Shipping and Returns

 

Shipping Policy

All TLC orders will be shipped with tracking numbers and generally via Australia Post, or a courier service, depending on your destination.  

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We aim to ship all orders within two business days.  Standard Australian Parcel Post orders generally arrive between 2 - 8 business days.  Express shipping orders generally arrive between 1- 3 business days.  Times may vary for regional areas and for international orders.  

 

Signature  on delivery will be required.  Please don't use services such as drop box or similar.  Australia Post Lockers are okay.

 

We will ship your lovely goods in plain, discreet packaging.  We offer free standard delivery within Australia and various other shipping options will be available at the check-out, including express shipping. 

 

Please think carefully about your delivery address. Ideally you'll have someone available to collect your order upon delivery.  If you won't be at home, we suggest using a work address or a Post Office box or similar. 

 

Unfortunately, we can't be responsible for items once they have been shown to be delivered according to the tracking info supplied by the carrier.

 

We will endeavour to ship all items within two working days or earlier.  International orders will be shipped as quickly as possible, however international postage delays and customs issues will be out of our control.

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We aim to deliver products to you at the place of delivery requested by you within the time indicated by us once you place an order, however we cannot guarantee any firm delivery dates.

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We will try to let you know if we expect to be unable to meet our estimated delivery dates, but, to the extent permitted by law, we will not be liable to you for any loss, liability, costs, damages, charges or expenses arising from late delivery of your order.

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You must ensure that you are able to take delivery of the order without undue delay and at any time reasonably specified by us. If you are not, Australia Post or our couriers may leave a card giving you instructions on either re-delivery of collection from the carrier. If delivery or collection is delayed through your unreasonable refusal to accept delivery or if you do not accept delivery or collect the order from the carrier within the timeframe specified by Australia

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Post or our courier (but no later than 2 weeks from our first attempt to deliver the order to you), then we may (without affecting any other right or remedy available to us) do either or both of the following:

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a) charge you for our reasonable storage fee and other costs reasonably incurred by us; or

b) no longer make the product available for delivery or collection and notify you that we are cancelling the applicable order, in which case we will refund to your original payment method any money paid to us, less our reasonable administration charges (including for attempting to deliver and then returning the order and any storage fees as provided for above).

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Please be aware that it may not be possible to deliver to some locations. If this is the case, we will inform you using the contact details that you provide to us when you make your order and arrange for cancellation of the order or delivery to an alternative delivery address.

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All risk in the product will pass to you upon delivery of the order. From the time when risk passes to you, we will not be liable for loss or destruction of the product.

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You must take care when opening the order so as not to damage the product, particularly when using any sharp instruments. We will not take responsibility for any damage to the product made by you.

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Shipping information

Locations: We deliver our standard and express parcels to any Australian or overseas address including PO Boxes via Australia Post.

Tracking: Standard and express parcels are able to be tracked via the Australia Post website. You will be sent a dispatch confirmation email including tracking number and instruction once your parcel leaves our warehouse. If your parcel hasn’t arrived, please also check with your local post office as it may be waiting for collection. Parcels are taken to the nearest post office if a signature cannot be obtained on delivery.

Conditions of delivery: We deliver our Standard and Express parcels via Australia Post. A signature is required on all deliveries and therefore someone must be present to accept the parcel. If not, Australia Post will leave a collection note and the parcel will be taken to the nearest post office for later collection by you.

 

Return & Exchange Policy

 

At The Love Collection we care about our customer's experience.  Sometimes we receive gifts that just aren't us.  Sometimes we change our mind.  We get it.

 

However, due to the intimate nature of our gorgeous goodies, there are obviously some limitations.

 

An exchange or return is requested within 5 days of receiving your order.

Items shall be returned in original condition ie: unworn, unwashed and with tags still attached and in the original packaging.

 

Return postage is at your expense unless the item is damaged.  So please select carefully and consult our size chart page.  Sometimes our carriers don't take as much care of our products in transit as we would.  Please email us a photo of the damaged item upon delivery.

 

To ensure you will be eligible for a return, any damaged or soiled products will not be eligible for a refund.  This includes garments that must be free of perfumes, fake tans etc.  If this occurs, we'll return the item to you marked 'Return to Sender'

 

If you change your mind after ordering, you must notify us immediately.  Otherwise, we'll ship your item as scheduled.

 

For unwanted gifts, please notify us within 2 days and please don't open any packaging before returning the garments. 

 

For any other return issues, please feel free to contact us.

 

Faulty Product Returns:

 

We aim to provide you with products of the highest standard and quality. If you have received a product with a defect, please contact us as soon as possible so we can guide you through the returns process and help resolve the problem as swiftly as possible (see the ‘Contact Us’ section above for our contact information). In order to assist the returns process, you may be required to send us images of the damage, defect or fault for preliminary assessment.

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If the product is confirmed to have a defect, we will replace the product or refund you the price of the product to your original payment method at your request. If the product is found not to have a defect or deemed out of warranty, we will ship the product back to you.

It does not constitute a defect if, in our reasonable opinion, the product has, following the sale to you, become of unacceptable quality due to fair wear and tear, misuse, failure to use in accordance with the manufacturers’ instructions, using in an abnormal way or failure to take reasonable care.

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Change of Mind Returns

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In addition to your rights in relation to faulty products above, full price items can be returned to us for store credit or exchange:

a) within 30 days of purchase;

b) unworn and unused with the original tags still attached; and

c) in the original packaging.

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Products sealed for hygiene reasons can only be returned under the change of mind return policy if the seal is intact. Occasionally, some products may be excluded from the change of mind return policy. The exclusion will be noted on the product on our Website.

 

We are unable to offer refunds on products, including ‘sale’ items, unless faulty or wrongly described.

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To ensure the returns are assessed and processed swiftly, please contact us first so we may assist you. You can contact us (see the ‘Contact Us’ section above for our contact information). We ask that you complete the returns card included in your order. Please include a completed returns card with the product.

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When returning products, you are responsible for the associated costs to return the goods to us, however we will ship any exchanged items back out to you for no charge. We recommend that you use registered post as we will not take responsibility for items not received if you attempt to send them to us via non-registered mail.

 

Please return products to:

The Love Collection

Returns

PO Box 201 Chevron Island,

Queensland, Australia 4217

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Once received, we allow up to 5 business days for us to process your return and issue you a refund to your original payment method, a store credit to your account or exchange the product for you, whichever you have chosen. We will then send you a confirmation email when we have applied the refund, store credit or exchange. NOTE: we will not be able to refund you for any delivery fees that you have paid at purchase to have the product shipped to you.

If in our reasonable opinion the returned product does not comply with this clause, we will ship the product back to you, at your expense, and not issue a store credit or exchange.