Shipping, Refunds & Returns Policies

women's sleepwear men's pyjamas Australia

SHIPPING POLICY

La’dormir Sleep Health & Wellness (“La’dormir”) (“we”, “us” and “our”) is the operator of (http://www.ladormir.com.au) (“Website”).

By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.  Our full Terms & Conditions can be found here.

 

Shipping

Shipping costs are charged for all addresses within Australia unless you have qualified for Free Shipping either by coupon code or within a promotion period whereby a minimum spend amount is required to qualify. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.  This cost is non-refundable should you decide to return your items. Shipping is via Australia Post and you will receive a tracking number via email once your order has been processed. You can track the delivery status of your order through Australia Post. 

If ordered before 12pm, we will attempt to post the same day whenever possible, otherwise it will be posted within 5 business days. As a general timeline, allow 3-10 business days for your order to arrive.  Delivery times are subject to Australia Post timeframes and any delays or changed timeframes they are currently experiencing.

Please note that orders placed after 12pm on Friday and any orders placed over the weekend (Saturday and Sunday) will be processed the following Monday (excluding Public Holidays). Orders placed on a Public Holiday will be processed the next working business day.

La’dormir are not responsible for how long your order takes to arrive once it has been handed over to Australia Post.

1.General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfil all your items at time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

2. Shipping Costs

Shipping is calculated at checkout by Australia Post. It is based upon your purchased item(s) weight, cubic measurements and the destination postcode. If you have a coupon code or purchase during a promotional period whereby a minimum spend amount qualifies you for free shipping, you will qualify for Free Shipping. If a minimum purchase amount is specified this amount must still be met after any discounts have been applied through coupon codes. This option must be chosen by the customer at Check Out as the system defaults to the Flat Rate Shipping charge (this is something we have tried to override but unfortunately we can’t.) It is the responsibility of the customer to make sure the correct option is chosen before payment is made.  Any orders qualifying for Free Shipping will be sent as Standard Postage (not Express) by Australia Post. 

3. Delivery Terms

3.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 – 7 days but may be impacted by delays at Australian Post. Please allow 3-10 business days for your order to arrive.

3.2 Dispatch Time
Orders are usually dispatched within 5 business days of payment of order.  Our warehouse operates on Monday – Friday during standard business hours, except on public holidays at which time the warehouse may be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum. Any orders received after 12pm on Friday or on Saturday or Sunday will be processed the following Monday (excluding Public Holidays). Orders placed on a Public Holiday will be processed the next working business day.

3.3 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

3.4 Items Out Of Stock
If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.

3.5 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us via email at service@ladormir.com.au so that we can conduct an investigation.  Alternatively, it is highly recommended the customer lodges an enquiry directly with Australia Post.

4. Back Order & Pre Order Policy

We aim to only offer products for online sale where the product is readily available to ship. From time to time however, you may pay for a product that is not readily available for shipping or we may have opened up upcoming stock for pre order. If this happens, we will notify you as soon as possible to let you know that the item or items are to be placed into our back order system.  You will also be notified at the time of selecting your size (if applicable) that the item is on back order.

When an item is placed in our back order or pre-order system we will ship it to you as soon as it arrives.

In the event of a product being placed on back order, while you have other available items on that order, we will ship all item(s) together once the back ordered / pre ordered stock has arrived.  This is to save the consumer additional shipping costs.

We understand that you may not always wish to wait for a product where it is not readily available for shipment. If you wish to cancel such an order, you can do so while the order is still in our back order system by contacting our Customer Service Team on 1300 709 908. We will either exchange, refund or credit the amount that you paid for the product.

In the event that a product is not readily available for shipment, we will use our best endeavours to procure the product from our suppliers within 30 days from the date that you placed your order. We also guarantee to lock in the original purchase price of the back ordered item.

