FAQ's & Policies

1. SHIPPING FACTS:

  1.  Orders are dispatched during business hours & by 6:00pm the next day (Ballarat Vic Time, AEST) Monday to Friday.
  2. Orders received after 5pm, weekdays or after Friday through to Monday, may not leave until the next business working day.
  3. PLEASE NOTE: POD (Print On Demand) Items are fulfilled by a Third Party. Your item is shipped from Melbourne, Australia. The turnaround time + shipping time for standard orders is 8-15 business days.
  4. We no longer off "pickup instore".
  5. For any updates, please check our Facebook Page.
  6. https://www.facebook.com/LanaRoseFashion/

Please read our Returns & Refunds Policy to be clear on our policy.

Order Status
Has my order shipped?

  1. Click the "My Account / Order Status" link at the top right-hand side of our site to check your orders status.
How do I change quantities or cancel an item in my order?
  1. Click the "My Account / Order Status" link at the top right-hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.
How do I track my order?
  1. Click the "My Account / Order Status" link at the top right-hand side of our site to track your order.
My order never arrived.
  1. Click the "My Account / Order Status" link at the top right-hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
An item is missing from my shipment.
  1. Click the "My Account / Order Status" link at the top right-hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
NOW SHIPPING INTERNATIONALLY *Conditions Apply, see below.
FREE SHIPPING IN AUSTRALIA FOR SALES OVER $200!
  1. Spend $200.00 in one transaction to receive FREE Delivery on ALL purchases at Lana-Rose Fashion within Australia, via Australia Post, Regular Parcel Post. If you wish to have Express Post, please pay the fee.
  2. For Sales under $200.00, The Shipping Charge for domestic shipping is a bag sized based fee up to 5kg for Standard & Express Post all via Australia Post.
$2.95 Signature on Delivery Options for Australia & International orders.
  1. You can now select in your Cart the "Signature on Delivery" option for $2.95 and it will be added to your Total. This option is used to secure your delivery from Australia Post as our delivery options (including Free Delivery) does not include the Signature on Delivery.
  2. Just click the Check Box under your items.
  3. Please Note*** That if you do not select the "Signature on Delivery" it is very hard to prove a delivery from Australia Post &/or its affiliates when it comes to making a claim for lost or non-deliveries, even when their tracking says it has been delivered.
  4. Lana-Rose Fashion contract Australia Post to deliver your orders & once we have lodged your delivery, we no longer have any control over the shipment and responsibility of the delivery is transferred to Australia Post & its affiliates.
  5. If the Australia Post tracking system shows that a parcel has been delivered & you have not selected "Signature on Delivery" and you contest this, we here at Lana-Rose Fashion have experienced when making a claim through Australia Post that the goods will not be compensated/refunded. It is in your best interest to select "Signature on Delivery" therefore we can then act on your behalf to find your parcel &/or claim on your behalf.
INTERNATIONAL SHOPPERS
  1. Lana-Rose now offers International Shipping via Australia Post. All shipping is calculated by weight at the Checkout, this also includes tracking of your parcel.
  2. New Zealand Spend AU$400.00 in one transaction to receive FREE Delivery on ALL purchases at Lana-Rose Fashion for International shoppers, via Australia Post, Standard International Post. If you wish to have Express Post, please pay the fee.
  3. Rest of The World Spend AU$500.00 in one transaction to receive FREE Delivery on ALL purchases at Lana-Rose Fashion for International shoppers, via Australia Post, Standard International Post. If you wish to have Express Post, please pay the fee.
  4. NOTE: Qualification of Free Shipping is in one transaction Only. No Refund if combining.
  5. We offer Standard and Express Shipping; both have tracking via Australia Post.
  6. International Orders - If for some reason the Australia Post App over calculates postage at the time we are entering it into the postage calculator manually, we will refund any difference.

  7. Customs & Duties

    Please be aware that all international orders may be subject to additional duties, brokerage, or customs fees. The "purchaser", You, are responsible for all Customs, Duty, Import Duty & Country Taxes that may be required to be paid.

    Delays in customs are possible with every international order, which may affect delivery arrival times. Lana-Rose Fashion has no control over customs fees or delays. You may contact your local customs office to determine customs costs and delivery estimations.

    If you refuse to pay customs, all additional fees incurred will be subtracted from your merchandise refund or billed to you byLana-Rose Fashion at a later date. Lana-Rose Fashion will not refund you for your order until the items are returned back to our facility.

