FAQ
Returns made hassle-free! At The Lullaby Club, we prioritise your satisfaction. Our Returns Policy ensures a smooth experience if you need to send something back. Find detailed instructions on how to return items and explore our easy-to-understand Shipping FAQ section. From understanding delivery times to managing returns, we've got you covered every step of the way.
Returns Policies
We want you to be happy with your Lullaby Club purchase. Please read more about how to submit a return.
This policy is for orders without discount codes or sale items. Here's what you need to know:
Returns and Refunds:
- We offer refunds to your original payment method or store credit for all unworn, unwashed with tags still attached full-priced items returned within 30 days from the date of shipping.
Store Credits:
- Credit notes have a 4-year expiry.
Original Shipping Costs:
- Shipping costs are non-refundable.
Return Shipping Costs:
- You are responsible for all return postage costs. We recommend using a traceable delivery service and keeping proof of postage.
Discount Codes:
- If you used a discount code, this policy does not apply to you. You will only be eligible for a store credit.
Gift Cards:
- Gift cards cannot be turned into cash refunds.
Gift With Purchase Orders
If you take advantage of a free gift with purchase promotion, please note that you will be eligible for a store credit only if you decide to return your order.
This policy is in place because the free gift is considered a promotional item and is not eligible for a cash refund. We hope you understand and appreciate your cooperation.
If you wish to not accept the promotion, you have the option to remove the promotional item from your cart before completing your purchase.
This is the policy for orders that applied discount codes or include sale items (excluding warehouse or sample sales).
Discounts include any codes entered at checkout including welcome discounts, review discounts, rewards discounts, Spend and save offers and sitewide sales.
Here's what you need to know:
Returns:
- You can return your discounted or sale items within 30 days of your order being shipped. We'll give you an online gift voucher. Tags must be attached and in original resalable condition. This means no perfumes, tanning products, or animal hair should be present.
Discount Codes:
- Discount codes do not have cash value. If you make a return, your online store credit will be the amount you paid at checkout minus the discount code value.
Original Shipping Costs:
- Shipping costs are non-refundable and are paid to a third-party service. We do not profit from shipping charges.
Return Timeframe:
- You must request a return and send the merchandise back to our warehouse within 30 days from the delivery date.
Return Shipping Costs:
You have two options for return shipping:
- You can choose the 'Drop Off' method to have the return shipping cost deducted from your store credit.
- Alternatively, you can choose the 'Mail' method and choose your mailing method.
Gift With Purchase Orders
If you take advantage of a free gift with purchase promotion, please note that you will be eligible for a store credit only if you decide to return your order.
This policy is in place because the free gift is considered a promotional item and is not eligible for a cash refund. We hope you understand and appreciate your cooperation.
If you wish to not accept the promotion, you have the option to remove the promotional item from your cart before completing your purchase.
- Bundles are considered discounted items and are classified as sales items.
- If you purchase items individually at full price, you are eligible for a full refund.
- However, if you purchase items in a bundle and receive a 15% discount, you are only eligible for a store credit.
If you take advantage of a free gift with purchase promotion, please note that you will be eligible for a store credit only if you decide to return your order.
This policy is in place because the free gift is considered a promotional item and is not eligible for a cash refund. We hope you understand and appreciate your cooperation.
If you wish to not accept the promotion, you have the option to remove the promotional item from your cart before completing your purchase.
At The Lullaby Club, we value transparency and want to clarify our policy regarding refunds on discounted orders. We don't offer refunds on discounted items due to the time-consuming and costly nature of processing returns. The associated expenses, including staff fees, repackaging fees, and returns platform fees, transaction fees are not built into the product prices.
In our commitment to keeping our products affordable amid the rising cost of living, we strive to avoid unnecessary overheads. When you use a discount code, it affects the overall cost of the item, and we provide customers with the choice to apply these codes at their discretion. We want to emphasize that using discount codes is entirely optional, and if the possibility of a refund is crucial to you, you have the autonomy to forgo the discount.
Additionally, our return shipping fee is a fixed cost of $14.99, irrespective of the item's weight. Covering this cost would necessitate an increase in product prices, which contradicts our goal of maintaining affordability.