If we are not able to procure the product within this timeframe we will contact you and let you know what your options are which could include:

  1. If we are not able to source the product from the supplier, we may need to cancel the order for the product, and provide you with a refund, credit note or exchange (customer’s choice); or
  2. If we are able to source the product from a different supplier, we will give you a choice as to whether you wish to purchase the product and will advise if there is any price difference. If you decide that you no longer want the product, we will provide you with a refund, exchange or credit (customer’s choice) of the original price paid.

5. Tracking

Upon dispatch, customers will receive an email from Australia Post from which they will be able to follow the progress of their shipment based on the latest updates made available by Australia Post.

6. Duties & Taxes

5.1 Sales Tax
GST has already been applied to the price of the goods as displayed on the website and itemised on your order.

5.2 Import Duties & Taxes
La’dormir does not currently ship to countries outside of Australia.

7. Customer Service

La’dormir strives to provide a high level of customer service satisfaction.  We encourage you to contact us via email with any questions, concerns or delivery queries at service@ladormir.com.au.

 

REFUNDS & RETURNS POLICY

La’dormir wants you to be happy and sure about your purchase and our aim is to make it as easy as possible.  We are confident you will LOVE your purchase but sometimes it’s just not for you and that’s OK. If there is something you need to change or you’re not satisfied with your order we accept exchanges and refunds provided our policy guidelines are met. 

This Refunds & Returns Policy (“Policy”) applies to all purchases made on www.ladormir.com.au.

1. General

La’dormir offers refunds and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy. Before making a purchase, please read this Policy so that you can understand your rights and what you can expect if you are not satisfied with your order.

2. Returns and Refunds

La’dormir may, at their sole discretion, provide a refund on the return of full priced products within 14 days of receipt of the products by you, where the product packaging is unopened and remains in a saleable condition. This means the products must be unused, unworn, unwashed, with the original tags and in its original undamaged packaging (if applicable – this applies only to products that come boxed or branded with their own packaging. It does not apply to our gift wrapping). Change of mind will not be an acceptable reason for a return or refund. Shipping costs incurred upon first ordering your items is not refunded.

Under Australian Hygiene laws, we are unable to refund or exchange intimates, pillowcases, bath & body products, hair accessories, eye masks, eye pillows or wheat bags.  

Gift cards are not refundable.

How do I Make a Return?
  • Please contact our team at service@ladormir.com.au
  • Quote your order number and the reason for your return
  • Our team will be in touch with a return address to send your parcel
  • Upon receipt the product will be checked to ensure it is in a condition that agrees with our exchanges and returns guideline
  • Once approved a refund or credit note will be issued along with an email confirming this
  • Please allow 5-7 business days from the point of receipt at our warehouse for this to be actioned

La’dormir’s products come with guarantees that cannot be excluded under the Australian Consumer Law.  La’dormir Quality Control Team will check all items prior to packing for any fault or damage before shipping. It is not our intent to send you a faulty or damaged product.  If the Product you have received arrives to you faulty or damaged, please e-mail service@ladormir.com.au with your proof of purchase, an outline of the fault or damage, photographs and any other relevant information. La’dormir will contact you within 3-5 business days to follow up your request.  For items received damaged whereby delivery methods could be at fault, please see Item 7 below.

I Have Received a Faulty Item:

We are sorry to hear you have received a faulty item. Please send the following information to service@ladormir.com.au

  • Your order number
  • The item name
  • Photos that show the fault of the item

Please hold onto the item until we contact you.

You acknowledge and agree that you are required to pay the postage costs associated in order for the item(s) to be returned and any associated fees with any refund pursuant to this clause. If your return is not accepted by La’dormir, you will be responsible to pay for all shipping costs involved in returning the Product to you. Refunds will be made by way of the original payment method for the item(s) being returned.  Any shipping costs paid by the customer for the order from which the product(s) are being returned or refunded will not be included in the refunded amount.  We strongly suggest you return your items using tracking. This can be easily done through Australia Post.