When will my order be dispatched?
  1. Orders are dispatched during business hours by 6:00pm the next day (Ballarat Vic Time, AEST) Monday to Friday. (EXCLUDES PRINT ON DEMAND SHOP)
  2. Orders received after 5pm, weekdays or after Friday through to Monday, may not leave until the next business working day. (EXCLUDES PRINT ON DEMAND SHOP)
  3. PLEASE NOTE: POD (Print On Demand) Items are fulfilled by a Third Party. Your item is shipped from Melbourne, Australia. Our turnaround time + shipping time for standard orders is 8-15 business
  4. Refunds will not be issued for Print On Demand (POD) items unless the garment production has gone outside of the expected fulfillment time, (fulfillment does not include shipping time).
  5. GST, All prices include 10% GST for Australian Shoppers.
  6. PLEASE NOTE: Lana-Rose Fashion is not responsible for any shipping delivery delays that may be affected by customs, natural occurrences, transfers from Australia Post to affiliated carriers in your country or air & ground transportation strikes delays, nor any extra fees, customs, or back-end charges.
  7. PLEASE NOTE: ALL ONUS IS ON AUSTRALIA POST AS LANA-ROSE FASHION HAS NO CONTROL OF DELIVERY SCHEDULES.
  8. *** Due to the unfortunate events of the COVID-19 Pandemic. Delays are happening with our packing and shipping system including deliveries from our wholesalers. Because this is out of our control, please be patient and we will get you pretties to you as soon as possible. ***
  9. TO KEEP UP TO DATE ON THE STATUS OF DELIVERIES AT AUSTRALIA POST PLEASE CLICK ON THE LINK BELOW:
  10. https://auspost.com.au/about-us/news-media/important-updates
COVID-19 Policy
  1. Refunds will not be issued for parcels that are delayed due to the COVID-19 Pandemic affecting shipping and delivery services.
  2. Should a parcel be "In Transit" for a period longer than reasonable, (to which this includes notifications from Australia Post) Lana-Rose will create an enquiry with Australia Post to find your purchase. Once all avenues are exhausted and the delivery is deemed "Lost" and compensation is received by Lana-Rose Fashion, we will replace or refund your purchase.

2. REFUND & EXCHANGE POLICY
We understand that buying on-line can be difficult and sometimes expectations are not met.
We are committed to 100% customer satisfaction.

  1. Please ensure you read the item description; check any measurements & any notes we have made about the fit of a garment before placing an order.
  2. The original postage costs will not be refunded & the FULL amount of return postage costs will be at the buyer’s expense (this amount may be higher than the rate postage cost originally charged). If a refund is required, a 10% restocking fee will also be deducted from the refund amount.
  3. Refunds and exchanges are subject to the item(s) being returned to us in original condition with tags within 30 days of purchase date.
  4. For returns/refunds or exchanges an Authorisation Code is required if there is no Authorisation Code the parcel will not be accepted. To receive your Authorisation Code please, call us on phone number 0438003512 or email us at lana-rose@bigpond.com


The Authorisation Code is to be written in the address field.
Example:
#123456
Lana-Rose Fashion
PO Box 655, Buninyong. Victoria. Australia 3357
The customer is responsible for all postage costs.

3. ON SALE/FINAL SALE/CLEARANCE ITEM/BFCM/DISCOUNT CODES

  • For On Sale/Final Sale/Clearance Items/Loyalty Discounts, Black Friday Cyber Monday Sale (BFCM) or Discount Codes - Only a Store Credit/Gift Card will be given. No Refund.
  • A Store Credit/Gift Card will be issued once we received the purchase back instore, delivery costs are at the expense of the purchaser, restocking fee (unless there is damage or clothes require cleaning) does not apply to Store Credits/Gift Cards.
  • Some "On Sale" items may have slight flaws/damage (but not necessarily) this has been accounted for in the pricing. For major damage the item will have a notation in the description line & Item description. All items are New.

CHANGE OF MIND

  1. We do not offer exchanges or issue refunds for change of mind.

DAMAGED/DEFECTIVE ITEMS

  1. Please inspect your order once it has been delivered & notify us within 7 days if an item has arrived damaged or defective. If we are liable for the fault, we will organize a replacement/refund as quickly as possible. All refunds will be in full, including any shipping costs incurred. The damaged item may need to be returned (at our expense) before a replacement/refund is issued. Please do not send products back to the manufacturer.


INCORRECT DETAILS/NON-COLLECTION

  1. If an order is returned to us due to the incorrect postal address being entered, or for any other fault made by the purchaser, re-delivery fees will need to be paid before we re-send the order. The original postage costs will not be refunded & the FULL amount of return postage costs will be at the buyer’s expense (this amount may be higher than the flat rate postage cost originally charged). If a refund is required, a 10% restocking fee will also be deducted from any refund amount should it qualify.
  2. In circumstances where the purchaser has entered the incorrect postal address and the parcel is not returned to us, a refund or replacement will not be issued.


