Delivery & Returns

Delivery

Domestic Shipping?

We offer Australia Post Parcel Post for $12.50 and Australia Post Express Post for $16.95.

Express Post

Receive your order in 2-4 days after dispatch. (excluding weekends & public holidays)

Please note that delays in dispatch can occur during peak sale periods.

Delivery via Australia Post is only on business days and not on weekends or public holidays.

Delivered with Safe Drop - If no one is at the delivery address to sign for the delivery, the order will be left in a safe place. If the delivery cannot be left in a safe place, a calling card will be left in your mailbox advising of the Australia Post location where you can collect it.

Once tracking details are available, you can request to change your delivery method for your parcel with Australia Post on their website.

We cannot accept responsibility for delivery delays caused by unforeseen circumstances (e.g., strikes, floods, etc.).

Dispatch and delivery times

Orders are sourced and dispatched nationwide. We aim to dispatch orders within 1-3 business days after purchase. Occasionally, orders may need to be sourced from multiple L'urv locations. If this is the case, then your order will arrive at your shipping address in more than one parcel.

Please note that during SALE periods, orders may take an extra 2-3 days to dispatch, which is on top of normal dispatch times. Customers will be notified of any dispatch delays.

All domestic orders are dispatched via Australia Standard Parcel Post. Please note shipping times are additional to the dispatch. For further information please refer to the Aus Post link provided; https://auspost.com.au/track/track.html days for regional areas.

Please refer to the Australia Post website for further information regarding delivery times.

Order Tracking

To track your orders, please log in to your account or check your shipping email and visit the tracking link provided.

Delivery Address

L'urv Online recommends customers provide a secure delivery address, such as their place of employment. L'urv Online is not responsible for lost or stolen parcels.

International Shipping?

Yes, we ship internationally!

Shipping costs range from $25 AUD to $75 AUD, depending on the destination and order size.

For the United States, shipping costs range from $18 AUD to $50 AUD

Please note that we do not ship to all countries. We highly recommend using a business address for delivery. If your country is not listed in the "Estimate Shipping and Tax" dropdown, we unfortunately do not ship there.

International orders are shipped via DHL International. We aim to dispatch orders within 2-5 business days after purchase. Some items are of limited stock and may take up to 10 business days to source.

Duties & Taxes
There is no GST charged on international orders. We maintain price parity between local and international customers. However, additional charges for handling international orders apply. All prices displayed online DO NOT include relevant overseas duties (including import GST/VAT), clearance fees, handling charges, or other customs/import charges. These fees are the responsibility of the recipient and are NOT included in the shipping cost. Please check with your country’s customs service before purchasing. We are unable to offer reimbursement for international duties and handling charges.

Order Tracking
To track your order, please log into your account or check the shipping confirmation email for the tracking link.

Delivery Address
We recommend providing a secure delivery address, such as your workplace. L’urv Online is not responsible for lost or stolen parcels.

Countries We Ship To

  • Asia: China, Hong Kong, India, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, United Arab Emirates, Vietnam
  • Europe: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland
  • United Kingdom: England, Northern Ireland, Scotland, Wales
  • North America: Canada, United States

Returns

Faulty Items Policy

Online

If you’ve received a faulty or damaged item from an online purchase, please send photos to Customer support and we will instruct you on how to return the item.

Returns Policy

Online

We hope you love everything that you order from us, but if something isn’t quite right you have 14 days from the day you receive your parcel to return the item to us.

(Once your order has been placed, we endeavor to get it to you as soon as possible, therefore we will be unable to make any changes to your order if you change your mind).

Full-priced items can be returned for an online credit (valid 3 years), an exchange where product is available or a full refund of the item(s) excluding shipping costs.

Sale & promotional items including flash sale styles can be returned for an online credit (valid 3 years) or an exchange where product is available.

Final Sale / Non-returnable products are not accepted unless faulty or under conditions set by the Australian Consumer Law.

For Final Sale / Non-refundable products returned due to change of mind, or does not meet the ACL criteria, the products will be returned to the sender via the marked address or via the details of the original purchase order where the parcel is un-marked. We are not liable for the loss or delay of return to sender parcels. All Final Sale / Non-returnable products will be marked on the product page and at checkout prior to purchase.

