Returns, cancellations and refunds
1.1 Returns
Returning an item to us is quick and easy. If for any reason you are not happy with a product you’ve purchased, you can return it to us within 30 days for a refund. Once we have inspected the item, we’ll refund back to your original payment method.
We provide you with a postage label for your return during the process. The cost of the return is $9.99, for all states. Please note that this will be deducted from your total refund amount.
To return a product to us, please follow these steps:
We aim to process your refund (minus $9.99 subsidised return cost) within 7 working days of receipt.
We provide you with a postage label for your return during the process. The cost of the return is $9.99, for all states. Please note that this will be deducted from your total refund amount.
To return a product to us, please follow these steps:
- Complete our returns form. This can be found on the reverse of your parcel slip, or can be downloaded for printing here.
- Package the product/s securely to ensure they arrive intact and with undamaged original packaging. Include your completed returns form within the package.
- Click here to generate your returns label. You can either print at home and attach to your package, or use your generated QR code to print in store. Your shipping label and QR code will be sent to the email address provided.
- Click the link in the email to find your nearest FedEx drop off location and drop off your package. Alternatively, you can click here to find your nearest QR code returns location, or here for a standard returns location (if printing at home).
We aim to process your refund (minus $9.99 subsidised return cost) within 7 working days of receipt.
1.2 Cancellations
You can cancel your order with us at any time up to 14 days after you receive the goods. Simply notify us in writing, either by mail or by email to contactus@lsa-international.com.
If your order has been delivered, you will be responsible for returning the goods to us. We will be happy to offer you a refund for the returned products, provided that any received products are in an acceptable condition.
If your order has been delivered, you will be responsible for returning the goods to us. We will be happy to offer you a refund for the returned products, provided that any received products are in an acceptable condition.
1.3 Returned or cancelled products
To be eligible for refund, products returned to us must be in an acceptable condition; this means that they must be complete, in perfect condition, unused, unwashed and with the original packaging.
1.4 Gift cards
The value of any goods paid for using a gift card that are subsequently returned for a refund will be credited to a new gift card. The new gift card will be automatically sent to the email address originally provided when purchased.
If a refund is made for any purchase using an LSA gift card and another method of payment, then any refund amount owing will be credited to the other method of payment (i.e. a credit card, debit card or Paypal) in the first instance. For full gift card terms & conditions, please click here
If a refund is made for any purchase using an LSA gift card and another method of payment, then any refund amount owing will be credited to the other method of payment (i.e. a credit card, debit card or Paypal) in the first instance. For full gift card terms & conditions, please click here
Policies and processes
2.1 Shipping
Orders placed before the specified cut off time will be processed and shipped as per your request, providing further security checks are not required and all products are available.
If delivery cannot be made to your address you will be informed as soon as possible.
Every effort will be made to deliver the products as soon as possible after your order has been accepted. However, we will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery. In this event we will inform you of any delay as soon as possible.
Ownership of an item will not pass to you until we have delivered the item to you, either directly, or by leaving it in a safe place or with a neighbour. When an item is delivered the risk of damage to or loss of the item passes to you.
If delivery cannot be made to your address you will be informed as soon as possible.
Every effort will be made to deliver the products as soon as possible after your order has been accepted. However, we will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery. In this event we will inform you of any delay as soon as possible.
Ownership of an item will not pass to you until we have delivered the item to you, either directly, or by leaving it in a safe place or with a neighbour. When an item is delivered the risk of damage to or loss of the item passes to you.
2.2 Faulty product
We take quality control very seriously but in the unlikely event that you receive a faulty product please notify us by emailing contactus@lsa-international.com within 10 days of delivery. In this email, please include your order number and details of the items affected, along with photographs that clearly display the fault in question.
If we establish there is a fault present, we will then either:
If we establish there is a fault present, we will then either:
- Replace with the same item;
- Refund in line with our refund policy.
If the goods are found to be faulty, we will also cover the full cost of your returns postage.
2.3 Items broken during delivery to you
Our products are packed with care and consideration. We're well practiced in sending glass so it rarely breaks in shipping. In the unlikely event that this does happen you will need to provide us with the following information, by email to contactus@lsa-international.com, within 48 hours of delivery:
1. Your order number
2. Photographic evidence of the broken product, making the quantity and product itself clear
3. Details of the product names, and quantities broken
4. Whether you would like a replacement or refund
If the fault is verified we will either:
1. Your order number
2. Photographic evidence of the broken product, making the quantity and product itself clear
3. Details of the product names, and quantities broken
4. Whether you would like a replacement or refund
If the fault is verified we will either:
- Replace with the same item;
- Refund in line with our refund policy.
2.4 Wrong item delivered
If we supply you with the incorrect item you must notify us within 10 days. The goods should be returned to us in line with our returns instructions, detailed under ‘Returns procedure’ below. Once we have received the goods and we confirm that it is in fact an incorrect item we will either:
- Replace with the correct item;
- Refund in line with our refund policy.
2.5 Extra items delivered
If we supply you with extra items please notify us immediately. Goods should be returned to us in line with the returns procedure, if you do not adhere to this procedure and are found to be in possession of goods that you have not paid for, you may be charged for the goods.
2.6 Product bundles
Should you purchase a product bundle, you will be required to return every item from within that bundle to be eligible for a full refund. In the event that a bundle purchase is only partially returned to us for refund, the bundle saving will no longer apply and we reserve the right to refuse refund, or issue a reduced, partial refund at our discretion. In the event that a partial refund is offered, the refund value will be reduced based on the full RRP value of any unreturned items.