PRE-ORDER CANCELLATIONS

  1. If a pre-order item is requested to be cancelled by the purchaser, an admin/restocking fee of 10% may be deducted from the order amount before a refund is issued. Pre-ordered items cannot be cancelled once the order has been packed & ready for shipment.

FREE SHIPPING

  1. Qualification of Free Shipping is in one transaction Only.
  2. No Refund if you contact us to combine.

CREDIT CARD/CREDIT SUPPLIER REFUNDS

  1. Refunds to a credit/debit cards & or Credit Suppliers can take up to 5 to 10 business days to return to your account. This is dependent on your financial institutions processing times.

RESTOCKING FEE*

  1. As of the 2nd of September 2021, we will now charge regardless of garment/item condition, a minimum "Restocking Fee" of 10% of the retail value per item. This is now due stock having left the store and not knowing the conditions that the items are tried on in, we must steam the garments in case of COVID-19 transmission. It is also charged because some customers are not being vigilant in the measuring and use of the size charts, change of mind, not liking the item, items being returned with animal hair on them (therefore cleaning charges are incurred) and items being returned not in the same condition as shipped.
  2. Should the cost of having items being dry cleaned &/or restored be more than the minimum 10% of the retail value of the items restocking fee we will forward to you a copy of the dry-cleaning receipt.
  3. We are very generous with our returns policy however due to the increasing postage costs (when the parcel is sent as Free Delivery) & also the restoring of items we have had to implement this new policy.
  4. *Waiving of this fee is at the discretion of the management of Lana-Rose Fashion.

COVID-19 POLICY

  1. Refunds will not be issued for parcels that are delayed due to the COVID-19 Pandemic affecting shipping and delivery services.
  2. Should a parcel be "In Transit" for a period longer than reasonable, (to which this includes notifications from Australia Post) Lana-Rose will create an enquiry with Australia Post to find your purchase. Once all avenues are exhausted and the delivery is deemed "Lost" and compensation is received by Lana-Rose Fashion, we will replace or refund your purchase.
  3. ***Lana-Rose Fashion is not responsible for any shipping delivery delays that may be affected by customs, natural occurrences, transfers from Australia Post to affiliated carriers in your country or air & ground transportation strikes delays, nor any extra fees, customs, or back-end charges.
  4. A Note on Refund Processing
  5. 5–10 business days. Although we submit any refund that you make to your customer's bank immediately, your customer's bank must still process the refund and apply it to their account. Processing time can vary between banks.
  6. Note: Refunds might appear in the form of a reversal. In the case of a reversal, the original payment is removed from your customer's bank statement, and a separate credit is not issued.
  7. https://www.consumer.vic.gov.au/products-and-services


4. PREORDER TERMS & CONDITIONS

  1. PRE ORDER - We only ship complete orders. If you order an in-stock item with a pre-order item, your order is printed out and your in-stock items are pulled and held. Once your pre-order lands we pull that product and ship it out to you. Each pre-order item has an estimated shipping time frame listed. If you have any further questions, please contact us.
  2. You will see approximate delivery date for the stock. Please note, that these are only approximations as received from our suppliers & we have no control over delivery.
  3. *** Due to the unfortunate events of the COVID-19 Pandemic. Delays are happening with our packing and shipping system including deliveries from our wholesalers. Because this is out of our control, please be patient and we will get you pretties to you as soon as possible. ***

 

  1. PRE-ORDER - Available to purchase, delivery in the near future or as per notations. The display tab will show as 'Sold Out’ if sizing/quantity allocation has been exhausted.
  2. COMING SOON - Allocation has yet not been confirmed however stock is preordered by us with the wholesaler. The display tab will show as 'Sold Out', as sizing/quantities have not yet been added.
  3. Lana-Rose Fashion is not responsible for delay in supply of orders from the wholesalers.
  4. Once goods have been received instore, they will default to the front page of the website under the NEW tab or its brand & description pages.
  5. RESTOCKING - This means we have sold out on some sizes & due to popular demand we are getting more stock. Use the Size drop down list to see what is instore and what is to be arriving soon.


5. ON SALE TERMS & CONDITIONS*

All discount Sales & individual Sale Items are subject to these Terms & Conditions:

  1. Discount is off of the Full Retail Price.
  2. Discount does not apply to: Preorders, Print On Demand Shop (POD), Gift Cards, Signature on Delivery, Gift Wrapping, Shipping Charges & Specified Collections/Items.
  3. Already purchased items, even if they have not been dispatched.
  4. No retroactive discounts will be applied. (SO do not forget to use the code).
  5. All Sales are final.
  6. Qualification of Free Shipping is in one transaction Only.
  7. No Refund if you contact us to combine.

*Subject to change without notice.