Refund policy

At Lorien Maison, we want you to feel confident when shopping with us.

This Returns, Refunds & Cancellations Policy explains how returns, refunds, exchanges, cancellations, failed deliveries, and damaged or faulty items are handled.

This policy applies to orders placed through our website and is designed to operate in accordance with the Australian Consumer Law. Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law.

1. Return Window

Eligible items may be returned within 30 days of delivery, subject to the conditions outlined in this policy.

The 30-day return window applies to change-of-mind returns and other eligible returns accepted by Lorien Maison.

If your item is faulty, damaged, incorrectly delivered, or significantly different from its description, your rights under Australian Consumer Law continue to apply.

2. Change-of-Mind Return Eligibility

For change-of-mind returns, items must meet all of the following conditions:

The item is unused, unworn, and in its original condition
All original packaging, labels, and tags are intact
The item shows no signs of wear, damage, washing, alteration, perfume, odour, stains, or misuse
The return request is submitted within 30 days of delivery
The return is approved by our support team before being shipped back

A fitting comparable to trying an item on in a physical store is permitted, provided the item remains in original condition.

Items returned without prior approval may not be accepted.

3. Items Not Eligible for Change-of-Mind Returns

Change-of-mind returns are not accepted for:

Items with opened, removed, or broken hygiene seals
Personalised or custom-made products
Items damaged due to improper use, misuse, washing, alteration, or failure to follow care instructions
Underwear, shapewear, bras, swimwear, or similar intimate items where the hygiene seal has been removed
Items that are not in their original condition

This does not limit your rights under Australian Consumer Law if an item is faulty, damaged, incorrectly supplied, unsafe, or significantly different from its description.

4. Faulty, Damaged, Incorrect, or Misdescribed Items

If your item arrives faulty, damaged, incorrect, or significantly different from the product description, please contact us as soon as possible.

Please email us with:

Your order number
A clear description of the issue
Clear photos or video showing the problem
Your full name and delivery address

If the issue is confirmed, we will provide a remedy in accordance with Australian Consumer Law. Depending on the situation, this may include a repair, replacement, refund, store credit, or another appropriate solution.

For confirmed faulty, damaged, incorrect, or misdescribed items, restocking fees do not apply.

Where required by law, reasonable return shipping costs may also be covered or reimbursed.

5. Return Costs & Return Location

We do not offer free change-of-mind returns.

For approved change-of-mind returns, the customer is responsible for:

Return shipping costs
Any customs duties, taxes, or clearance fees
Selecting a shipping provider that supports international returns and customs clearance
Providing accurate customs documentation
Ensuring the returned parcel reaches the return address provided by our support team

Approved returns may need to be shipped to our warehouse in China.

Warehouse Address:
Building 4, 4th Floor
58 Baiye Road
523000 Guangdong
China

The exact return instructions will be provided only after your return request has been reviewed and approved.

Do not send returns to the sender’s address shown on the parcel. Do not send returns to our business address. Do not send returns to the warehouse address unless our support team has specifically confirmed it for your return request.

Returns sent to an unauthorised address may not be accepted or refunded.

6. Restocking Fee

For approved change-of-mind returns, a 25 AUD restocking fee per item may be deducted from the refund amount.

This fee helps cover inspection, processing, handling, and inventory management costs.

The restocking fee may also apply to:

Parcels refused upon delivery without a valid reason
Parcels not collected from the post office or collection point
Parcels returned due to customer error, such as an incorrect or incomplete address

The restocking fee does not apply where the item is confirmed to be faulty, damaged, incorrectly delivered, or otherwise eligible for a remedy under Australian Consumer Law.

7. Exchanges

Exchanges may be offered once per order, subject to product availability and approval by our support team.

If the requested replacement item is unavailable, we may offer an alternative item, store credit, or another suitable resolution.

Once an exchange has been processed, the replacement item is not eligible for another change-of-mind exchange.

This does not limit your rights under Australian Consumer Law if the replacement item is faulty, damaged, incorrect, or significantly different from its description.

8. How to Start a Return

To request a return, please email:

Email: contact@lorienmaison.com

Please include:

Order number
Item or items you wish to return
Reason for the return
Clear photo or video, if the item is damaged, faulty, incorrect, or misdescribed
Your full name
Your delivery address

Our support team will review your request and confirm whether the return is eligible.

