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FREE DELIVERY OVER $80* | RETURN IN STORE & ONLINE*

Frequently Asked Questions

 

Most Common Questions

Orders within Australia will be delivered within 7-10 business days from the day you place your order. Orders within New Zealand will be delivered in up to 14 business days from the day you place your order. Delivery may take longer in remote or regional areas or during sale periods. See our Shipping & Delivery page for more information.

We’re so sorry you weren’t 100% happy with your purchase. To make things simple, we’ve created a guide for returning your item, either online or in person. The short version is that we are happy to accept returns, either for exchange or refund, as long as your item is eligible. This means:

It is within 30 days of when you received your item

The item is unworn, in its original condition and has tags still attached

You have a proof of purchase

Certain conditions may apply. It is best to see our Returns Policy for the full guidelines.

We strive to return your funds to you as quickly as possible. This can take up to 15 business days, as we are only able to begin processing a refund once we have received your returned items. Please allow for a little extra time during busy periods (such as Christmas, Easter or large sales) as it may take longer for Australia Post to get your package to us. For faster refunds, you may be eligible to return your goods in store. Please see our Returns Policy for more information. In this case, please be aware that it still may take a few days for your financial institution to return the funds to your account.

We know what it’s like to miss out on that perfect piece, so that’s why we try our hardest to keep up with stock demands both in stores and online. However, some popular items may sell out quickly. If you’re looking for something in particular that doesn’t seem to be available, please contact our Customer Care Team and they will try to locate your style in a nearby store.

My Account

Click ‘Register’ in the top right hand corner of your screen. By filling in your details, you are both creating an online shopping account and signing up to our W.Lane VIP Program You can also create an account by filling your online shopping bag and clicking through to Checkout. You will be prompted to either checkout as a guest or create an account.

Each time you checkout, you will have the opportunity to update your delivery address and preferred payment option. You can also change these by logging in to your account (click ‘Login’ in the top right hand corner of your screen) and find the ‘My Details’ section.

Not a problem! Simply click ‘Login’ in the top right hand corner of your screen and follow the Forgotten Password link. This will send instructions to your e-mail address on resetting your password. For security purposes, we cannot e-mail you your current password. If you are still having trouble, please contact our Customer Care Team.

We make it easy for you to receive our fantastic benefits. By creating an online account at Wlane.com.au, you will be automatically signed up to the W.Lane VIP Program. You can also become a VIP member by signing up in store. Simply ask one of our friendly team members on your next visit.

We’re very sorry to see you go, but of course you’re free to unsubscribe at any time. Simply go to the latest W.Lane e-mail you received and click the Unsubscribe link at either the top of bottom of the e-mail. You can also unsubscribe by contacting our Customer Care Team. It may take up to 5 business days for your details to be fully removed from our system.

Shopping Online

Not at all. We love our regular customers as well as those who are just looking for a one off treat. Simply fill your online shopping bag and complete the checkout process. You are then able to opt out of creating an account.

Online shopping is a little easier when you sign up for an account at Wlane.com.au. Your account will:

Remember your delivery details for faster checkout

Allow you to keep track of your orders and refunds

Give you access to our W.Lane VIP Program for exclusive sales and offers

We believe in maintaining your privacy and the security of your personal information. Our website and payment provider is equipped with the most up-to-date online security protocols to ensure your information is kept out of dangerous hands. We do not store your credit card details directly. Wlane.com.au uses eWay, a safe, online payment provider that uses an encrypted security measure (known as “Cookies”) to store your credit card information for easier checkout. Please read our Privacy Policy for more detailed information.

Have you ever wondered how your favourite websites remember what’s in your online shopping bag or have your login information all filled in and ready to go? That is the work of cookies, a tiny piece of encrypted data sent from a website to your computer that allow a website to remember your internet browser. This means a faster, easier process for you as an internet user – without sacrificing the security of your personal information. For more information about the use of cookies, please see our Privacy Policy.

W.Lane online accepts the following forms of payment:

Credit cards (Visa, Visa Debit, MasterCard, AMEX)

W.Lane Gift Cards

PayPal

Afterpay

Zip Pay

All prices are listed in AUD. To view prices in New Zealand dollars (NZD), change your country selection from the menu on the top right hand corner of your screen. All prices include GST and other taxes. Some orders over NZ$400 shipped to New Zealand may incur addition custom duties charged by NZ Customs. These charges and duties are the responsibility of the customer and will not be refunded by W.Lane.

It’s difficult to guess your size when shopping online, so we’ve created a simple Size Guide to help you compare your measurements and find your best fit. Happy shopping!

