Shipping & Returns

We want receiving your Lace & Independence piece to be simple and stress-free. Below you’ll find everything you need to know about shipping, returns and exchanges.

Shipping

We currently ship within Australia.

Every order is carefully packed and dispatched from Melbourne, Australia.

Processing times

Orders are usually dispatched within 2–3 business days of being placed.

Once your order has been dispatched, you’ll receive an email with tracking information so you can follow your delivery.

Standard Shipping — $10

Standard shipping is sent via Australia Post tracked delivery.

Please allow approximately 3–5 business days for delivery after dispatch.

Delivery times are estimates and may vary depending on your location, particularly for regional and remote areas.

Express Shipping — $17

If you’re in a hurry, express shipping is available via Australia Post Express tracked delivery.

Please allow approximately 1–2 business days for delivery after dispatch.

Please note that express shipping does not change our 2–3 business day processing time. Delivery timeframes are estimates provided by Australia Post and are not guaranteed.

Delays can occasionally occur during busy periods, public holidays or due to circumstances outside our control.

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Returns & Exchanges

We’re a small, new business, and we genuinely hope you love your Lace & Independence piece as much as we do.

We’ve put a lot of thought, care and love into creating adaptive lingerie that makes getting dressed feel a little easier — without compromising on style.

If something isn’t quite right with your order, please reach out to us before starting a return. Whether it’s a sizing concern, a problem with your piece, or simply something that hasn’t worked the way you hoped, we’d really love the opportunity to help.

We’ll do our best to help find a suitable solution.

Because our lingerie is worn directly against the body, we do have some hygiene requirements around returns.

Change-of-Mind Returns

If you have changed your mind about your purchase, you may request a return within 14 days of receiving your order, provided the item:

Is unworn and unwashed
Has not been used
Is in its original condition
Has all original tags and packaging intact

For hygiene reasons, we cannot accept change-of-mind returns of items that have been worn, washed or otherwise used.

Return postage for change-of-mind returns is the responsibility of the customer.

Once we receive and inspect the returned item, we will process your refund to the original payment method.

Original shipping costs are non-refundable for change-of-mind returns.

Exchanges

If you need a different size, please contact us at hello@laceandindependence.com.au within 21 days of receiving your order.

Exchanges are subject to availability.

The item must be unworn, unwashed and returned with all original tags and packaging intact.

If the requested size is unavailable, we can arrange a refund or another suitable option.

If you’re unsure about sizing before ordering, please take a look at our Sizing page or get in touch — we’re very happy to help you find the best fit.

Faulty or Incorrect Items

We carefully check every piece before it leaves us, but if your item arrives faulty, damaged or is not the item you ordered, please contact us as soon as possible at hello@laceandindependence.com.au.

Please include:

Your order number
A description of the issue
Photographs of the item, where relevant

We’ll assess the issue and work with you to find an appropriate solution in accordance with your rights under Australian Consumer Law.

If an item is confirmed to be faulty, or we have sent you the incorrect item, we will cover the reasonable cost of return postage.

How to Request a Return or Exchange

Please email hello@laceandindependence.com.au before sending anything back.

Subject: Return / Exchange – [Order Number]

Please include your order number and let us know whether you are:

Requesting a return
Requesting an exchange
Experiencing a problem with your order

We’ll then get back to you with the next steps.

Please do not send an item back without contacting us first.

A Note From Us

As a new small business, every order genuinely means a lot to us.

We’re continually learning and improving, and your feedback helps us make Lace & Independence better. If something hasn’t worked for you, please talk to us before assuming there’s nothing we can do.

We want you to feel confident buying from us, and we’ll always do our best to help.

Important

Lace & Independence reserves the right to refuse a change-of-mind return where the item does not meet the conditions outlined above.

Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

If you have any questions about your order, sizing, returns or exchanges, please contact us at:

hello@laceandindependence.com.au

We’re always happy to help.