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How can we help?

We would love to hear from you! If you have a question, a comment or any feedback in relation to your experience with us, please let us know by using the contact details below.

Your feedback is invaluable to us as it helps us to improve your experience in our stores or online.

If you would like to check the status of your order, track your order, update your details, change your password, please login and visit My Details.

Phone

For all customer queries, please phone us on 1300 728 980.
Our office hours are Monday to Friday 9am – 5pm.

Email

For all customer queries, please email us on customercare@wlane.com.au

Mail

W.Lane Customer Service
NONI B Group Ltd,
Ground Floor
61 Dunning Avenue
Rosebery NSW, 2018

 

Our Promise To You

  • Our Promise to you is that we think of you, in everything we do.
  • Our Promise to you is that you are our first priority and that we provide you with the very best customer experience, every time.
  • Our Promise to you, whether shopping in store or online, is that we ensure you are delighted with every purchase and that you can’t wait to shop with us again.
  • Our Promise to you is that we will seek every avenue to ensure we provide you with a resolution every time.
  • Our Promise to you is that we commit to always communicate with you with sensitivity and honesty.

 

 

Frequently Asked Questions

Most Common Questions

All current promotional discount and voucher Terms and Conditions are located here.

Shipping within Australia
Shipping within Australia will be delivered within 3-7 business days (excluding weekends and public holidays) from the day you place your order. Delivery may take longer, in remote, rural areas or during promotion and sale periods.

Shipping within New Zealand
Shipping within New Zealand will be delivered within 10 business days (excluding weekends and public holidays) from the day you place your order. Delivery may take longer, in remote, rural areas or during promotion and sale periods.
For deliveries to New Zealand we use Australia Post Express Courier International trackable service.
Please note: We cannot deliver to New Zealand PO BOX addresses.

Items can be returned or exchanged free of charge within 21 days from the date your order is received.

Certain conditions apply. See Exchanges and Returns FAQ below or please refer to our refunds and exchange policy for more information.

Please allow up to 15 working days for your return to be processed. During busy periods (e.g. Christmas, sale and Easter) Australia Post may take a little while longer to get your package back to us, so please allow up to 21 days for us to process your return from the time you send your goods. We'll be doing our best to refund/credit your account as soon as the package is in our hands. Please remember, your financial institution can take an extra few days to get the refund back into your account.

We try to have a stock level that will keep up with demand but some popular items may sell out fast. If you cannot locate a style online or in your local store contact customer care and they will do their best to locate the style in a nearby store.

Using the Website

You can use our size guide here.

We try to have a stock level that will keep up with demand but some popular items may sell out fast. If you cannot locate a style online or in your local store contact customer care and they will do their best to locate the style in a nearby store.

We love hearing from our happy customers and sharing the positive feedback with our team. To help spread the word, 21 days after purchasing a product online you will be emailed a feedback questionnaire. You can also find the product review section on the bottom of every product page. Sharing your experience will help other shoppers decide whether a style is right for them.

Pretty Girl Fashion Group uses the COMODO security encryption method to ensure that your online purchases are 100% secure. COMODO is an SSL protocol that encrypts your information into codes so that your information is kept secure while being transmitted via the internet. For more information on this technology, please visit www.comodo.com

Cookies are small amounts of data sent from a website to your browser and are stored on your computer's hard drive. Your browser's preferences usually have 'cookies enabled'. This means each website can send its own cookie to your browser. Cookies cannot access your personal information but use anonymous unique identifiers. Cookies need to be enabled on your browser for you to add products to your cart and access your account information. If you are using a public computer or share your computer with others, please log out before leaving your computer unattended to protect your information.
For more information about how we use cookies, please see our Privacy Statement.

Shopping Online

Our customer care team is happy to answer any questions you may have about completing your order.

All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively, Log In to your account to check your transactions in the My Account page.
For further assistance, contact customer care.

No, you can check out as a guest, however setting up an account helps speed up the ordering process for you and allows you to keep track of your orders and refunds online, it also means we can let you know about upcoming sales and promotions.