3. Exchanges

La’dormir may, at their sole discretion, provide an exchange on the return of full priced products within 14 days of receipt of the products by you, where the product packaging is unopened and remains in a saleable condition. This means the products must be unused, unworn, unwashed, with the original tags and in its original undamaged packaging (if applicable – this applies only to products that come boxed or branded with their own packaging. It does not apply to our gift wrapping) . Shipping costs incurred upon first ordering your items is not refunded. Under Australian Hygiene laws, we are unable to refund or exchange intimates, pillowcases, bath & body products, hair accessories, eye masks, eye pillows or wheat bags.  

How do I Make an Exchange?
  • Please contact our team at service@ladormir.com.au
  • Quote your order number and the reason for your exchange
  • Our team will be in touch with a return address to send your parcel
  • Upon receipt the product will be checked to ensure it is in a condition that agrees with our exchanges and returns guideline
  • Once approved an exchange will be issued along with an email confirming this
  • Please allow 5-7 business days from the point of receipt at our warehouse for this to be actioned

You acknowledge and agree that you are required to pay the postage costs associated in order for the item(s) to be returned and any associated fees with any exchange pursuant to this clause. If your exchange is not accepted by La’dormir, you will be required to pay for all shipping costs involved in returning the Product to you.

4. Sales Items & Other Exclusions

Please keep this in mind when making a purchase:

  • All items purchased on sale are non-refundable, cannot be exchanged or receive a store credit unless the product is faulty upon arrival when purchased. Products that are considered as Sale items are those that have had their original price (recommended retail price) struck out and a reduced price is displayed. 
  • Gift cards are not refundable.
  • Flammable liquids (for example, Fragrance Reed Diffusers, body wash, essential oils) are not refundable.
  • Intimates, all products listed under the category Bath & Body, pillowcases, hair accessories, eye masks, eye pillows or wheat bags are not refundable due to Australian hygiene laws.

The above exclusions may be reconsidered if the item purchased is received in a damaged state or deemed faulty. Please refer to Item 3: Exchanges on how to proceed.

Notwithstanding the other provisions of this Policy, La’dormir may refuse to provide an exchange or refund for a Product purchased by you if:

  • You misused the said product in a way which caused the problem.
  • You knew or were made aware of the problem(s) with the product or service before you purchased it.
  • Any other exceptions that apply under the Australian Consumer Law.

5. Grace Periods given for Christmas Period & Gifts

An exception to our standard 14 day window to return or exchange items is when your order is made during the “Christmas Period”. The Christmas Period is identified as when purchases are made after 15th November in the current year and can be raised for a return or exchange between 24th December of the same year to the 15th January of the following year. Please note that our response time may be longer during this busy period due to public holidays. If your purchase is for a gift that you have bought in advance and it could quite possibly exceed our standard 14 day return/exchange window should it be required upon receipt of your gift, please either leave a note in your order details or email service@ladormir.com.au within 14 days of placing your order to let us know.

6. Customer Responsibility

If returning or exchanging a Product, it is your responsibility to ensure safe delivery. Title in the Goods remains with you until it is safely delivered to La’dormir. La’dormir does not accept any responsibility for Products returned to the incorrect address or return and exchange Products damaged in transit. Items that are damaged, lost or returned without authorisation (ie. email correspondence from La’dormir advising of such) will not be accepted.  Please make sure you return your items using a trackable method from Australia Post.

7. Items Lost or Damaged in the course of Delivery

In the event that an item is lost or damaged in the course of the Delivery Services, La’dormir asks that you:

  • contact Australia Post directly to lodge an enquiry; and

  • contact La’dormir by sending an email to service@ladormir.com.au outlining in what way the Products were lost or damaged in transit so that La’dormir is able to determine if Australia Post should be removed from the purchase services and any other further information required to assist with the enquiry.

In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the “Returned Product”) back to us, as well as any cost of shipping any replacement product to you.

In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.

8. Response Time

We aim to process any requests for repairs, replacements or refunds within 5-7 business days of receipt. During the Christmas period this response time may be longer due to public holidays.

9. Contact Us

If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us on 1300 709 098 or email us at: service@ladormir.com.au