Afterpay & Zip Pay full price items can be returned for an online credit (valid 3 years) or a refund if full price. Afterpay & Zip Pay purchases cannot be exchanged. Orders placed on sale or during a promotion are only entitled to an online credit.

If you wish to return your goods, complete the online returns process as per the normal returns policy – if eligible for a refund, your initial payment will be returned in full and the remaining payments cancelled at no charge.

When you link your Afterpay account to a debit or credit card, please be aware that standard fees and charges may be applicable. Please refer to your card issuer’s terms and conditions for full details.

Note: Returned item(s) must be unworn, unwashed, unused, in original condition with all labels/tags attached and returned within 14 days of receiving your product. For health reasons, we do not accept returns on the purchase of face masks, bathers or earrings unless exhibiting a genuine manufacturing fault. During sale periods, returns may take up to 10 days to process upon receipt.

Returns for items purchased through L'urv Online are only accepted via post and not in person.

L'urv Exchange Policy

Online

If you require an exchange, please note that exchanges are subject to online availability. If your item is not available at the time of processing you will receive a refund or online credit, dependent on whether the returned item was full price or sale. We cannot pre-order or hold stock. When returning shoes, shoe boxes must be intact.

Value of an item is determined by the amount paid and listed on your invoice. If you are exchanging for a completely different item, the value of the new item is determined by the online listed price at the time your exchange is processed. We cannot apply discounts from past sales/promotions.

Shipping and Extra Charges

You must tick the boxes on the returns form to allow us to charge shipping and exchange fees to your credit card, or instruct us to send a PayPal money request. Your exchange will only be submitted once the extra charges have been paid. PayPal money requests will be cancelled after 3 days of pending, if not accepted, and an online credit will be created.

The L'urv Online store will not credit customs and duties paid on your order; this must be pursued by customers within their own jurisdiction.

As the L'urv Online store is not liable for the loss of the item being returned, we recommend sending your parcel with a traceable service.

How to Return via Post?

DOMESTIC RETURNS

We have partnered with AusPost to make your L'urv Online return easier.

Visit https://return.auspost.com.au/lurv and follow the prompts to lodge your AusPost return for L'urv Online orders.

You will need to enter your full order number into the order number box.
For your return authorisation (RA) number please enter your order number again.

The L'urv Online is not liable for the loss of item(s) being returned using this service. Please refer to the Australia Post website for Terms and Conditions. We recommend retaining your parcel lodgement receipt as this contains your tracking number.

Please fill out our online returns form to include in your satchel and address to:

L'urv Online Returns

65 Victoria Crescent,

Abbotsford 3067

L'urv Online does not accept postal returns on items purchased in store.

INTERNATIONAL RETURNS

Please contact Customer Service

Click & Collect

Click and Collect Information

Order Confirmation and Collection
  • You will receive an order confirmation via email once your order has been placed.
  • Please wait until you receive an email confirming that your order is ready for collection before heading into the store.
Returns
  • Sale & promotional items can be returned online or in-store in exchange for a credit voucher. The credit voucher will be valid for a duration of 3 years and can be used for future purchases both online and in-store.
  • Refunds only apply for full-priced items and can be processed online or in-store.
  • Refunds will be automatically returned to the original method of payment. Please allow up to 48 hours for the refund to process.
Collection Authorisation
  • The customer who placed the order is the only authorised person eligible for order collection.
  • To collect your order, you must present your email confirmation and a photo ID matching the customer details.
Collection Timeframe
  • If your order is not collected within 7 business days, we will attempt to contact you using the contact information provided during the order placement.
  • If we are unable to reach you or if you don't collect the order within the specified timeframe, we'll have the right to cancel your order and initiate a refund.
In-Store Pickup Availability
  • In-store pickup is available only if all the items in your order are available at a single store.
  • Store availability is listed on the product page of each product. 
  • To ensure a smooth click-and-collect experience, please note that if you have added items to your cart that are not available at the selected store, you will not be able to proceed with the click-and-collect option during checkout. This prevents any confusion or inconvenience caused by mixing items that are available for pickup with items that are not.

We recommend reviewing the store availability information on the product pages before finalising your order to ensure all the items you intend to click and collect are available at the chosen store location. These measures are in place to streamline the click-and-collect process and provide you with accurate information about the availability of products for in-store pickup.

Please note that these terms and conditions are subject to change and may be updated by Lurv without prior notice. It is recommended to review the latest version of the terms and conditions before placing your order.