Frequently Asked Questions
Frequently Asked Questions
Where do you ship?
We currently ship to customers across Australia.
Do you offer free shipping?
Yes. We currently offer free shipping across Australia, unless clearly stated otherwise at checkout.
How long does shipping take?
Orders are generally processed within 1 to 3 business days.
Delivery time after dispatch depends on the product, fulfilment location, destination and shipping carrier.
Where available, tracking information will be provided after your order has been dispatched.
Where are orders shipped from?
Some orders are shipped directly from our trusted fulfilment partners.
Depending on the product, these fulfilment partners may be located overseas.
Can I track my order?
Where tracking is available, tracking information will be provided after your order has been dispatched.
Do you accept returns?
Yes.
You can request a return within 30 days of receiving your order, subject to our Returns & Refund Policy.
Contact:
info@lustreandwren.com
before returning an item.
How do I start a return?
Email info@lustreandwren.com with:
- Your name
- Order number
- Email address used for the order
- Reason for your return
- Photos if the item is damaged, faulty or incorrect
We will review your request and provide the appropriate return instructions.
Where do I send my return?
Please do not send your item back before contacting us.
Once your return has been reviewed and approved, we will provide the correct return instructions and designated return address.
Return locations may vary depending on the product and fulfilment partner and may be located overseas.
Who Pays for Return Shipping?
For change-of-mind returns, size changes or unwanted products, return shipping costs are generally the responsibility of the customer.
This does not limit any rights or remedies available under Australian Consumer Law.
When Will I Receive My Refund?
Once an eligible return has been received and approved, the refund will be processed to the original payment method.
Your bank, card issuer or payment provider may require additional processing time.
What If My Item Is Faulty, Damaged or Incorrect?
Contact info@lustreandwren.com as soon as possible.
Include your order number, a description of the issue and clear photographs where appropriate.
We will review the situation and assist with the next steps.