FAQs

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Luella ships to Australia wide, along with Worldwide via Australia Post. Shipping within Australia may take up to 2-4 business days and International depending on location and check out option may take up to 1-10 business. See shipping page for more details. 

 

Need your track your package? Head to AUSPOST and simply type in your tracking number to receive updates on your purchase.

ARE LUELLA SIZES STANDARD? WHAT IF MY BODY TYPE IS IN BETWEEN SIZES?

Luella sizing is standard to the Australian size chart. However, some styles may vary. For information regarding the fit of item(s) please refer to the descriptions located under the name of each item.

HOW DO I FIND OUT THE MATERIALS OF THE GARMENT?

All the materials of each garment are located in the description of each product. If you have any other questions or cannot find the details feel free to call us in-store on (03) 9429 4333 or email us at customercare@luella.com.au

CAN I CANCEL OR CHANGE MY ORDER ONCE IT’S BEEN PLACED?

Orders not yet shipped or collected can potentially be cancelled within 24 hours of order placement, subject to a 10% processing fee. Contact us at customercare@luella.com.au for assistance.

CAN I RETURN MY ITEM?

Yes, we can help you return your item. If you purchased your item online you can only return it through our online system www.luella.com.au providing it adheres to our Returns Conditions listed below.

Please check our Returns & Exchange Policy here

All in-store purchases that require a return are to be returned in-store only and not via online. 

DO I HAVE TO PAY FOR POSTAGE IF I RETURN MY ITEM?

In order to return an item you must cover the postage cost to return any garments to us. Exceptions will be granted if LUELLA is at fault, for example for any faulty garments or dispatch errors. This will need to be negotiated through our Customer Care staff via customercare@luella.com.au 

WHAT IS A PRE-ORDER?

A Pre Order is the term used when an item is currently out of stock, but will arrive back in stock within a certain time frame. The estimated date of delivery will be displayed under the description of a pre-order product. Please check our Pre-Order collection for your latest coming arrivals.

HOW CAN I CONTACT LUELLA ONLINE & IN-STORE?

232 Bridge Rd, Richmond 3121, Melbourne, Australia.
Phone: (03) 9429 4333
Email: customercare@luella.com.au

HOW DOES A CREDIT NOTE WORK?

Have you made an exchange and received a store credit issued by our Customer Care Team? When you receive your credit note/gift card you will receive a special unique code to use at checkout when re-purchasing, or exchanging an item, you may use this code to redeem your credit amount. THEY ARE VALID FOR 6 MONTHS. Should you have any issues with your check out code feel free to email customercare@luella.com.au stating your order number & unique code.

I FORGOT TO USE MY DISCOUNT CODE AT CHECKOUT / I DIDN'T USE A VALID DISCOUNT CODE, CAN YOU REFUND THE DIFFERENCE?

When shopping online with Luella, please make sure to enter your discount or promotional code at checkout, if applicable. Codes must be applied before you complete your order, as we’re unable to make adjustments or refund the difference once payment has been processed.

If you happen to miss applying a valid code, don’t worry — while we can’t apply it after an order has been placed, you’re welcome to use it on your next purchase or until the end of the discount code validity period. To make sure you never miss out on future offers, we recommend signing up to our newsletter and following Luella on social media.

Please note that discount codes cannot be used in conjunction with other special offers, additional codes, or during promotional sale periods unless specifically stated. Each discount code may also come with its own conditions, such as validity dates, usage limits, or eligible products, which will be outlined at the time of promotion.

WHERE DOES LUELLA SHIP TO?

Luella ships WORLDWIDE. Enter your address at check out for shipping rates and details! Our store is Melbourne, Australia based, so shipping times may vary depending on your location.