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SHIPPING & RETURNS

returnpolicy

SHIPPING POLICY

A Legal Disclaimer

  • At Katie Lauren, we strive to deliver your hair accessories and hair products as quickly and efficiently as possible. This Shipping Policy outlines how we process and deliver orders within Australia.

Shipping Locations

  • We currently only ship to addresses within Australia. Unfortunately, we do not offer international shipping at this time.

Order Processing Time

  • Standard Orders: Orders placed before 12:00 PM AEST will be processed within 5 business days.

  • Public Holidays and Weekends: Orders are not processed or shipped on weekends or public holidays. Any orders placed on these days will be processed on the next business day.

Shipping Rates & Delivery Times

  • Delivery Timeframe: Once your order has been processed and shipped, you can expect delivery within 5-10 business days, depending on your location. Remote or rural areas may experience slightly longer delivery times.

Shipping Carriers

  • We use trusted Australian courier services, including Australia Post, to ensure timely and safe delivery of your order.

Order Tracking

  • Once your order has been dispatched, you will receive an email notification with tracking information. You can track your shipment using the provided tracking number on the carrier's website. If you have any questions regarding your order status, please contact us.

Delivery Issues

  • Incorrect Address: Please ensure your shipping address is correct at the time of purchase. We are not responsible for orders shipped to incorrect or incomplete addresses. If you realize there is a mistake in your shipping details, please contact us immediately via the details listed on our contact page. Changes can only be made if the order has not yet been dispatched.

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  • Failed Delivery Attempts: If a delivery attempt is made and no one is available to accept the package, a card may be left by the courier with instructions on how to arrange redelivery or pick up your order from a local post office or collection point.

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  • Lost or Delayed Shipments: If your package is delayed or lost in transit, please contact us, and we will work with the shipping carrier to resolve the issue.

Damaged or Missing Items

  • Damaged Goods: If your order arrives damaged, please contact us within 3 days of receiving your shipment. Include your order number and photos of the damaged product, and we will arrange for a replacement or refund.

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  • Missing Items: If your package arrives and any items are missing, please notify us within 3 days of delivery, and we will resolve the issue.​​

Special Shipping Requests

  • If you have any special shipping requests, such as delivery instructions or gift wrapping, please include these notes during checkout, or contact us directly before placing your order.​​​​

RETURN & EXCHANGE POLICY

A Legal Disclaimer

At Katie Lauren, we take pride in delivering high-quality products and services to our customers. We understand that sometimes things may not go as planned, and we're here to help. Please review our return and exchange policy below to understand your rights and our process.

Refund Eligibility

We offer refunds in the following situations:

  • Damaged or Incorrect Goods: If you receive damaged goods or an incorrect order, we will gladly replace the item or issue a refund. Please notify us within 7 days of receiving your order.

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  • Non-Delivery: If your order does not arrive within the expected timeframe, please contact us. We will investigate the issue and provide a replacement or a refund if necessary.​

Non-Refundable Items

Due to the nature of our hair products and accessories, we are unable to accept returns or issue refunds for:

  • Opened, used, or tampered products

  • Items received more than 7 days ago

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If the product is unopened, unused, and you believe you are eligible for a refund due to a mistake or error in your order, please contact us as soon as possible. We are committed to ensuring your satisfaction and will work with you to resolve any issues promptly.

How to Request a Refund

If you believe you are eligible for a refund based on the criteria listed above, please follow these steps:

  1. Contact Us: Email us via our contact page with your order number, a description of the issue, and photos of any damaged or incorrect items (if applicable).

  2. Timeframe: Refund requests must be made within 7 days of receiving your order.

  3. Refund Process: Once we receive and review your request, we will notify you via email of the status of your refund. If your refund is approved, it will be processed and automatically applied to your original method of payment within 7 business days.

Shipping Costs

  • Damaged or Incorrect Items: We will cover any return shipping costs if the item delivered is incorrect or damaged.

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  • Non-Refundable Shipping Costs: Shipping costs for returning non-defective items (where applicable) are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund if it is not related to our error.

Exchanges

  • If you would prefer to exchange your product (e.g., incorrect colour or size), please follow the same steps outlined in How to Request a Refund. Exchanges are subject to product availability.

Refund Processing Time

  • Refunds will be processed within 3 business days once the refund has been approved. Please note that it may take additional time for the refund to appear on your bank statement, depending on your financial institution.

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