Returns and Refunds Policy

Returns (Australian customers only)

If you are dissatisfied with an item, you can return it for a full refund. The item must be returned to us, at your expense, within ten days of receipt and in excellent saleable condition with all packaging material, brochures and instruction materials etc included.  If the item is damaged in transit back to us because of poor repacking, we reserve the right to refuse a refund.

The return can not be just because you have changed your mind, need money. A genuine reason MUST accompany a pre-approved refund/return.

In some cases, a credit may be issued only.

GOODS AND INVOICES MUST BE CHECKED ON ARRIVAL. ALL DISCREPANCIES, INCORRECT OR DAMAGED GOODS MUST BE NOTIFIED TO US WITHIN 3 DAYS OF RECEIPT, OTHERWISE CLAIMS WILL NOT BE RECOGNISED.

For faulty items, we will replace or repair the item where feasible, or we will refund all or part of the purchase amount.  Please email us at luan@lucidangel.com within the 3-day time limit with details of the faulty item/s as follows and include photos if possible.

  • Order No.
  • Name
  • Address
  • Goods ordered
  • Problem(s) with goods
  • Proposed solution (i.e) Replacement

Damaged items will then need to be returned to us, however, goods for return will not be accepted without prior arrangement and authorisation by a representative. All freight charges for returning items will be the responsibility of the buyer unless otherwise agreed by us.

If we accept responsibility for return freight costs, those costs must be reasonable and not excessive – it is up to you to repack the goods with adequate padding in a properly sized box for the goods and not an oversized box. Australia Post and Couriers charge per cubic measurement and not necessarily dead weight.  Please contact us if you have any queries about repacking goods.

Never send an item back before contacting us first and agreeing on a remedy.  We may be able to come up with an alternative solution that will save you from having to return the item.

We take no responsibility for damages and losses that occur during shipping. That means, if something does arrive broken due to poor transit conditions, we do not take responsibility.

Please do not damage the packaging and always send back the item in its original packaging unused, undamaged and unmarked otherwise we may charge a repacking fee.

We do not guarantee that the products you receive will be exactly the same as those displayed in the photos on this website.  Slight differences between the product and the website photos that don’t affect the functionality of the product are not grounds for a refund.  Manufacturers sometimes make slight changes to products without letting us know, making it difficult for us to always have the website photos updated before the modified products go out.  In addition, many of our products are handmade and variations are part of the character of the product and should not be considered a fault.

Returns will not be accepted on International Orders.

Cancellations
You have the right to cancel an order at any time before shipment. Any such cancellations need to be received by us via email.  If the order has not been dispatched we will immediately refund you if your payment has been processed, minus a 3% surcharge if paid via credit card transaction.  However, please note that we generally ship out goods the same day the order is received, in which case cancellation of your order will not be possible.

Delivery
Normal delivery times are: NSW 1-3 days, Victoria and South to Mid Queensland 3-5 days, South Australia 5-7 days, North Queensland and Tasmania 7-9 days, WA and NT 9-12 days. International postage times vary – please send an email and we will estimate delivery time for you.  Please note Lucid Angel’s Wonderland does not offer ‘same day’ or “next day” delivery.  Our experience indicates that most “Express” parcels we send will be delivered in a similar time frame as Regular Post parcels.

Out Of Stock Items
Whilst we make every effort to carry ample stock of all products at all times, it is sometimes impossible to predict demand which can at times lead to items being out of stock for a short period of time. Most items are usually on order from the distributor and stocks are generally replenished regularly.  In these circumstances, we will endeavour to dispatch your order within three days from the date of purchase.  However, if we are out of stock of an item for longer than this and payment has been made we will generate a credit to your account or a refund can be requested.
Occasionally, we may have items “in stock” but on processing your orders, realise there is no stock available. You may be offered a refund, a delay in that item being shipped to you. Whatever the case, we will contact you.