Return & Refund Policy

Last updated: September 2026

At Lustre & Wren, we want you to feel comfortable shopping with us.

This Returns & Refund Policy explains how returns, refunds and our 30-day return policy work.

This policy applies to purchases made through lustreandwren.com.

30-Day Returns

If you are not satisfied with your order or something is not quite right, please contact us within 30 days of receiving your order.

To request a return, email:

info@lustreandwren.com

Please include:

1. Your full name
2. Your order number
3. The email address used for your order
4. The reason for your return
5. Clear photos if the item is damaged, faulty or incorrect
6. Any other relevant information that can help us review your request

Our customer service team will review your request and provide you with the next steps.

Return Approval

Please do not return an item before contacting us.

Returns must first be approved by Lustre & Wren.

If your return is approved, we will provide you with the relevant return instructions and designated return address.

Our return locations may vary depending on the product and fulfilment partner and may be located overseas.

Sending an item to an address other than the return address provided by our customer service team may prevent us from processing your return.

Return Shipping Costs

For change-of-mind returns, size changes or unwanted items, the customer is responsible for return shipping costs.

If the designated return location is overseas, the customer is responsible for arranging and paying for shipping to that location.

We strongly recommend using a tracked shipping service.

Tracking for Returns

For approved returns, please retain and provide valid return tracking information.

Refunds are generally processed after the returned item has been received and inspected at the designated return location.

If a returned parcel is lost in transit and delivery cannot be confirmed, we may be unable to process the return.

Condition of Returned Items

Unless your item is faulty, damaged or otherwise protected under applicable consumer law, returned products should be:

1. Unworn
2. Unwashed
3. Unused
4. In their original condition
5. Returned with original tags and packaging where reasonably possible

Items showing signs of wear, washing, use, stains, perfume, makeup, damage or alterations may not be accepted as change-of-mind returns.

Items That May Not Be Eligible for Change-of-Mind Returns

This may include:

1. Gift cards
2. Items clearly marked as final sale
3. Personal or hygiene-related products
4. Items that have been worn, washed or used
5. Items returned without prior approval

This does not limit any rights you may have under the Australian Consumer Law.

Faulty, Damaged or Incorrect Items

If you receive an item that is damaged, faulty or incorrect, contact us as soon as possible at:

info@lustreandwren.com

Please include your order number, a description of the issue and clear photographs of the item and packaging.

We will review the situation and work with you on an appropriate solution.

Your rights under Australian Consumer Law are not excluded or limited by this policy.

Australian Consumer Law

Nothing in this policy is intended to exclude or limit rights or remedies that cannot lawfully be excluded under Australian Consumer Law.

Where a product does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or another remedy as provided by law.

Refund Processing

Once an eligible return has been received and approved, we will notify you by email.

Approved refunds will be issued to the original payment method.

Please allow additional time for your bank, card issuer or payment provider to process the refund.

Exchanges

Depending on the circumstances and product availability, an exchange or alternative solution may be available.

Contact:

info@lustreandwren.com

and we will review the available options.

Order Cancellations

If you need to cancel an order, contact us as soon as possible.

If your order has not yet been processed or dispatched, we will do our best to cancel it.

Once an order has entered fulfilment or has been dispatched, cancellation may no longer be possible.

Contact Us

For return, refund or order-related questions:

info@lustreandwren.com