Refund policy
Thank you for entrusting me with creating beautiful custom keepsakes for your memorable moments, and events. I strive to provide the best service and creations for my customers. Please take a moment to read over my business policies, terms and conditions.
Returns & Exchanges:
Please ensure you have read the listing, and/or that your order details are correct. La'ei Designs is not responsible for change of mind, misspelling, incorrect measurements, colour choice, or layout. Once you have completed and paid, all orders are considered FINAL. La'ei Designs does not accept returns, refund or exchanges for custom orders or pre made.
Order Turn-Over:
For custom orders, expect a
- Minimum 3 day turn-over for 1x Lei
- Minimum 5 day turn-over for 1x Lei & Sash
Please email laei.designs.au@gmail.com, if you'd like to double check turn over time frames for 2+ items, before placing your order.
Bulk Orders:
Bulk orders (10+) are welcome, these will require a full ESTIMATED 6 weeks notice for Australia deliveries, and 8 weeks for International deliveries to expected date. This allows for items to be made and shipping times. Times may be extended, due to the size of the bulk order.
Drafts & Progress Follow-up:
When you place an order, you are required to provide an email. This email will be used to correspond with you, on your order draft and completion progress. This is to ensure the accuracy of your order, La'ei Designs requires that you the customer, check and approve your draft, to avoid dissatisfaction. It is your responsibility to respond within 24hrs to these emails, to ensure your order is made in a timely manner. In the event you do not respond to the email, La'ei Designs reserves the right to proceed and complete the order, based on the order information and initial draft provided.
Any changes requested after the mandatory 24hrs period, are subject to availability/confirmation and are at an extra cost to the customer. These changes will not be actioned till invoice is paid within 48hrs. In the event invoice is not paid within 48hrs, changes are null and void and the original order details will be followed.
Misspelling / Measurement Errors:
You the customer are solely responsible to provide correct spelling, and measurements. The draft process, allows you to review this information, and confirm they are correct. By confirming these are correct, you acknowledge the order information is right. Any corrections after the draft is confirmed, will be at the cost of the customer. La'ei Designs takes no responsibility for incorrect spelling or measurements, and orders are based on the information provided by customer.
Clarification Follow-Up:
Clarification emails are sent if there is REQUIRED information missing, or the information provided doesn't seem quite right. This is actioned so your order is completed accurately, and to ensure all the required information is collected and correct.
La'ei Designs will send 3 Clarifications Emails. The third email is the FINAL attempt and request for the required information needed. Failing to respond to the FINAL clarification email will result in your order being cancelled and refunded.
Damages:
La'ei Designs is not liable for any orders damaged or lost during shipping. If your order is received damaged, please contact the delivery company, or contact me at laei.designs.au@gmail.com to file a claim on your behalf. Please save all packaging, and item, plus provide photo evidence for the claim to be made.
Shipping Times & Costs:
All shipping costs are the responsibility of the customer. All orders are provided with tracking numbers, and require a signature on delivery for insurance and reassurance purposes. Once orders are shipped, it is the customers responsibility to keep track of their order. Please note, Australia Post ONLY holds parcels for 10 Business Days, before returning to sender. In the event your order is shipped back to La'ei Designs, the customer is responsible and liable for additional postage fees, for the order to be re-delivered. Please keep in mind the shipping time frames, when placing your order. Always allow adequate time, for your order to be created, and shipped as well. La'ei Designs will always ensure to create, and ship orders efficiently based on date needed. La'ei Designs takes NO responsibility for shipping delays, after orders have been posted or any re-delivery costs due to the customer failing to pickup/receive their tracked parcel.
Customs, Tariffs, Duties & Taxes:
La'ei Designs is not responsible for any customs, tariffs and taxes applied to your order. All fees applied/charged during or after shipping is the sole responsibility of the customer.
Order Dissatisfaction:
La'ei Designs prides itself in the care and attention in creating orders.
If you are dissatified with your pre-made order, please contact us at laei.designs.au@gmail.com within 48hrs of receiving your order. In the event the item needs to be sent back to inspect, you / the customer is responsible for the shipping fees.