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

Returns Policy


How to return your items- Australia:

We hope you’re delighted with your W.Lane purchase. However, we understand that sometimes things just don’t work out and you may need to return something for an exchange or refund. Is your order eligible for a return? We are happy to offer free returns as long as:

  • 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

IN STORE RETURN

Free Store Exchange

Pop into your nearest W.Lane store. Don’t forget to bring your receipt or online invoice and original form of payment. This is the only way to return items if you purchased them in store.



FIND MY LOCAL STORE

 

PARCEL POINT

Parcel Point

Print the W.Lane returns form, print your shipping label and drop your return into your local ParcelPoint pick-up spot. This convenient option is available 7 days a week and is totally FREE!




BOOK MY RETURN

COURIER PICKUP

Courier Pickup

Can’t get to a store or post office? Print the W.Lane returns form, print a ParcelPoint shipping label and have your return picked up by ParcelPoint’s courier service 8am-5pm business days. Prices start at $6.95*.




BOOK MY COLLECTION

AUSTRALIA POST

Australia Post

Print a W.Lane returns form and Australia Post shipping label, then drop your return to your local post office. Trackable shipping methods are recommended for your peace of mind.



PRINT MY LABEL

 

 

*Courier Pickup: Return fee is based on your location and the cost of returns is payable by you and we will not reimburse this. Not available for Remote/Rural Areas.

 

How to return your items- New Zealand:

Please contact our Customer Care Teams via our Contact Us Form or call +61 (02) 8577 7838  

 

Return Terms & Conditions

• You are welcome to a refund for the full cost of goods (excluding any delivery charges) within 30 days from the date you received your order.

• Products will only be accepted for a return if the item is unworn and in its original condition with all tags still attached. We also require a proof of purchase (in store receipt or online receipt).

• Our Returns team will inspect the items upon return and if the items are in less than perfect condition, they may be returned to you at your expense.

• If sending your return via post, please allow 15 days for your return to be processed.

• In store purchases cannot be returned online.

• We are not able to exchange items returned to us via post. If you would prefer to exchange for another item, please visit a W.Lane Store or, once your item has been returned and refunded, create a new order online.

• For hygienic purposes, some items are not able to be returned and are considered final sale. Please see below for our our list of non-returnable items.

All Final Sale items are non-refundable for change of mind, instore or online.  

Please contact our customer care team by emailing stores.customercare@mosaicbrandsltd.com.au if you have any further questions.   Our return policy is in addition to your rights under the Australian Consumer Law.

Incorrect items or faulty goods

If you notice that an item is damaged or not what you ordered, please contact our Customer Care Team on 1300 728 980. Have your order number handy. We will arrange to have the faulty order returned to us and a replacement sent to you free of charge.

Non-returnable items

• Swimwear

• Underwear

• Earrings

The following items can only be returned in some circumstances

All Final Sale items are non-refundable for change of mind, instore or online. Please contact our customer care team by emailing stores.customercare@mosaicbrandsltd.com.au if you have any further questions. Our return policy is in addition to your rights under the Australian Consumer Law.Any final clearance styles returned to online will be refunded for credit, minus the $10 shipping fee incurred by us to return the item.

• EziBuy Items: Return online only

You are welcome to return your Ezibuy product for a full refund (excluding any delivery charges) within 30 days from the date you received your order, simply follow the online returns instructions above. Please Note: As EziBuy products are available exclusively online we cannot accept in store returns.

We do not accept in store returns for Sister Brand Products. These products are identified on the product page and your invoice with the relevant brand name. If you wish to return a Sister Brand product you are welcome to send it back to us in accordance with our standard Online Returns policy.

• Purchases from our sister brands and Brand Partnerships can be returned online only

You are welcome to return your products for a full refund (excluding any delivery charges) within 30 days from the date you received your order, simply follow the online returns instructions above. Please note: As these products are available exclusively online we cannot accept in store returns. Please Note: As these products are available exclusively online we cannot accept in store returns.

• Purchases made with ZipPay: Return online only  

Products purcahsed via Amazon, Ebay, Catch & Trademe:

We do not accept in store or online returns for W.Lane products purchased via the above marketplaces. To return an item purchased from these websites, please place a return request back through the original website.

Please note: Faulty goods are excluded from this policy. If you discover a fault with a clearance style, please phone us. Have handy your order number. From here we will arrange for the faulty item to be returned free of charge. 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.  Your statutory rights are not affected.

Brand Partnership Returns:

Without limiting your rights under Australian consumer law:

1. If there is a major fault or issue with our product, you are entitled to a refund or replacement at our discretion; and
2. If the problem is minor, you are entitled to a replacement or a gift voucher

We are unable to provide a refund for change of mind or taste preference after we have processed your payment.

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