Returns Policy

 

 

 

Shop with confidence knowing that you can easily return or exchange items

 

 

RETURNS MADE EASY

  1. To initiate a return please reply to your emailed original sales order confirmation with return/ exchange intentions and the items that you would like to return. We will respond within 24-48 hours with all required details.
  2. RMA number (required for next step). Must be within 14 days of original purchase*
  3. Create a return connote with Australia Post - https://return.auspost.com.au/GINGERLILLY_SLEEPWEAR
  4. Drop your parcel with Australia Post either at the Post Office or in a Post Box

 

 

CHANGE OF MIND POLICY

  • Gingerlilly Pty Ltd is happy to offer a refund or exchange on all full priced items.
  • Sale items are eligible for exchange or store credit only.
  • Gingerlilly is only responsible for garments purchased directly from the Gingerlilly website. All garments purchased through one of our stockists will need to be returned to the point of purchase.
  • To return an item(s), please include a copy of the invoice or packaging slip that you received with your parcel and indicate the reason for the return.
  • To exchange an item(s), please return the item(s) to this address with a note, including order number, to advise of the item or size that you would like.
  • Over the Christmas / New Years Period we understand that you may want to return items a little later. Any order from November 18 will fall in to the extended return policy period. You will have till January 10 as the last day for return of Christmas presents. Have a great Xmas.
  • Send the returned item(s) to:  Gingerlilly Pty Ltd, C/O VANCE, 9-13 Mcintosh Street, Airport West, VIC. 3042 Australia.
  • *Goods must be returned within 14 days of order date - i.e. unused, unworn, unwashed, undamaged, unsoiled and in their original packaging (including Gingerlilly giftbox) and tags attached. Failure to meet any of these criteria and the pyjamas will be returned to the buyer at their expense.
  • Gingerlilly will make exceptions to the above clause on case by case basis whereby a garment maybe faulty. If you are returning or exchanging a faulty, damaged or incorrectly described item, Gingerlilly will provide reply paid postage via email.
  •  Refunds are not given for garments that are damaged due to care instructions not being followed.
  • We will credit your original method of payment, excluding delivery (unless goods are faulty or not as ordered), or we can also hold a credit against your account for future purchases if chosen. In exceptional cases a restocking fee may be charged.
  • If you would like to exchange colour or style, please follow the same instructions as above indicating your requirements, and include $X (cheque, money order or credit card details) for re-delivery within Australia. No re-delivery fee applies when exchanging size. If possible please include an alternative as we may have sold out of your first choice.
  • Refunds and exchanges are processed within 7 to 10 days of receipt.  The garment does need to undergo a quality check and then your refund will be processed. Make sure your name, address, phone number and instructions are clearly indicated. Comments would be appreciated. Please allow 3-5 days for refunds to appear in your account.
  • Please note that delivery/postage costs are not refundable in accordance with statutory rights, unless the goods are not as ordered (i.e. faulty or not as ordered)
  • All refunds can be held in credit against your membership for future purchases if requested. On occasion we may owe you an amount which is $5 or less in total. Our policy is to hold this amount and to deduct it from your next order. You may request a refund cheque for the amount owing at any time by calling customer service on 03 9329 2223.
  • Over the Christmas / New Years Period we understand that you may want to return items a little later. Any order from November 18 will fall in to the extended return policy period. You will have till January 15 as the last day for return of Christmas presents. Have a great Xmas.
  • Face masks - Due to health and hygiene reasons, face masks are unable to be returned or exchanged for change of mind.

CONSUMER GUARANTEES

  • The change of mind policy does not affect your rights under the Australian Consumer Law.
  • If you have purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund. Further information is available at https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund 
  • Goods returned under consumer guarantees can be returned within a reasonable timeframe subject to proof of purchase.  Goods marked as seconds or sample product must be chosen carefully as these items cannot be returned due to the fault that was identified at the time of purchase. If the seconds or sample product exhibits a fault (not related to the fault identified at the time of purchase), is not fit for purpose or is incorrectly described, it may be returned in accordance with the above consumer guarantees. Our customer service team are unable to review any worn or used items via email or phone. All items must be physically returned either via mail to be processed as a return.