We appreciate your understanding and continued support of our business.
YES, we do offer refunds on full-price orders.
A full price order by definition is one that has not used rewards, ANY discount code or sale items.
If you have any specific concerns or questions regarding a refund, feel free to reach out to our customer support team for assistance.
We no longer offer exchanges due to system limitations. However, if you're looking to replace an item, you can effortlessly utilise your store credit for a repurchase.
Your store credit serves as a seamless solution for acquiring your preferred item from our collection.
Should you need any assistance or guidance on how to make the most of your store credit, our dedicated team is here to lend a hand. Feel free to reach out, and we'll gladly ensure your shopping experience is smooth and delightful.
Thank you for your understanding and continuous support.
We aim to process all returns on the same day we receive them. However, if you've tracked your return and see that it has reached us, we kindly request you to give us 1-3 business days to complete the processing.
If three days pass, and you haven't received an email notification from us, please don't hesitate to get in touch with our fantastic customer service team at info@thelullabyclub.com.au. We're here to assist you!
- The customer pays for the return shipping, it is non-refundable.
- When you start your return, you can choose to have the shipping label cost subtracted from your refund or store credit.
- For domestic customers -If you choose 'Drop off' option, we will. provide the label and $14.99 will be deducted from your credit.
- If you choose 'Mail" option, you can choose a method to send your return back.
- We don't currently offer return shipping labels for International customers, but it's something we're actively working on.
- If you choose the 'Mail' method for your peace of mind, please use a traceable mail service to return items. If we don't receive the items you're returning, we can't process your return. Also, remember to get a proof of postage when you send back the items. If you have a faulty item, please check our faulty returns information.
Some items cannot be returned. Here's what you need to know:
- Items marked as faulty and sold at a discounted price, including warehouse and sample sales, can't be returned.
- Drink Bottles
- Gift cards are also non-returnable.
Warehouse Final Sale Policy: No Returns, Exchanges, or Store Credits
If an item is labeled as "warehouse final sale," it's not eligible for returns. This applies to all items discounted by 70% or more. Unfortunately, we can't offer refunds, exchanges, or store credits for these items.
It's important to know that these items might have small imperfections, like pre-production samples, ex-photoshoot stock, discontinued stock lines, minor stains, small stitching issues, inconsistent fits, or slight fabric quirks.
By buying these items, you're agreeing to our no-return policy.
Pre-Order Policies
We're sorry for any inconvenience, but cancellations for refunds on pre-orders are not permitted as our pre-order items are made to order. However, you can cancel your pre-order for store credit. Please refer to our Pre-Order Policy for more details. If you have any further questions or concerns, feel free to reach out.
If you didn't read the information provided in the description, it's important to note that you are responsible for familiarising yourself with our policies and terms before making a purchase. As stated in our policies, failure to do so does not exempt you from our terms and conditions. We always strive to provide comprehensive information to ensure transparency and customer satisfaction. If you have any specific concerns or questions, please don't hesitate to contact us.
If you purchase an item on pre-order along with an item that is currently in stock, please note that your entire order will not be shipped until the pre-order item is ready to be fulfilled. We consolidate shipments to ensure efficient processing and delivery. Please get in touch with our friendly customer service team if you wish to have the in stock items split ship info@thelullabyclub.com.au.
Thank you for your understanding.
Pre-order processing times are estimates, and while we do our best to provide accurate timelines, we cannot guarantee specific dates. Various factors, including production delays or unforeseen circumstances, may impact the estimated pre-order processing times. Thank you for your patience and understanding.
Shipping
Here's everything you need to know about shipping in Australia:
Free Shipping:
- When your order reaches $200 AUD or more, you'll enjoy free standard shipping.
- When your order reaches $250 AUD or more, you'll enjoy free express shipping.
- During sitewide sales, we have the discretion to turn off the free shipping offer.
Shipping Charges for Orders Under $200 AUD:
Standard: $9.95
Express: $14.99
Estimated Shipping Times:
We want you to get your order quickly. Here's what you can expect:
- Express Post: 1-5 business days
- Standard Post: 2-9 business days
If you have any questions or need assistance, please don't hesitate to contact us. We're here to make your shopping experience the best it can be!
