Refund policy
We want you to love your Australian Luxury Wool purchase. If something isn't quite right, here's how returns, exchanges and refunds work.
Your rights under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If an item has a major fault, you're entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. If a fault isn't major, you're entitled to have it repaired or replaced within a reasonable time.
These rights apply to every item, including sale and clearance items, and sit alongside our change-of-mind policy below.
Changed your mind?
No worries. You can return eligible items within 30 days of delivery for a refund of the item price.
What we can accept
To be eligible for a change-of-mind return, items need to be:
- unworn, unwashed and unused (trying on indoors is fine)
- in the same condition you received them
- returned with all original tags, labels and packaging.
Wool picks up odours, pet hair and perfume easily, so we can't accept items that have been worn outdoors, washed or show signs of use.
What we can't accept for change of mind
- Footwear or slippers that have been worn outside
- Items without their original tags or packaging
- Final sale or clearance items marked as non-returnable
- Gift cards
These exclusions apply to change-of-mind returns only. If any of these items is faulty, your ACL rights still apply.
Costs for change-of-mind returns
- Return postage is paid by you.
- Original shipping charges aren't refunded.
- A handling fee of $10 per item (capped at $15 per parcel) is deducted from your refund.
Faulty, damaged or incorrect items
Please check your order when it arrives. If an item is faulty, damaged in transit or not what you ordered, contact us as soon as you can with:
- your order number
- clear photos of the problem, and
- a short description of what's wrong.
We'll assess your claim quickly and arrange a repair, replacement or refund, as appropriate under the ACL. For confirmed faults, we'll cover reasonable return postage costs, and you'll receive a full refund, including original shipping, if a refund is the right remedy.
Please note that normal wear, natural variations in wool and damage caused by not following the care instructions (such as machine-washing or tumble-drying) aren't considered faults.
Swapping sizes or colours
Need a different size or colour? The quickest way is to:
- Return the original item as a change-of-mind return.
- Place a new order for the item you want.
This way, you won't miss out if stock is running low. Return postage and shipping for the new order are paid by you, unless the original item was faulty or incorrect.
How to return an item
- Get in touch first. Email info@australianluxurywool.com with your order number, the item(s) you're returning and the reason.
- Wait for approval. We'll reply with your return authorisation and the return address. Returns sent without approval may be delayed.
- Pack it with care. Use sturdy packaging and include a note with your order number and name.
- Send it tracked. We recommend a tracked postage service, as we can't be responsible for change-of-mind returns lost on the way back to us. Keep your receipt and tracking number.
Your refund
Once your return arrives, we'll inspect it and email you to let you know whether it's been approved.
Approved refunds go back to your original payment method within 5 business days. Depending on your bank or card provider, it may take a few more days to show in your account.
If a return doesn't meet our change-of-mind conditions, we'll contact you and can send it back to you at your cost.
Returns from overseas
International customers are welcome to return items using the same process. For change-of-mind returns, you'll need to pay return postage and any customs, duties or taxes. Please mark the parcel as a "Return of Australian goods" to help avoid import charges on arrival.
If your item is faulty or incorrect, contact us before sending it back and we'll work out the best solution with you.
Parcels returned to us
If an order comes back to us undelivered (for example, because it wasn't collected, was refused, had an incorrect address or customs charges weren't paid), we'll contact you. You can choose to have it resent at your cost, or receive a refund of the item value minus the original shipping and any return freight charges.