We know what it’s like to miss out on that perfect piece, so that’s why we try our hardest to keep up with stock demands both in stores and online. However, some popular items may sell out quickly. If you’re looking for something in particular that doesn’t seem to be available, please contact our Customer Care Team and they will try to locate your style in a nearby store.

Shipping & Delivery

Orders within Australia will be delivered within 7-10 business days from the day you place your order. Orders within New Zealand will be delivered in up to 14 business days from the day you place your order. Delivery may take longer in remote or regional areas or during sale periods. See our Shipping & Delivery page for more information.

We are thrilled to offer FREE shipping on Australian orders over $80AUD. All other purchases under $80 will incur a reasonable $10AUD flat fee. At this time we are unable to offer free shipping on orders to New Zealand. All orders within New Zealand are charged a flat rate of $15NZD. If you are not happy with your purchase, we also offer free delivery for return orders. See our Returns Policy for more information.

When you order with us, you will first receive an order confirmation via e-mail. This is to notify you that your order was received by us and we are working on fulfilling it. Once your order is dispatched from our warehouse, we will send you a shipping confirmation with a unique tracking number. Simply enter your tracking number at Australia Post Tracking Page for up to date information on the status of your package. Sometimes it may take up to 24 hours for the tracking information to appear on the Australia Post website.

Unfortunately we are unable to change details of your online order after it has been placed. You will need to contact our Customer Care Team to resolve this issue.

Please ensure to the best of your ability that your order and delivery information is correct, as we are unable to make amendments after an order is placed. Unfortunately we cannot make changes to:

Delivery address

Colours and sizes

Adding or removing items

Applying discounts and rewards

Full order cancellations

If possible, you will need to accept the package and complete the Returns process to receive a refund, then re-order with the correct sizes, items or discounts. If you have any further questions, please contact our Customer Care Team.

We offer two Australia Post delivery options for you choose from at checkout. Standard Delivery: A signature will be required upon delivery. If you are not home, a card will be left advising you which post office to collect your parcel from. Authority to Leave: You do not need to sign. If you are not at home, your parcel will be left on your doorstep or in a safe place. In this case, there is a small risk of damage or theft. W.Lane cannot be held liable for any parcels that are damaged, lost or stolen as a result of selecting this delivery option.

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 our Customer Care Team.

We currently only ship to Australia and New Zealand.

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

Returns & Exchanges

We want you to be happy with your purchase and if you’re not, we want to help. W.Lane accepts returns and exchanges on almost all items under the following conditions:

It is within 30 days of when you received your item

The item is unworn, in its original condition and has tags still attached

You have a proof of purchase

Due to personal hygiene reasons, we do not accept returns on swimwear, underwear and earrings.

There are several ways to get your items back to us. Please see our Returns Policy for the complete step-by-step guide.

Need a different colour or size? Or perhaps you’d just like something that better suits your personal style? You can exchange your purchase at any W.Lane Store. The standard requirements for returns still apply. Please note that exchanges can only be provided in store. If you purchased something online and want to return it to us my mail, we will process it as a refund and you will need to place a second order for your correct item online.

You have 30 days from when you received your parcel or, if you purchased in store, 30 days from date of purchase to return your item. Remember to have your proof of purchase handy for any returns or exchanges.

While mum always said “It’s the thought that counts”, sometimes there’s nothing wrong with swapping a gift for something you’ll really love. We are happy to return or exchange an item you received as a gift as long as all the standard requirements are met. If you do not have a receipt, simply present the order confirmation as proof of purchase (which should have been delivered with your item).Please note that if you require a refund, one will be provided in the form of a W.Lane Gift Card.

If you notice a fault or defect with any items in your order, please contact our Customer Care Team right away. We can arrange for the faulty item to be return free of charge and a replacement sent to you as quickly as possible.

We strive to return your funds to you as quickly as possible. This can take up to 15 business days, as we are only able to begin processing a refund once we have received your returned items. Please allow for a little extra time during busy periods (such as Christmas, Easter or large sales) as it may take longer for Australia Post to get your package to us. For faster refunds, you may be eligible to return your goods in store. Please see our Returns Policy for more information. In this case, please be aware that it still may take a few days for your financial institution to return the funds to your account.

As of Monday 4 February 2020, Sale items are non-refundable for change of mind, instore or online.
Please refer to our returns policy for more information

Gift Cards

We provide two options for customers wanting to surprise someone with a Gift Card.

