FAQs
Orders
How do I place an order?
To place your order, simply select the item(s) that you wish to purchase and add it to your cart. Then, proceed to the checkout page, fill in your personal information and pay for your order.
Please make sure you have filled in your details correctly to ensure that you receive all the necessary info by e-mail and that your order is delivered without any complications.
Should I receive a confirmation message after I have placed my order?
If your order was processed successfully, you should receive a order confirmation shortly after the order was placed. If you haven't received it, it could be because:
1. Your order confirmation e-mail has been caught in your junk mail folder.
2. You made a spelling mistake when typing in your email address during checkout.
Please contact us at shop@little-laurel.com and we will gladly re-send you your order confirmation.
Can I cancel my order?
Yes, we can cancel any order that hasn’t yet left our warehouses. You must contact us within 30 days of purchase so that we'll be able to process your request.
If you want to cancel your order, please send us an email to shop@little-laurel.com with the subject line “Cancel order”
My order arrived with something faulty, missing or wrong. What should I do?
Even though all orders are processed with the utmost care, as humans we know mistakes happen sometimes. If your order is incomplete or has any other issues, please contact us via email at shop@little-laurel.com with your order number and we will make sure the issue is solved ASAP.
Exchanges
Little Laurel does not exchange items. If you wish to change your purchase to a different color or style, you need to return the product, and then place a new order on our website.
Products must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
If returned products show signs of damage or use, other than what is required to establish the nature, characteristics and functioning of the product, you will be responsible for any loss of value of such product. You may thus lose the right in full or in part to have the purchase price refunded. We will estimate the value on the basis of a specific assessment of the returned product.
As soon as we have received and accepted the returned item(s), the refund will be issued on your original payment method within 10 business days.
Can I exchange a gift bought on your webpage?
We are very sorry, but we are not able to transfer money to a gift recipient's account. If an item is returned, the money will be returned to the account from which the gift was purchased.
Shipping
Free shipping
We offer free Shipping on orders above 75USD within the US and Australia.
The shipping rate for orders below 75USD is calculated during check-out flow and can vary from country to country.
Which countries do we ship to?
We ship to the following countries:
United States, Australia, Canada, New Zealand, United Kingdom, Austria, Belgium, Bulgaria, Croatia, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Iceland, Italy, Monaco, Netherlands, Norway, Poland, Portugal, Slovenia, Spain, Sweden, Switzerland, Luxemburg, Reunion, Hong Kong SAR (China), Israel, Japan, Malaysia, Singapore, South Korea, United Arab Emirates, Taiwan
Can I track my order?
You will receive a shipping notification via email with all tracking-related details including a tracking number as soon as your order is dispatched.
Shipping times
We ship all orders via Australia Post and DHL Express from our warehouses in Melbourne, Australia and Bogotá, Colombia respectively according to product availability in each warehouse.
Delivery times may vary depending on the destination country and the shipping method chosen during checkout.
Orders dispatched from our warehouse in Melbourne via Australia Post have the following estimated delivery times:
TO ALL DESTINATIONS WITHIN AUSTRALIA
STANDARD SHIPPING: 3-7 business days.
EXPRESS SHIPPING 2-5 business days.
TO INTERNATIONAL DESTINATIONS
(a phone number is required to issue the package's waybill). Australia Post does not deliver to a Post Office Box or Poste Restante.
STANDARD SHIPPING
US: 9-12 business days
Canada: 10-15 business days
Europe: 10-18 business days
New Zealand: 7-14 business days
Asia Pacific: 10-15 business days
EXPRESS SHIPPING
US: 5-8 business days
Canada: 7-12 business days
Europe: 7-14 business days
New Zealand: 5-10 business days
Asia Pacific: 5-10 business days
Orders dispatched from our warehouse in Bogotá via DHL Express have the following estimated delivery times:
US: 3-5 business days
CANADA:3-5 business days
EUROPE: 4-6 business days
NEW ZEALAND: 4-6 business days
ASIA PACIFIC: 4-6 business days
Customs and duties
All orders from Little Laurel are shipped from our warehouses in Melbourne, Australia and Bogotá, Colombia. Any Customs and import duties that are charged once the order reaches its destination country, must be paid by the recipient of the order.
Little Laurel have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country. You may want to contact your local Customs office for further information.
If you refuse to pay the customs fee and the parcel is returned to back to our warehouses, we will contact you regarding a re-shipment or refund.
If you opt for the refund, a shipping and handling fee will be deducted from your refund.
My order is marked as delivered, but I didn't receive it
If in the tracking-related info provided your order reads as delivered but hasn’t been received, we would recommend taking these steps before reaching out to us:
- Checking your secure/safe locations around your address, such as porches, sheds, behind the gate/bin or anywhere that a delivery driver may have found access to.
- Checking with your nearest neighbour(s) who may have kindly accepted the parcel on your behalf.
- Checking at your local post office/pick up point by taking your ID and tracking number with you.
If all of the above has been carried out and you have still not been able to retrieve your parcel, please get in touch with us at shop@little-laurel.com. You must contact us within 20 days of dispatch so that we can investigate any lost/stolen parcels with the courier service.
What can I do if my package is returned to the sender?
Occasionally orders are returned back to our warehouse. There are a few reasons this can happen.
-Please note, it is your responsibility to ensure your address is correct and provide your phone number-
- The address given is incorrect. Always double-check your address before placing an order.
- Nobody is available to accept the delivery after multiple attempts.
- The package has been held at the pick-up location and held for the maximum days allowed, without being picked up.
- Due to local and regional lockdowns, the shipping carrier’s ability to deliver packages is impacted in affected areas.
If you wish to have the order resent, please contact us ASAP at shop@little-laurel.com
Once we receive the returned package, the total amount refunded will be credited to your payment method that was used at the time of purchase (minus shipping and handling) once the package arrives at our warehouse and the item(s) are processed. Please allow 7-10 business days for your refund to process back into your Paypal or bank account.
Returns
How do I return a product?
We have a 10-day return policy, which means you have 10 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us through our webpage contact form or via email at: shop@little-laurel.com. If your return is accepted, we’ll send you instructions on how and where to send your package.
Please note that buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
We recommend to use a trackable shipping service with shipping insurance.
Items sent back to us without first requesting a return will not be accepted.
Do I pay my own return costs?
Yes, the return shipping costs are at your own expense. Little Laurel does not refund shipping costs. So we recommend using a trackable shipping service with shipping insurance.
When will I receive a refund?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
If approved, you’ll be refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us through our webpage contact form or via email at shop@little-laurel.com
Exceptions / Non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.
As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Payments
Which payment options do we have?
We accept online payments with the following payment methods and credit cards: Paypal, Visa, Mastercard, American Express, Diners Club, Discover
It is safe to use my credit card or other payment options in your shop?
Absolutely, it is safe. We use a secure payment server that encrypts all information with SSL protocol, that means your data is secure and cannot be read by other third parties.
