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Online Returns Policy

AUSTRALIAN ONLINE RETURNS PROCEDURE AND CONDITIONS

Our Online Returns Policy includes the rights you have under the Australian Consumer Law and provides you with additional benefits in addition to those rights.

We will refund any items that you are not completely happy with when you return it to us in saleable condition in accordance with the requirements detailed in our terms and conditions and are received by our stores within 15 days from the order date, for any reason including change of mind. Refunds will be credited to your original method of payment within 2 business days of us receiving the item and refund being approved. Please note that shipping charges may apply in certain circumstances as detailed in the terms and conditions.

For our Australian customers, we accept Online returns and exchanges in Dion Lee Stand Alone stores. All items purchased online including sale items are able to be returned for a refund however the item/s must be in a saleable condition, unworn with swing tags attached and returned within 15 days from the order date. Online returns and exchanges will only be accepted in store upon presentation of your Tax Invoice (this is attached to your dispatch email). Please note that all orders returned in store must have the value of the refund credited back to the original payment method. No requests to redirect the refund to other payment methods will granted. 

Outside the above timeframe, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For faulty garment/warranty claims outside of the 15 day return period, please email your contact details with a description of the fault to [email protected] If possible please include your original invoice number and the garment style code. The garment style code can usually be located on the swing tag. We will respond to your email and provide you with additional information so that the claim may be submitted and assessed. Alternatively for our Australian customers, you may take the faulty item into one of our Dion Lee Stand Alone stores.

Where a failure does not amount to a major failure, Dion Lee Enterprise Pty Ltd is entitled to choose between providing you with a repair, replacement or other suitable remedy. To obtain compensation, you will need to provide documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by Dion Lee Enterprise Pty Ltd to comply with a consumer guarantee under the Australian Consumer Law.

To receive a refund for any reason within 15 days from the order date, please ensure that you comply with the instructions below:

RETURNS TO THE DION LEE ONLINE SHOP

If the garment is being returned because you have changed your mind, make sure the item or items are in the same condition you received them in, with all tags still attached. Items cannot be worn, washed or altered in any way. Failure to comply with these requirements will cause your refund to be rejected and returned to you at your cost.

To return an item online, fill out the online return form within 3 days from the delivery date. After completing the form, you will receive an email with a Return Number and instructions on how to send the order back.

To complete the return form you will be required to enter your original invoice number, and e-mail address that you used to complete the purchase. If you are unable to locate these, please contact customer service for assistance. 

For Australian returns, the only permitted method of return is via Australia Post in accordance with these instructions. Should you ship your returns via any other method or provider, we will be unable to process your return and goods may be forfeited.

Once your returned item has been received by our team, you will be notified by email that the garment has been received and is to be assessed and processed.

If your return has been approved in accordance with the above requirements, the payment method used to process the original transaction will be used to process the refund for the full purchase price of each returned garment.

For a return where a garment has been assessed by Dion Lee as being faulty, is not of acceptable or merchantable quality, is not fit for a particular purpose, does not match the description of the product, or does not match the sample of the product, the payment method used to process the original transaction will be used to process the refund for the full purchase price of each returned garment within 7 days of receiving the garment.

Unless the garment is deemed to be faulty, in the event that the returned garment has been assessed as being worn, damaged, altered or has had tags removed, or has been returned outside of the stipulated timeframe, Dion Lee Online will be unable to process your return and will contact you within 48 hours of receiving your garments advising you of this. At this time Dion Lee will provide you with options regarding Dion Lee returning the garment or garments to you at your cost.

Any faulty item claim must be made within a reasonable time of receiving the goods and is not subject to the 15 day returns timeframe.

For any change of mind return, your item must be lodged at any Australia Post office within 10 days of the delivery date to ensure it is received by Dion Lee within the 15 day timeframe. If a garment is lodged within 10 days, but is not received by Dion Lee Online until after 15 days as a result of unforseen delivery delays, Dion Lee will treat the garment as being received within the required timeframe.

We are unable to process or accommodate garment exchanges through the online store at this time. If you wish to exchange a garment for a different size, style or colour, please contact customer service or follow the returns process and initiate a new and separate order. Alternatively you may exchange online purchases at one of our Dion Lee Stand Alone stores.