Free Shipping:
- When your order reaches $300 AUD or more, you'll enjoy free international standard shipping.
- During sitewide sales, we have the discretion to turn off the free shipping offer.
Shipping Charges for Orders Under $300 AUD:
Shipping charges are carrier calculated.
Here's what you need to know:
- All orders are shipped from our headquarters in Brisbane, Australia.
- If you place an order before 11:00 am AEST Monday to Friday, it will be dispatched on the same day. Please note that we do not ship orders on weekends or public holidays.
- During product releases or sales, it might take up to 7 days for your order to be shipped.
- For international orders, we offer standard and express options. We use DHL Express or Australia Post our cart will show you the cheapest option available and does not show individual carriers.
- Please be aware that all products are sold on a Delivery Duty unpaid basis. This means the recipient may need to pay import duty or a customs entry fee before or upon receiving the order. Additional taxes, fees, or levies may be applicable based on local legislation, so it's essential for customers to check these details before placing international orders. Keep in mind that various countries have specific import restrictions on certain products or materials, and it's the customer's responsibility to verify local customs regulations before ordering items for shipping outside Australia.
- We don't currently offer return shipping labels for International customers, but it's something we're actively working on.
Here's everything you need to know about our order processing and shipping:
- All orders are shipped from our headquarters in Brisbane, Australia.
- If you place an order before 11:00 am AEST Monday to Friday, it will be dispatched on the same day. Please note that we do not ship orders on weekends or public holidays.
- During product releases or sales, it might take up to 7 days for your order to be shipped.
- For international orders, we offer standard and express options. We use DHL Express or Australia Post our cart will show you the cheapest option available and does not show individual carriers.
- Please be aware that all products are sold on a Delivery Duty unpaid basis. This means the recipient may need to pay import duty or a customs entry fee before or upon receiving the order. Additional taxes, fees, or levies may be applicable based on local legislation, so it's essential for customers to check these details before placing international orders. Keep in mind that various countries have specific import restrictions on certain products or materials, and it's the customer's responsibility to verify local customs regulations before ordering items for shipping outside Australia.
- We don't currently offer return shipping labels for International customers, but it's something we're actively working on.
- United States
- United Kingdom
- Taiwan
- Europe
- New Zealand
- UAE
- Canada
- Japan
- Singapore
- Hong Kong
- China
- Mexico
We want to make sure you're aware that all customs charges and taxes, including VAT, must be paid by the receiver of the order. The Lullaby Club is not responsible for any charges that may arise when receiving international orders. Please keep in mind that these fees are not included in the cost of your order or shipping charge.
If you encounter any duties and taxes associated with your order, The Lullaby Club does not offer refunds in these situations. We appreciate your understanding and cooperation. If you have any questions, feel free to reach out to us.
Our Shipping Protection offers coverage for loss, theft, or damage of items during shipping. This policy is available for a fee of $3.99 per order. Please note that the Shipping Protection does not cover damage resulting from customer wear and tear.
To make a claim under the Shipping Protection policy, you must contact us within 30 days of your order being shipped. Claims made after this period will not be eligible for replacement or credit.
If your item is lost, stolen, or damaged during shipping, please contact our customer service team at info@thelullabyclub.com.au with your order number and details of the issue. We will assess your claim and provide further instructions on how to proceed with a replacement or credit.
Please note that Shipping Protection is optional. If you choose not to purchase Shipping Protection, you are responsible for any loss, theft, or damage that may occur during shipping.
We reserve the right to modify or discontinue the Shipping Protection policy at any time without prior notice. Any changes to the policy will be communicated to customers via our website or email.
Discounts & Loyalty Rewards
Please note: The Loyalty program will be closing on March 22nd 2024. Points cannot be redeemed for credits or cash, and any unused points after this date will not be reimbursed. Thank you for your understanding.
- You can use one discount code per purchase, and it's a one-time use per customer.
- These codes don't have any cash value. If you make a return, your account will be credited only with the amount you paid, minus the code's value.
