It is very important to us that our customers are happy with their experience and purchases. If you are not satisfied with an item, you may exchange it within 7 days of your goods being delivered.
What can be returned or exchanged?
If you wish to return or exchange an item, we will provide you with a credit note or exchange for full priced items only where:
- The items are in original packaging with all tags still intact;
- The items have not been worn, damaged or washed;
- The items are returned within 7 days of delivery date; and
- The original invoice as proof or purchase is provided
We will provide you with a credit note or full refund at our discretion for items that:
- Are faulty;
- Have been incorrectly described;
- Are different to the items that you ordered
What can’t be returned or exchanged?
We won’t accept returns or exchanges on:
- Gift cards
- Cut fabric
- Sale items (unless deemed faulty)
Please note all sale items are final sale and cannot be returned for exchange or refund unless deemed faulty.
Return and exchange shipping
Customers returning items must pay for return shipping and provide the means of tracking. Luft takes no responsibility for lost return/exchange deliveries. It is your responsibility to ensure the products are adequately packaged to guarantee that they are not damaged during return transit. Return shipping charges are only reimbursed where the product has been deemed faulty.
How to return/exchange
Prior to returning items, please contact us within 7 days of the delivery of your item/s at firstname.lastname@example.org or phone 03 9489 0891 to ensure that we can discuss the receipt of your goods and arrange an exchange, credit note or refund. When contacting us, request a RETURNS AUTHORISATION NUMBER and a RETURNS/EXCHANGE/REPAIR FORM. Please note returns will not be accepted without this appropriate paperwork. Please fill out the form and post it with your items to the specified address as noted on the form.
If you wish to exchange an item, please contact us so we can reserve the new selection for you and provide you with a RETURNS AUTHORISATION NUMBER and a RETURNS/EXCHANGE/REPAIR FORM
In the unlikely occurrence of receiving a faulty item, please contact us immediately to discuss its repair or replacement by emailing at email@example.com or phoning 03 9489 0891.
Where it is confirmed the item is faulty, Luft will arrange for the repair of the fault. If a repair is not possible, a replacement will be provided.
If we are not able to replace the item in a reasonable time frame, we will issue a full refund, including original shipping and return shipping costs.
Items under warranty
Manufacturers defects are subject to their warranty. If you have an item under warranty that needs repair, contact us at firstname.lastname@example.org or phone 03 9489 0891 to request a returns authorisation number and a returns/exchange/repair form, then send your item to us with the completed form. We are happy to forward your item to the manufacturer on your behalf, but note handling fees (shipping and insurance) will be charged to you.
Alternatively, we can provide you with the details for the manufacturer of the product. If you have any problems regarding your warranty, do not hesitate to contact us as we will be happy to assist.