We value your privacy and work hard to ensure that your details are secured and never released to any other party. Learn how we keep your details safe on our Privacy Statement.

Our website accepts payments via Visa, MasterCard, AMEX, PayPal, W.Lane Gift Cards and e-Gift Cards

We use eWay the safest online payment provider. For more information please visit www.eway.com

We do not store credit card details directly; we use eWay as our payment provider who will store an encrypted token of your credit card details. If you wish to remove this token, please log-in and delete the credit card details associated with your W.Lane account. For more information please visit www.eway.com

PayPal is a payment method for online purchases that allows users to send and receive money online. It offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant. For more information please visit the PayPal website www.paypal.com

To redeem your promotional code or voucher enter the code into the 'Redeem your promo/rebate voucher’ field in your shopping bag.

In some instances you may be required to log in to the website to redeem you voucher. You may also only be able to apply one promotional code or voucher per order. Check the terms and conditions on your voucher for details. If you have trouble redeeming please contact customer care.

Gift Cards

A Gift Card is a physical plastic card delivered by mail or purchased online or in store. An e-Gift Card is an electronic voucher delivered via email purchased online. Both can be used online or in store.

Yes! Physical Gift Cards and e-Gift Cards have two designs to choose from. When purchasing, you can choose your design and write a Gift message.

Your e-Gift Card will arrive in your inbox as soon as your payment has been approved by your bank. If an e-Gift Card has not arrived within a reasonable timeframe, please check your junk mail folder before you contact customer care.

All Gift Cards are valid for 1 year from the purchase date and can be used both online and in store.

Redeem your Gift Card online by entering the Gift Card number and PIN at the checkout or take your Gift Card in to store and a staff member will process your order using your Gift Card.

Yes, you can pay the balance with any method of payment available on our website or in store.

Please treat your Gift Card like it is cash as it cannot be replaced or refunded if lost or stolen.

No, Gift Cards cannot be returned, refunded or exchanged for another denomination.

Pricing

All prices on our site are displayed in Australian Dollars (AUD), and will be charged in Australian Dollars.

Yes, our prices include GST and other taxes. Our policy is to offer the same prices to Australia and New Zealand customers. However, orders shipped to New Zealand which are equivalent to NZ$400 may incur customs charges and duties charged by NZ Customs once the parcel reaches its destination port and must be paid by the recipient directly to the NZ Customs Service or its authorised service provider. W.Lane is not responsible for and will not reimburse any of these charges and duties.
Customs charges and duties are the responsibility of the Customer and will not be refunded by W.Lane. There are limited times when only the duty and GST can be refunded to you by the NZ Customs Service. Please find out more here: http://www.customs.govt.nz/features/internetshopping/Pages/Refunds-when-you-return-an-item.aspx

Delivery

Shipping within Australia
Shipping within Australia will be delivered within 3-7 business days (excluding weekends and public holidays) from the day you place your order. Delivery may take longer, in remote, rural areas or during promotion and sale periods.

Shipping within New Zealand
Shipping within New Zealand will be delivered within 10 business days (excluding weekends and public holidays) from the day you place your order. Delivery may take longer, in remote, rural areas or during promotion and sale periods.
For deliveries to New Zealand we use Australia Post Express Courier International trackable service.
Please note: We cannot deliver to New Zealand PO BOX addresses.

Orders within Australia over $80 are delivered free. Purchases within Australia under $80 will attract a $10 flat fee.
All orders within New Zealand are charged at a flat rate of $15.

We also offer free delivery for return orders, please see our refunds and exchange policy for more details.
Please note: All prices on our site are displayed in Australian Dollars (AUD), and will be charged in Australian Dollars. Orders shipped to New Zealand which are equivalent to NZ$400 may incur customs charges and duties charged by NZ Customs once the parcel reaches its destination port and must be paid by the recipient directly to the NZ Customs Service or its authorised service provider. W.Lane is not responsible for and will not reimburse any of these charges and duties.

