Returns
However, we know purchasing online can be tricky and sometimes it take a few tries to get it right. We are happy to provide returns for refunds on all full priced items.
Please note, we cannot accept returns for items purchased on Sale.
IMPORTANT INFORMATION
Shipping for Returns or Exchanges from ALL Countries must be sent back to our Studio in Auckland, New Zealand.
ALL customers; Return postage and tracking to our NZ location is the responsibility of the customer. We strongly suggest a traceable shipping method when returning items.
We are only able to accept a return of an item purchased our Lonely® E-Shop.
We are unable to accept any returns on soiled or unclean garments for hygienic purposes, we strongly recommend trying items over underwear until you have decided to keep your order. We reserve the right to refuse your return if it does not meet our standards.
For ease of processing, no returns will be accepted if you have not emailed our Returns Team. We reserve the right to return to sender any packages that have not gained approval prior.
We are unable to refund any duties or taxes, we recommend that you contact your local customs office if you wish to claim back taxes and duties on returned orders.
Lonely Lingerie reserves the right to refuse service, credit and exchanges to anyone who, in our opinion makes excessive or arbitrary returns or exchanges.
All items must be assessed at Lonely HQ prior to a repair, exchange or refund being issued either in-store at our boutiques or online. This process can take up to 48hrs once the items is received.
RETURN FOR REFUND
We only accept returned garments purchased through our Website Lonely®
Lonely® must be notified within 14 days of purchase and be accompanied by your order confirmation.
We cannot refund any items purchased on Sale.
We will not refund the original shipping cost.
No tax and duty cost paid by the receiver will be refunded.
We cannot issue Refunds at our Lonely® Boutiques for items purchased at our Lonely® Website.
All items must be received and assessed at Lonely HQ prior to a refund being issued. This process can take up to 48hrs once the items is received.
Once the item is received by Lonely® we will contact you to advise the status of your return.
If the return meets our returns standards, a refund will be issued, this can take up to 10 days to be completed.
We will email you to let you know your return has been completed.
EXCHANGES
If you ordered the wrong size, we are able to exchange your items as long as the item is unworn and in original packaging.
When you return your item for an online exchange, a refund is issued (minus the original shipping cost), and then a new order can be placed.
All Exchanges must be notified within 14 days of purchase and be accompanied by your order confirmation.
We cannot exchange any items purchased on Sale.
We will not refund the original shipping cost.
Items purchased from Lonely® Website may be exchanged at any of our Lonely® Boutiques Worldwide.
All items must be received and assessed at Lonely HQ prior to a refund being issued. This process can take up to 48hrs once the items is received.
Once the item is received by Lonely® we will contact you to advise the status of your return.
If you received the wrong item we will refund your shipping cost.
No tax and duty costs paid by the receiver will be refunded.
FAULTY GARMENTS
We have a thorough quality control process and are very proud of the quality garments we create. Due to our fabrics delicate nature, special care should always be taken of your Lonely items to ensure longevity. If you do happen to receive an item with a fault we will exchange the item for free or provide a refund.
We only accept faulty garments purchased through our Lonely® Website/ E-Shop.
Any garments purchased from another retailer must be returned to that retailer.
If you have received an item that you believe to be faulty, please contact our Returns team within 48 hours of the item arriving.
We have a Fair Use Policy of; 12 months from the purchase date for clothing, and 6 months from the purchase date for lingerie and swimwear. We are unable to accept any returns for any reason outside of these timeframes
All Faulty items must be received and assessed at Lonely HQ prior to a refund being issued. This process can take up to 48hrs once the items is received.
We reserve the right to repair or replace the garment in question in the first instance.
Please note, we do not accept, exchange or refund items for general wear and tear or mis-use, or any items that fall outside of the Fair Use Policy.
If your item is deemed faulty, a refund will be issued to your original payment method, this can take up to 10 days to be completed.
If your item is deemed faulty we will refund your original shipping cost.
We are unable to refund any duty or taxes paid, we recommend you contact your local customs office if you wish to claim back the Duties or taxes on returned orders.
Please follow our Lonely washing instructions for the correct care of your garments.
HOW TO RETURN AN ITEM
All items must be assessed by the Lonely® Returns team before a Return is approved (RA) and any refund is processed. This process can take up to 48hrs once the items is received.ALL CUSTOMERS; please email shop@lonelylabel.com to request an RA.
Once the return request is approved, send your item(s) back with the original invoice.
Return postage and tracking to our NZ location is your responsibility. We strongly suggest a traceable shipping method when returning items.