believe your item is faulty, please see our Warranty section on the FAQ page. We’ll assess each case in line with the Australian Consumer Law and arrange a replacement or refund where applicable.