- Discount codes can't be combined with other promotions.
- Sometimes we have special offers to welcome new customers or boost sales. If someone tries to get benefits in tricky ways like using multiple accounts or false names, they'll lose those benefits.
- We might change or refuse a discount or promotion if we need to.
- Discount codes can't be used on past orders, and we won't adjust prices for orders made before a promotion starts.
- Each discount code has an expiration date, and some items might not be eligible for discounts.
- If you use a discount code and decide to return an item, you will receive store credit only. Please refer to the full returns policy above for further details.
Please note: The Loyalty program will be closing on March 22nd 2024. Points cannot be redeemed for credits or cash, and any unused points after this date will not be reimbursed. Thank you for your understanding.
At The Lullaby Club, we value your loyalty and want to make your shopping experience even more rewarding. That's why we offer The Lullaby Club Rewards Program. Here's how it works:
Earning Rewards:
- To join our program, all you need to do is create an account on our website. You'll automatically be enrolled, and you'll earn your first reward just for signing up.
- You can earn more rewards by making purchases, referring friends, and following us on social media. The more you engage with us, the more rewards you can earn.
Using Your Rewards:
- Once you've earned rewards, you can use them to get discounts on future purchases. It's our way of saying thank you for being a part of our community.
Keep in Mind:
- Rewards are not transferable and have no cash value. They can only be used on our website for eligible purchases.
- Your rewards will be visible in your account, and you can apply them at checkout.
- Rewards have expiration dates, so be sure to use them before they expire.
- We may occasionally adjust the program, but we'll always keep you informed of any changes.
- If you have any questions or need assistance with our Rewards Program, our customer service team is here to help. Just reach out to us.
We're thrilled to offer you rewards discount codes as part of The Lullaby Club Rewards Program. To make the most of these codes, please take note of the following policy:
Minimum Spend Requirements:
To use your rewards discount codes, you'll need to meet certain minimum spend requirements:
$5 code: $50 min spend
$10 code: $30 min spend
$20 code: $50 min spend
$30 code: $50 min spend
Code Validity:
- Once you redeem a code, it's valid for one month. After it expires, the points cannot be reinstated, and the code cannot be redeemed.
One Code at a Time:
- You can only use one rewards discount code per transaction. We're unable to apply multiple rewards codes to a single order.
No Use During Sitewide Sales:
- Please note that you cannot use your rewards discount codes during sitewide sales. These codes are not applicable when we have site-wide sales events.
Discount Code Policy for Orders Using Rewards:
- This policy specifically applies to orders where you're using rewards discount codes. Other discount code policies may apply to different promotions.
We hope this policy helps you make the most of your rewards. If you have any questions or need assistance, feel free to contact our customer service team. Thank you for being part of The Lullaby Club community!
Order Questions
Don't hesitate to contact our customer service team at info@thelullabyclub.com.au. We're always here to assist you.
If you need to make changes or updates to your order, please reach out to our customer service team at info@thelullabyclub.com.au right away. We work diligently to pack and ship your order promptly, which means there's a limited window for making alterations before your order is dispatched from our headquarters. Your quick action is appreciated!
If you've mistakenly entered the wrong shipping address, please don't hesitate to get in touch with our customer service team at info@thelullabyclub.com.au immediately. We're committed to the speedy packing and shipping of your order, which means there's a brief timeframe for address updates before your order is sent out from our headquarters.
Please be sure to check your email, including your junk mail folder, as you should receive an order confirmation containing your order details.
If you haven't received your order confirmation, don't hesitate to reach out to us at info@thelullabyclub.com.au. We're here to assist you further with your order
Didn't find your answer?
Feel free to email us at info@thelullabyclub.com.au. We'll respond within 24 hours. Please keep in mind that we don't respond on weekends or public holidays.
"Obsessed with this set. I also purchased it in Lilac and love mixing the two."– Adriarna K.
"Absolutely love this style of dress. So flattering and lightweight. Love it!"– Reagan B.
"Love this dress and I always get compliments when I wear it! It’s super easy for breastfeeding also. I highly recommend it."– Amy G.