At Lupo Bianco, every garment is crafted with care. If something isn't right, we want to make it right. This policy explains your options.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged, or is not what you ordered, please contact us within a reasonable time of receiving it. Depending on the nature of the problem, we will offer a repair, replacement, exchange or refund.
- Major problem: you can choose a refund or a replacement.
- Minor problem: we may choose to repair the item, or offer a replacement or refund.
We may ask for proof of purchase and photos of the issue. Where an item is faulty, we will cover reasonable return shipping costs.
Change of mind (ready-made items)
For ready-made items purchased online, such as accessories, shoes and other off-the-rack products, we accept change-of-mind returns within 14 days of delivery, provided that:
- the item is unworn, unwashed and unaltered;
- all original tags and packaging are intact; and
- you have proof of purchase.
Change-of-mind returns can be refunded to the original payment method or exchanged for store credit. Return shipping costs for change-of-mind returns are the customer's responsibility, and original shipping charges are non-refundable.
For hygiene reasons, opened fragrances, personal care items and earrings cannot be returned for change of mind.
Sale items
Sale items are not eligible for change-of-mind returns. Your rights under the Australian Consumer Law for faulty items still apply.
How to start a return
- Email us at support@lupobiancosuits.com.au with your order number, the item(s) you'd like to return, and the reason for the return.
- Our team will reply with return instructions and the return address.
- Please package the item securely. We recommend using a tracked postage service, as we are unable to take responsibility for items lost in transit.
Refunds
Once your return is received and inspected, we will let you know whether it has been approved. Approved refunds are processed to your original payment method within 5 to 10 business days. Processing times may vary depending on your bank or card provider.
Contact us
If you have any questions about this policy, please contact us at support@lupobiancosuits.com.au or call (+61) 0451 866 401, or visit us in store.