FAQ
Frequently Asked Questions (FAQ)
Have a question? Below you'll find answers to the most common questions. If you can't find what you're looking for, feel free to reach out to us at support@lailagraceboutique.com.
Shipping & Delivery
1. What is your shipping policy?
We offer free shipping across Australia on all orders, with no minimum spend. Each pair is carefully packed to make sure it arrives safely.
2. Do you deliver to PO Boxes or parcel lockers?
At this time, we only deliver to the street address provided at checkout. Delivery to PO Boxes and parcel lockers is not available.
3. What are your delivery times?
Orders placed by 6:00 PM (AEST), Monday to Friday, are processed within 2–3 business days. Once shipped, delivery typically takes 4–9 business days, depending on your location. In total, you can expect your order within 6–12 business days. During busy periods, it may take a little longer.
4. How can I track my order?
Once your order has been shipped, you'll receive a confirmation email with a tracking number. You can use this number to follow your order via our Order Tracking Page.
5. Which shipping partners do you use?
We work with trusted international and local couriers to make sure your order reaches you safely and reliably.
6. What if my package hasn't arrived or is lost?
If your order hasn't arrived within the expected delivery time, please check the tracking information in your shipping confirmation email first. Still no update? Contact us at support@lailagraceboutique.com. If your parcel is confirmed lost, we'll either resend your order or issue a full refund, whichever you prefer.
7. What if my item arrives damaged or faulty?
We're sorry to hear that! Please email us at support@lailagraceboutique.com as soon as possible after receiving your package. Include your order number and photos of the item and packaging, and we'll arrange a replacement or refund. Your rights under the Australian Consumer Law always apply.
Refunds & Returns
8. How do I return an item?
If you've changed your mind, please email support@lailagraceboutique.com within 30 days of receiving your order to request a return. Items must be unworn, in their original condition, and include all original tags and packaging. Please don't send anything back before contacting us, as we'll give you the correct return address.
9. How long does it take to process a refund?
Refunds are processed within 10 business days after we receive and inspect the returned item. You'll receive a confirmation email once your refund has been issued. Please allow a few extra days for your bank to process it.
10. Who pays for return shipping?
If your item is damaged, faulty or incorrect, we'll cover the return shipping costs. For change of mind returns, the return shipping is at your own expense.
Privacy
11. How do you protect my privacy?
We take your privacy seriously. All transactions and personal information are protected by SSL encryption, and we never see or store your full card number.
12. Will my data be shared with third parties?
We never sell or rent your personal information. We only share it with trusted partners where needed to run our store, such as our payment processors, shipping partners and platform providers. You can read more in our Privacy Policy.
Payments
13. What payment methods do you accept?
We accept the following payment methods:
- Visa
- Mastercard
- American Express
- Maestro
- Apple Pay
- Google Pay
- Shop Pay
14. What currency are payments processed in?
All prices are shown and processed in Australian dollars (AUD) and include GST where applicable.
15. Are my payments secure?
Yes, your payment security is a top priority. All transactions are protected with SSL encryption, and payments are processed through Shopify, which is PCI DSS compliant.
16. How will I know if my payment was successful?
After a successful payment, you'll receive an order confirmation email. If you don't see it, please check your spam folder or contact us at support@lailagraceboutique.com.
17. What should I do if my payment is declined?
Please double-check your card details, billing address and available funds. If the problem continues, contact your bank or card provider. You're also welcome to reach out to us at support@lailagraceboutique.com for help.
Contact Information
Any questions, or just want to talk to us? Please don't hesitate to get in touch:
Email: support@lailagraceboutique.com
Phone: +61 468 202 650
Contact form: Contact
We aim to respond within 24 hours during our opening hours.
Company name: HMU Commerce
Company address: Blankenstein 400, Meppel, Drenthe, 7943 PH, Netherlands
Warehouse address: 309 Lang St, Hay South, New South Wales, 2711, Australia
Dutch Chamber of Commerce (KvK) number: 42132513
Customer service hours (AEST)
Monday to Friday | 9:00 am – 5:00 pm
Saturday and Sunday | 11:00 am – 4:00 pm