9. Return Review & Processing Time

Return requests are usually reviewed within 3–5 business days after we receive all required information.

If additional information, photos, or documentation are needed, we may contact you before approving or declining the request.

No return address or return shipping instructions will be provided until the return request has been reviewed and approved.

After approval, you must ship the item back within the timeframe provided by our support team.

10. Important Return Instructions

Please follow these instructions carefully:

Do not return items without approval
Do not send returns to the sender’s address on the parcel
Use a trackable shipping method
Keep your tracking number and shipping receipt
Make sure customs forms are completed correctly
Package the item securely to prevent damage in transit

For change-of-mind returns, the customer is responsible for the parcel until it is received at the approved return address.

Lorien Maison is not responsible for change-of-mind return parcels that are lost, delayed, rejected by customs, or sent to the wrong address.

11. Cancellations

Orders may be cancelled within 30 minutes of being placed, provided the order has not yet entered processing.

To request a cancellation, please contact us immediately at:

Email: contact@lorienmaison.com

Once an order has entered processing, it may no longer be possible to cancel it. This is because orders may be sent to our fulfilment partners shortly after being placed.

If cancellation is no longer possible, you may still request a return after delivery in accordance with this policy.

12. Refunds

Once your approved return is received and inspected, we will notify you by email.

If the return is approved, the refund will be issued to the original payment method used at checkout.

Please allow:

3–7 business days for us to inspect and process the return after it is received
5–10 business days for your bank, card issuer, or payment provider to complete the refund

For change-of-mind returns, the following may be deducted or excluded from the refund:

Return shipping costs
Original shipping costs, where applicable
Optional insured shipping, where selected at checkout
Restocking fee of 25 AUD per item, where applicable
Customs duties, taxes, or clearance fees paid by the customer

For faulty, damaged, incorrect, or misdescribed items, refunds and shipping-related remedies will be handled in accordance with Australian Consumer Law.

13. Promotional Discounts & Partial Returns

If your order included a promotional discount and you return part of the order, your refund may be adjusted.

Discounts are recalculated based on the items you keep, not only the items originally purchased.

Examples include:

Stack & Save:
If returning an item means your order no longer meets the discount threshold, the discount may be removed or recalculated, and your refund may be adjusted accordingly.

Buy 2, Get 1 Free:
If an item from a promotional bundle is returned, the free or discounted item may be recalculated at its regular price, and the refund amount may be adjusted.

A restocking fee may apply to change-of-mind returns, and return shipping costs remain the customer’s responsibility unless otherwise required by law.

14. Failed Delivery, Refused Parcels, or Uncollected Parcels

If a parcel is returned because:

It was refused upon delivery
It was not collected from the post office or collection point
An incorrect or incomplete address was provided
The customer failed to respond to delivery or customs requests

We may deduct reasonable costs from any eligible refund, including:

Return shipping fees
Reshipment fees
Customs or clearance fees
A 25 AUD restocking fee per item, where applicable

Alternatively, depending on the condition of the returned parcel and the circumstances, we may offer reshipment, store credit, or another suitable resolution.

If the failed delivery occurred due to an error by Lorien Maison or the carrier, we will review the case and provide an appropriate remedy.

15. Incorrect or Incomplete Address

Customers are responsible for providing a complete and accurate delivery address at checkout.

If an order cannot be delivered due to an incorrect or incomplete address provided by the customer, we may offer one of the following options once the parcel is returned to us or confirmed by the carrier:

Reshipment to the correct address, subject to any additional shipping costs
Store credit
Refund, less reasonable costs already incurred, where applicable

If the address error was caused by Lorien Maison, we will provide an appropriate solution at no additional cost to the customer.

16. Delivered, Missing, or Stolen Packages

Once a parcel is marked as delivered by the carrier, delivery is generally considered complete.

If you believe your parcel was delivered incorrectly, lost, or stolen after delivery, please contact us as soon as possible. We will assist you with the carrier investigation where possible.

If the courier provides written confirmation that the parcel was lost before successful delivery, we will review the case and provide an appropriate resolution, which may include replacement, refund, or store credit depending on the circumstances.

Customers are responsible for providing a safe and accurate delivery location.