Time frames for Returns

For products other then faulty products, to be eligible for a return of your product, you must ensure that product is returned to us:

  • For orders shipped within Australia, 14 days of the goods being delivered to you; or
  • For orders shipped outside Australia, 30 days of the goods being delivered to you.


Faulty Products

We will offer a refund, store credit, (or an exchange subject to availability) on any item purchased from Luella if the garment:

  • Has a genuine manufacturing fault ( to be assessed by our team and individual manufacturer of the garment)

Please note any refund for a faulty garment must be credited to the original card or account used at the time of purchasing the garment.

If your preference is an exchange of product, but we do not hold stock of the same type or size, we are able to offer a store credit to the value of the price that you purchased the garment for at the time of your transaction.

Outside the above time frame, 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 compensation for any other reasonably foreseeable loss or damage.

A faulty item claim must be made within a reasonable time of receiving the goods. For faulty garments please email your contact details with a description & photo of the fault to

We aim to respond to your email within 1-3 business days.

If a fault does not amount to major failure in the garment, we are entitled to elect between providing you with a repair, replacement or other remedy.


Wrong Size or Change of Mind

(Please be aware we are unable to provide refunds for change of mind or wrong size).

Subject to compliance with the above time frames for returns, we will offer a store credit for a change of mind or for incorrect sizing if:

  • The garment has not been worn, altered and/or washed and is in pristine condition so that it can be re-sold.
  • The garment has not been damaged whilst in the customer's possession or during delivery.
  • The customer has proof of the garment purchase.
  • The original labels and swing tags are attached to garment.

PLEASE NOTE: ‘damage’ may include the presence of any fake tan, make up or other marks and the presence of the smell of cosmetics, perfume, deodorant, washing powder or other product and odours on the garment.


Sale Items

We are unable to accept ANY returns on 'FINAL' sale items, or items purchased during a promotional period, unless in the event of a manufacturer's fault. 



For all purchases made using AFTERPAY, you are welcome to return any full price item within 14 days of delivery for a credit note or exchange.  For further detailed information about Afterpay's terms and conditions regarding returns please click on the click below.

If you have any further queries regarding your AFTERPAY payments or account, please do not hesitate to contact AFTERPAY on 1300 100 729, or log into 



You must complete the returns form below and enclose it with the goods you are returning. You do not need to email or contact us prior to sending your return to us but we do encourage this for faulty products.

The returns form and goods must be returned to the address at the top of this page and be receipted by us before we are able to issue you a refund or a store credit.

We are unable to process returns and store credits until your item is received and has been inspected by us.

The cost of return shipping is at the customer's expense for any return due to a change of mind or wrong size.

We do not refund or add credit for cost of return postage. we inspect all return items upon receipt. Unless the product is faulty, if your returned goods are assessed as having been worn, damaged, altered, tags removed, or otherwise returned outside of the stipulated time frame, we will notify you of this assessment and the goods will be returned to you.

We do not accept responsibility for items that are lost or damaged by your courier when being returned to us. We recommend you keep a copy of your couriers tracking number for your follow up.

Other than faulty goods, once we receive your return and subject to the conditions above, we will issue you a store credit covering the cost of the item, excluding the shipping charges.

Luella will aim to process your return and send your credit note within 4 working days of receiving and inspecting your returned item. Every effort is made to ensure returns are processed within the given timeframe. Please do not hesitate to contact the Luella Team at or (03) 9429 433 if you have not received your credit note via email within the timeframe.

Returns Policy and Returns Form


 Return Address: 232 Bridge Road, Richmond, VICTORIA, 3121, Australia. 

Other Luella Conditions 

  • We do not offer online exchanges. If you have returned your product due to a change of mind or incorrect sizing, you can purchase the product in your required size (or other product) using your online store credit/gift card. If you live in Melbourne, you may come in-store and change your size.

  • Please understand that Luella cannot hold items for exchange while we wait for your item to be returned.

  • For health reasons and personal hygiene, swimwear, underwear, activewear, bodysuits, bralettes and jewellery are not eligible for return.

  • Discounted and sale items and gift boxes can only be returned at Luella's absolute discretion. Please email us first,

At Luella we only want to make sure our customers are happy with their purchase. We try to make this a very easy process for you. Please contact us at with any concerns you may have. xx