FAQ

RETURNS AND REFUNDS

How do I return my item?

 

Can I exchange my item?

 

All returns and exchanges must:

 

What items are not refundable?

 The following items cannot be returned:

 

The item I received is defective or damaged - what should I do?


What are the refund options?

The following refund options are supported:

 

How do I ship back the items?

For instructions on how to ship the returned products, refer to the email received after placing the return request.

 

How soon will I get my refund?

Once your returned item is received and inspected, you will be notified via email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.

 

I think my item is lost - what should I do?

In the rare event your order gets lost in transit, you will be offered a refund or replacement item where applicable. Please contact us at support@lovehopeandglory.com

  

COVID-19 FAQ

What extra precautions are being taken when packing my order?

Warehouse teams are taking lots of extra steps to ensure they are handling your items as hygienically as possible, including the use of hand sanitisers and protective gear. We’re also making sure our warehouses are thoroughly cleaned every day.

 

What extra precautions are being taken for deliveries?

Our delivery partners have taken on extra measures that meet advice given by government and health authorities, such as use of gloves, sanitisers and other hygiene precautions. This means your new items will get to you as safely as possible.

 

Why is my order taking so long to be delivered?

Sometimes you’re having to wait a little longer than you would like to get your items; and we’re really sorry that in some cases, you’re having to wait so long. Obviously we really wish this wasn’t the case! Unfortunately, this is happening because of all the delays in deliveries all around the world at the moment due to COVID-19. That means that many of our fabrics, trims, zippers etc. are taking much longer to get to our manufacturing partners than they normally would, and that in turn means we can’t get on with making your products as quickly as usual.

Because of the government's social distancing laws, we are also required to limit the number of team members that can be working in our warehouse at any given time, so that in turn affects the number of orders they are able to process in a day.

There are also currently worldwide shipping delays due to the effects of COVID-19, so we aim to pack and ship your order as quickly as possible, there still may be delays out of our control once your order leaves our warehouse and goes into the postal system.

International orders may be subject to limited airline capacity and local government restrictions at destinations which means your parcel may take longer to arrive, and may be redirected via another route if the postal service sees fit. Always check what custom charges may be applicable in your country.

We’re all working super-hard to minimise delays as much as possible, and we’re all still as dedicated as ever to getting your items out to you as soon as we can. Hopefully things will go back to normal really soon – and in the meantime, we thank you for being patient, and continuing to support our brand!

 

How will shipping delays affect product returns?

In light of worldwide shipping delays, we have temporarily updated our returns policy to allow for 30 day returns. We understand this is a challenging situation for everyone and want to make things work for you as painlessly as possible, so please do get in touch if you are concerned about the 30 day return timeline. We are happy to review each return on a case by case basis and find the best outcome for everyone.

Email our friendly support team via our Returns Centre  if you have any questions about your return!

What extra precautions are being taken for returned items?

Once returns get back to us, our teams are following WHO and local authority guidelines on hygienically handling returns, such as using hand sanitisers and protective gloves.

 

 

LAYBUY PAYMENT PLANS

Is checkout safe and secure?

Yes. All LayBuy payments are set up securely and automatically with Paypal

 

Can I select the down-payment % I want to pay?

Yes. You will be presented with a dropdown to select the down-payment you want to pay.

 

Can I select how many months I need to pay-off the balance?

Yes.You will be presented with a dropdown to select how many monthly instalments

 

Are there any ongoing costs?

There are no ongoing costs - only a one-off admin fee. The admin fee amount depends on the total  order value. The admin fee cost will be shown to you before you make any commitment.

 

Are there any interest charges?

No interest charges ever.

 

Are there any late fees?

No late fees ever.

 

When do I receive the goods?

You will receive your goods after your final payment.

 

How are LayBuy instalment payments paid?

LayBuy instalment payments are auto-paid from your linked card in your PayPal setup.

 

How do I ensure all LayBuy instalment payments are paid?

Always ensure there are enough funds available on your linked card.

 

Can a I settle a LayBuy order earlier?

Yes. Please contact us at support@lovehopeandglory  to revise your payment plan.

 

Can I manually make payments towards my LayBuy order?

No. All LayBuy payments are automated via a recurring profile in your PayPal setup. However, you can fully settle your LayBuy order as detailed above.

 

What happens if I miss a payment?

PayPal will then make a second auto-attempt in 5 days. If this second attempt fails, a third attempt will be made after another 5 days.

 

Is both the customer and Love Hope and Glory told about a missed Payment?

Yes. PayPal send an email notification to both parties.

 

How do I catch up on a missed payment?

Love Hope and Glory will invoice you for a missed payment.

 

Can I cancel my LayBuy plan if I change my mind?

Yes. You can cancel your plan at any time before the goods have been delivered. You will be refunded all money paid, minus a cancellation fee of AUD $25 which will be calculated using the exchange rate at the time of cancellation.

 

Can I see my LayBuy payment plan?

Yes. You can login to your PayPal account – go to settings >> payments >> pre-approved payments

 

Full Terms and Conditions of our LayBuy plans can be found by clicking here