If your order was originally shipped/delivered to Australia, it must also be returned from within Australia. If the garments are returned from another Country, you may incur additional costs, or may be required to forfeit the goods or have your refund reduced by a value up to, equalling, or exceeding the total value of the goods.

INTERNATIONAL RETURN PROCEDURE AND CONDITIONS

Our Online Returns Policy includes the rights you have under the Australian Consumer Law and provides you with additional benefits in addition to those rights.

If for any reason you are not satisfied with your purchase, fill out our returns form here and send the item/s back to our facility in Australia. Once you submit your returns form, you will receive an email with information on how to send your return back to us.

The shipping in this instance is arranged and paid for by you, the customer. We will advise of the amount to be refunded by return email. Refunds will be credited to your original method of payment within 7 days of us receiving the item and the refund being approved. 

Duties and Tax/VAT will not be refunded to you if you choose to return all or part of your purchase.

Please note that all returns must be received at the address specified on the returns form within 30 days from the original order date. If goods are not received back with us within this we may be unable to process your claim, and your garments may be returned to you at your cost, or goods may be forfeited. 

We highly recommend you use a shipping method for your return that provides you with tracking. We are unable to assume liability for any returns that are lost in transit.

Please note that refunds for International online purchases can only processed by returning the item to the Dion Lee Online Store via the process detailed above, and are unable to be accepted or processed in-store.

To receive a refund for any reason within 30 days of your original order date, please ensure that you comply with the instructions below:

If the garment is being returned because you have changed your mind, make sure the item or items are in the same condition you received them in, with all tags still attached. Items cannot be worn, washed or altered in any way. Failure to comply with these requirements will cause your refund to be rejected and returned to you at your cost.

Outside the above timeframe, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For faulty garment/warranty claims outside of the 30 day return period, please email your contact details with a description of the fault to [email protected] . If possible please include your original invoice number and the garment style code. The garment style code can usually be located inside the garment attached to the care label. We will respond to your email and provide you with additional information so that the claim may be submitted and assessed.

Where a failure does not amount to a major failure, Dion Lee Enterprise Pty Ltd is entitled to choose between providing you with a repair, replacement or other suitable remedy. To obtain compensation, you would need to provide documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by Dion Lee Enterprise Pty Ltd to comply with a consumer guarantee under the Australian Consumer Law.

If a return is being processed in relation to a faulty garment, or the garment is not of acceptable or merchantable quality, is not fit for a particular purpose, does not match the description of the product, or does not match the sample of the product, the garment will be returned at Dion Lee’s cost subject to these terms and conditions and providing return shipping instructions are strictly followed.

In the event that a faulty return shipment is requested, Dion Lee Online reserves the right to nominate a preferred International courier. Please note that if the garment is deemed not to be faulty, the cost of the return shipping will be deducted from any refunded value.

For a return where a garment has been assessed by Dion Lee as being faulty, is not of acceptable or merchantable quality, is not fit for a particular purpose, does not match the description of the product, or does not match the sample of the product, the shipping fee will be waived. If the garment has been assessed by Dion Lee as falling into one of the above categories, the credit card used to process the original transaction will be used to process the refund for the full purchase price of each returned garment within 7 days of receiving the garment.

All refunds will be processed in line with the timeframes as stated above, and will be processed in the currency in which you purchased the item in. 

Unless the garment is deemed to be faulty, in the event that the returned garment has been assessed as being worn, damaged, altered or has had tags removed, or have been returned outside of the stipulated timeframe, Dion Lee Online will be unable to process your return and will contact you within 48 hours of receiving your garments advising you of this. At this time Dion Lee will provide you with options regarding Dion Lee returning the garment or garments to you at your cost.

Any faulty item claim must be made within a reasonable time of receiving the goods.

We are unable to process or accommodate garment exchanges at this time. If you wish to exchange a garment for a different size, style or colour, please call customer service or follow the returns process and initiate a new and separate order.

If your order was originally shipped/delivered to a Country outside of Australia, it must also be returned from within that same Country. If the garments are returned from another Country, you may incur additional costs, or may be required to forfeit the goods or have your refund reduced by a value up to, equalling, or exceeding the total value of the goods.

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