Returns or Exchange Policy
Returns Policy:
We accept returns in the following circumstances:
- You received a product that is different from your order and the product you intended to order is no longer available.
- The product is faulty, defective or does not meet its description.
Exchange Policy:
We accept exchanges in the following circumstances:
- The product is faulty or defective and a replacement product is not available in stock.
Conditions for Returns or Exchanges:
Items must be returned within 14 days of receiving your order (unless the issue falls under the Consumer Guarantees Act, in which case time limits may not apply).
Items must meet the following conditions:
• Have not been worn, washed or altered.
• All tags and labels are still attached.
If you have any questions regarding your eligibility for a return or exchange, please contact us for assistance.
Exclusions:
We are unable to accept returns or exchanges under the following circumstances:
• Damage After Receipt: Items damaged due to mishandling after they have been received.
• Change of Mind: Returns or exchanges for change-of-mind reasons, such as size or colour preferences.
Although we strive to ensure product images, descriptions, and measurements are as accurate as possible:
• Colour: Slight variations may occur due to differences in screen settings, lighting conditions, or device displays.
• Size: Measurements provided on our website are approximate and may vary slightly due to manufacturing processes.
To assist our online customers, we provide detailed size guides and product descriptions. Please review these resources carefully before completing your order. Minor variations in colour or size are not considered defects under our Returns Policy. However, if a product does not meet its description or reasonable expectations, please contact our customer service team.
Shipping Responsibility:
If the return is due to a fault on our part (e.g., incorrect, defective, or misrepresented items), acmé de la vie will cover the return shipping costs. For items returned for any other reason, the customer is responsible for shipping costs.
Responsibility for Lost Parcels
If a returned parcel is lost in transit due to courier issues or circumstances outside the customer’s control, we will issue a refund or store credit to the value of the returned item(s).
We are not responsible for lost parcels in the following situations:
• The shipping address provided by the customer was incorrect or incomplete.
• The customer failed to provide accurate contact information (e.g., email or phone number).
• The parcel was marked as delivered but was not collected or retrieved.
• The customer authorised the courier to leave the parcel unattended (safe drop/ATL), and it was lost or stolen.
• Return parcels were sent without using a secure and trackable shipping method.
Lodging a Return or Exchange Request
To initiate a return or exchange, please follow these steps:
1. Submit Your Request:
Email our Online Returns Form to customerservice@acmedelavie.com.au within three days of receiving your order. Include the following details:
• Photos of the product(s) received.
• Order Number and Item Code.
• Reason for the return or exchange.
2. Await Approval:
A customer service representative will review your request and contact you via email or phone with further instructions.
3. Return the Item:
Once your return or exchange is approved, you may:
Post the item in a secure, trackable package to the address provided, including the Online Returns Form and your receipt.
Please Note:
• For missing items, please contact our customer service team immediately and retain all packaging materials until instructed otherwise.
• Returns will only be accepted if approved by our staff in advance. Returns shipped to us without prior approval will not be accepted.