Once your product is dispatched we will send you an email with a unique tracking code and a link for you to track how far away your order is. Simply copy that code and enter into the Australia Post Tracking Page to view the status of your order.

We process and pack your order as fast as possible. However if you contact us before your order is shipped, we can amend the address on your delivery. Unfortunately we are unable to amend your delivery address after an order is shipped.

Currently we are only able to deliver goods to Australia and New Zealand.

We offer two delivery options for you to choose from at the checkout.

1. Standard delivery
Your order will be delivered to your nominated address and a signature will be required (if you are not home a calling card will be left advising which post office to collect your parcel from)

2. Authority to leave
If you are not home your parcel will be left at your front door with no signature required (W.Lane cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier)

It will either be left unattended at your address (if you have requested this option at the time of order) or the delivery driver will leave a note for you to collect your parcel at your local post office.
Parcels are kept at the post office for five days – you will receive another note to remind you to pick it up. It will then be kept at the post office for five more days. If the parcel has not been collected by then, it will be returned to our warehouse.

We can deliver to PO Boxes, military addresses or Parcel Lockers within Australia. Deliveries to New Zealand must be sent to a street address.

All prices on our site are displayed in Australian Dollars (AUD), and will be charged in Australian Dollars. Orders shipped to New Zealand which are equivalent to NZ$400 may incur customs charges and duties charged by NZ Customs once the parcel reaches its destination port and must be paid by the recipient directly to the NZ Customs Service or its authorised service provider. W.Lane is not responsible for and will not reimburse any of these charges and duties.
Customs charges and duties are the responsibility of the Customer and will not be refunded by W.Lane. There are limited times when only the duty and GST can be refunded to you by the NZ Customs Service. Please find out more here: http://www.customs.govt.nz/features/internetshopping/Pages/Refunds-when-you-return-an-item.aspx

On occasion we don't send everything you've ordered at the same time. Check your dispatch emails to see if any of your items will be arriving separately. If your order has been sent separately, you will receive two tracking emails and will be able to track each item online. Alternatively, if we have indeed left an item out, please contact customer care.

Click and Collect

Click & Collect is a free service which allows you to select and order goods online and collect from selected stores. There are no delivery charges and no waiting around at home for your delivery to arrive.
Simply place your order online, choose the W.Lane store most convenient for you and we'll send you an email as soon as it's ready to collect.
Click & Collect orders are available for free pickup at all W.Lane stores, subject to stock availability.
Please Note: During sales periods Click & Collect may be temporarily unavailable.

1. Choose from the great range of goods available on the W.Lane website.
2. Add the item to your bag and proceed to the checkout.
3. Select the 'Click & Collect' option and the store.
4. You will be notified by email to acknowledge that your Order has been received.
5. A team member from the relevant 'Click & Collect' store will pick and process your Order. You will receive a second notification by email when your Order is ready for collection.
6. Visit your nominated 'Click & Collect' store with your ‘Ready for Collection’ Order confirmation email and photo identification. Once the team member has verified your transaction, you may collect the goods.

To avoid disappointment, please remember to wait for your second email from W.Lane. The first is a confirmation that we have received your order, the second 'your order is ready to pick up' is letting you know that your order is ready. If you come into store before receiving the second email your order will not be ready for you yet. The second email includes confirmation of the store address.

Please bring a copy of your order confirmation email (on your smartphone is fine) and photo identification.

You may nominate a representative to collect the goods on your behalf. Be sure to add their name to the order form. When collecting the Order, the representative must supply a copy of the ‘Ready for Collection’ Order confirmation email and photo identification.

Exchanges and Returns

For in store refunds just bring your invoice and original method of payment along with your purchase.

Items can be returned or exchanged free of charge within 21 days from the date your order is received. Simply:

1. Visit https://returns.auspost.com.au/wlane and follow the prompts on screen
2. Pack the garment/s in a shipping bag, along with your invoice
3. Pop the address label generated from the Australia Post website on the package and drop it in your local post box
Please note that any postage fees incurred with the original order will not be refunded.