Physical Gift Card: A plastic card purchased in store or, if purchased online, delivered to the recipient by mail.

eGift Card: An electronic voucher sent to the recipient via e-mail. An eGift Card can only be purchased online.

Both types of Gift Cards can be used online and in store.

Your loved one has 3 years from the date of purchase to use their Gift Card.

To redeem in store, present your physical Gift Card or online eGift Card (either printed or on your phone) to a friendly W.Lane team member. To use your Gift Card online, simply enter the Gift Card number and PIN into the appropriate fields during checkout.

Please treat your Gift Card like cash. Unfortunately we cannot replace, refund or exchange Gift Cards for any reason.

Vouchers & Promotions

Simply fill your online shopping bag and click through to Checkout. There will be a field to enter your promo code or voucher code. The discount will then be applied to your shopping bag.

In some instances you may be required to log in to your account in order to redeem a discount code or voucher. Are you trying to add more than one code per order? Many promotional codes and vouchers can only be used once per order or once in total. Check the Terms & Conditions of your voucher for details. If you are still having trouble redeeming your discount, please contact our Customer Care Team.

Ezibuy

We are proud of offer a curated range of homewares, clothing and gifts from New Zealand based retailer Ezibuy. Our main focus has been, and always will be, on stylish and sophisticated women’s fashion, so we are thrilled to be able to offer our customers an extended collection of products to suit their lifestyle – all thanks to Ezibuy.

You can feel secure that you are purchasing through W.Lane and the Mosaic Brands LTD. When you make an Ezibuy purchase through us, we process your order with Ezibuy on your behalf.

Ezibuy items are shipped from New Zealand. We strive to get all orders delivered within 5-7 business days. If you order during a busy period or are in a remote or rural area, your order may take up to 10 days to be delivered.

W.Lane products are shipped from our warehouse in Sydney, Australia, while Ezibuy products are shipped from New Zealand. If you purchased Ezibuy items and W.Lane items in the same order, you will receive separate dispatch notifications and parcels.

Ezibuy orders over $1000AUD may incur customs charges and duties from the Australian Customs Service. These charges are the responsibility of the customer and will not be paid or refunded by W.Lane.

Of course! We understand that buying online is tricky and sometimes things just don’t work out. Ezibuy items are able to be returned to us via our online Returns Policy. Please note that these items cannot be returned in store and cannot be exchanged.

Unfortunately, no. You must provide a delivery address for Ezibuy items.

We are unable to offer vouchers, coupon codes or seasonal rebates on Ezibuy products. Only W.Lane and Mosaic Brands LTD products will be available for these offers.

We’re sorry, Ezibuy products on our website are currently only available to Australian customers. If you add an Ezibuy item to your online shopping bag, it will be removed at checkout once you confirm your delivery details. We apologise for the inconvenience.

Click & Collect

Click & Collect is a free service which allows you to have your online purchases shipped to your local W.Lane Store. There is no waiting around for the post. Simply place your order, choose the W.Lane store most convenient for you and we’ll send you an e-mail or text (SMS) when your order is ready to collect.

You will receive an e-mail or text (SMS) generally within 7-14 business days. These times may be extended for rural and remote areas or if your products are not available at your preferred store. Click & Collect may be unavailable during particularly busy sale periods. Please keep in mind that you will receive two e-mails when you select Click & Collect. The first e-mail is simply a confirmation of your order. To avoid disappointment, please wait for the second e-mail notifying you that your order is ready for pick-up.

Please bring photo identification and a copy of your order confirmation (printed, or on your smartphone). Please note that if you do not have either one of these items, your order may not be released to you.

Yes. You will need to nominate a representative before you complete your order and add their name to the order form. Once you have received confirmation that your order is ready for pick-up, your representative will need to present this confirmation, along with photo ID, at your preferred W.Lane store.

Afterpay, Zippay & Paypal

You will need to create an account with each of these payment systems before purchasing on the W.Lane website. Please visit Afterpay, Zippay or Paypal to do this.

Yes, you can.

Afterpay: Online and in store returns accepted. All refunds will be updated in your payment schedule with Afterpay.

Zip Pay: Online returns only. Your refund will be credited to your Zip Pay account. Should you want a refund from Zip Pay, please contact Zip Pay directly.

Paypal: Online returns only. Your refunds will be credited to your Paypal account.

For issues or questions relating to these payment systems, please contact Afterpay, Zip Pay or Paypal directly.

Afterpay: Frequently Asked Questions

Zip Pay: Frequently Asked Questions

Paypal: Frequently Asked Questions

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