Refund & Exchange with REDO Checkout+
What is Redo & Checkout+ ?
Return shipping: If Checkout+ is purchased at time of checkout return shipping will be covered. Otherwise you will be responsible for the cost of return shipping.
What is Checkout+? Checkout+ is an optional add-on available at checkout that provides both free return shipping and package protection for your order.
By adding Checkout+ on your order, you will receive:
- Free Return Shipping: If you need to return an item for an exchange, refund, or store credit, your return shipping label is covered.
- Package Protection: If your package is lost, stolen, or damaged in transit, you can submit a claim, and upon approval, receive a same-item replacement at no extra cost.
**Refund & Exchange Policy**
**Returns & Exchanges – Initiate Your Return**
**Australia & New Zealand Returns**
Items may be returned via our portal for any reason, including fit, personal preference, or infrequent issues such as defects or incorrect shipment. No prior approval via email is required to initiate a return. Return shipping is free if the "REDO" option was selected at checkout; otherwise, discounted return shipping rates apply. Eligible items must be returned within 14 days of delivery via the portal and physically received in-store within 30 days of delivery for:
- Store credit
- Exchange for an alternative size or style
Refunds are not provided for standard returns. Refunds may only be authorized under exceptional circumstances following individual assessment or if mandated by applicable law. Returns must first be initiated through our portal for evaluation. Items must be returned in unworn, undamaged condition with all original tags and packaging intact to qualify for refunds.
Items discounted od any value are final sale and are not eligible for refund. except where required by law or if the item arrives flawed*, damaged*, or incorrect*. (*Items explicitly described as flawed or damaged on the product page are considered final sale.)
**Start Your Return**
[CLICK HERE TO START A RETURN OR EXCHANGE]
All returns and exchanges must be initiated via the return portal within 14 days of delivery.
Return labels generated are valid for 20 days. Packages must be dispatched via Australia Post before label expiration.
For sizing assistance, please contact our support team via email.
The return portal also facilitates reporting of flawed, damaged, or incorrect items, allowing photo uploads for expedited review, providing a faster resolution than email correspondence.
For assistance with the return portal, contact admin@lana-rose.com.au.
**Return Conditions**
Returned merchandise must meet the following criteria:
- Unworn, unwashed, and unaltered
- All original tags attached and packaging included
- Free from odors (perfume, smoke, deodorant, makeup, pet hair), stains, damage, or marks
- Neatly folded inside the original clean vinyl garment bag
- The clear garment bag must not be used as the external shipping container
All returns undergo inspection upon receipt. Items exhibiting evidence of wear, odors, stains, damage, missing tags, or compromised condition may be rejected.
Rejected items may be returned to the sender and will not qualify for store credit or refunds.
**ReDo Return Coverage**
At checkout, customers may opt into ReDo coverage, which includes:
- Coverage of the return shipping label cost for store credit returns
- Coverage of both return and replacement shipping labels for exchanges
- Exchanges permitted for different sizes or eligible styles; if the replacement item is priced higher, payment of the price differential is required before processing. If unpaid, exchange cannot be completed.
ReDo coverage does not modify the return window, item eligibility, or condition requirements stipulated in this policy.
**Returns Without ReDo**
Customers who did not select ReDo may still initiate returns via the portal with the following conditions:
- Return label fees will be displayed and charged through the portal at a discounted rate
- For approved exchanges, Lana-Rose will cover standard shipping for replacement items
- Store credit returns will incur standard shipping fees on future orders unless the subsequent order qualifies for free shipping
- Original shipping fees and return label costs are non-refundable
**Exchange Availability**
Exchanges are subject to stock availability and are only guaranteed upon completion of the portal return process.
If the requested exchange item is unavailable, store credit will be issued as an alternative.
**Processing Time**
Approved returns are processed within five (5) business days following receipt and inspection at Lana-Rose facilities.
Carrier transit time is excluded from this timeframe.
To expedite exchanges, initiate returns promptly and dispatch packages via Australia Post immediately upon label generation.
**Flawed, Damaged, or Incorrect Items**
Report any flawed, damaged, or incorrect items through the return portal within 14 days of delivery. Include clear photographs documenting the issue. Do not wear, wash, alter, or attempt to repair the item before approval.
Approved claims may result in replacement, repair, store credit, or refund, depending on circumstances and applicable law.
International Returns (Except New Zealand)
Due to elevated shipping and import costs, international returns are not processed through the Australian return portal.
To request an international return for store credit, contact admin@lana-rose.com.au within 14 days of delivery prior to returning merchandise.
Where feasible, returns may be directed to international partners; approval and instructions must be received before shipment.
Customers bear all return shipping and associated charges.
Unauthorized returns may be refused or returned to sender.
Standard change-of-mind returns are not accepted from countries outside Australia and eligible EU jurisdictions due to shipping, customs, and import costs.
This restriction does not apply when remedies are mandated by law or for flawed, damaged, or incorrect items.
**European Union: Right of Withdrawal**
Eligible EU consumers may exercise the right to withdraw from qualifying online purchases within 14 days of receipt.
[CLICK HERE TO START AN EU WITHDRAWAL]