Certain conditions apply. Please refer to our refunds and exchange policy for more information.

For in store exchanges just bring your invoice and original method of payment along with your purchase.

Items can be exchanged free of charge within 21 days from the date your order is received. Simply:

1. Phone us on 1300 728 980 to obtain a return label and authorisation ID from our customer care team.
2. Complete the Refund/ Exchange Form, with return details and your authorisation ID.
3. Securely pack the product, completed Refund/ Exchange Form and your invoice in an appropriate shipping bag.
4. Our customer care team will email your return label. Pop this label on the package and drop it in your local post box. (Remember you must call us first to obtain this return label).

Certain conditions apply. Please refer to our refunds and exchange policy for more information.

You have 21 days from when you receive your parcel to return any items you do not want.
Please refer to our refunds and exchange policy for more information.

As a gift recipient you have the same opportunities as a purchaser to exchange or return your item. All you need is your order confirmation to show your purchase as proof of purchase, which would have been delivered with your item. Please note that if you require a refund it will be in the form of a W.Lane Gift Card.

We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please contact customer care and have handy your order number. From here we will arrange for the faulty item to be returned free of charge and you will be provided with a return authorisation ID. Once we receive the item back we will be in contact to let you know next steps. If we are sending you a replacement item, we will do so as quickly as we can.
Please refer to our refunds and exchange policy for more information.

Please allow up to 15 working days for your return to be processed. During busy periods (e.g. Christmas, sale and Easter) Australia Post may take a little while longer to get your package back to us, so please allow up to 20 days for us to process your return from the time you send your goods. We'll be doing our best to refund/credit your account as soon as the package is in our hands. Please remember, your financial institution can take an extra few days to get the refund back into your account.

No issue, we don’t mind what packing the items come back in, as long as the product(s) have the swing tags attached, are unworn and in their original condition.

Yes, we will provide a refund within 21 days from when you receive your parcel, if the item is unworn, in its original condition with tags attached and there is proof of purchase.
Please refer to our refunds and exchange policy for more information.

My Account

Click here to create a W.Lane VIP Account.

Log in here and update your information in the my details section.

By signing up to W.Lane VIP rewards you are agreeing to receive emails from W.Lane. You can opt out of receiving emails at any time. Simply follow the unsubscribe link in the latest email you were sent from us or you can contact customer care and we will unsubscribe you from our database. In both instances it may take up to 5 business days for your details to be fully removed from our system.

We’d be really sad to see you go but of course you can unsubscribe at any time. Simply follow the unsubscribe link in the latest email you were sent from us or you can contact customer care and we will unsubscribe you from our database. In both instances it may take up to 5 business days for your details to be fully removed from our system.

Simply follow the Forgotten Password instructions link at login. For security reasons, we cannot send you your password via email. So we will request you reset your password, an email will be sent to you detailing the steps. If your new password does not work please contact customer care.

Your VIP number can be found on the back of your card. It will either be a 13 digit number or a 7 digit number starting with an W or X.

We no longer require you to carry a VIP Card, when placing an order we can find you in the system using your name or email address. If you still prefer a physical card, you can pop into any one of our stores and we will give you a replacement.

There are many benefits of joining our VIP Program
- Seasonal VIP Rewards Voucher. Representing a 5% rebate on your purchases, if your season spend is $100 or more
- Exclusive invites to promotions and special events
- First notice of sale and special offers
- The latest in style inspiration, fashion and advice

This could be for a couple of reasons:
1. Log in here and check that your contact details are up-to-date.
2. Make sure you have added us to your email address book. It might be that your emails are going into your spam folder.
If you don’t think it is any of these reasons please contact customer care.

Log in here and check that your contact details are correct. When you have confirmed that your details are correct please contact customer care.

This information is not currently available on wlane.com.au. Please contact customer care and we will happily look this up for you.