Faulty Items

Faulty Items

We carefully inspect our products before they leave Lulu & Daw, however on rare occasions an item may arrive with a fault.

If you believe you have received a faulty item, please contact us as soon as possible with:

  • Your name and order number or proof of purchase

  • A description of the fault

  • Clear photographs showing the issue

Please do not continue to wear, wash or alter the item once a fault has been identified, as this may make it more difficult for us to properly assess the issue.

Assessment of Faulty Items

Lulu & Daw may need to inspect the item before determining the appropriate remedy.

An item will not generally be considered faulty where the issue is the result of:

  • Normal wear and tear

  • Accidental damage

  • Incorrect washing or care

  • Misuse or improper storage

  • Alterations made after purchase

  • Damage caused by jewellery, handbags or other external items

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

Minor Faults

Where a fault is minor and can be reasonably repaired, Lulu & Daw may arrange a repair or another appropriate remedy within a reasonable timeframe.

If the problem cannot be repaired within a reasonable time, you may be entitled to a replacement, refund or another remedy in accordance with Australian Consumer Law.

Major Faults

A product may have a major problem if, for example, it:

  • Is unsafe

  • Is substantially different from its description or sample

  • Cannot be used for its normal purpose and cannot easily be fixed

  • Has a serious problem, or several smaller problems, that would have stopped a reasonable customer from purchasing it had they known about them beforehand

Where an item has a major problem, you may choose between a refund or replacement in accordance with Australian Consumer Law.

Returning a Faulty Item

If an item is confirmed to be faulty, Lulu & Daw will provide the appropriate remedy and reimburse reasonable return postage costs where required.

Please keep any postage receipts until your claim has been resolved.

Faulty items are not subject to our usual 7-day in-store or 14-day online change-of-mind return periods. Your rights in relation to faulty goods may continue for a reasonable period depending on the product and circumstances.

Sale Items

Sale or discounted items are still covered by Australian Consumer Law.

However, an item will generally not be considered faulty where you were clearly informed of the particular defect or imperfection before purchasing the item and the claim relates to that disclosed issue.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the nature and seriousness of the problem.

Nothing in this policy is intended to exclude or limit your rights under Australian Consumer Law.