Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Please read the descriptions of each product to understand the sizing of the product and what is included in the price. While I have done my best to photograph these products to represent their true colours, please note that colours may vary slightly from screen to screen. All yarn and fibre is weighed with digital scales however it is normal for weights to vary by +/- 5%. 

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@lupylane.com. Please note that returns will need to be sent to the following address: [PO BOX 75, Lambton NSW 2299]. Items sent back to us without first requesting a return will not be accepted. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you received the wrong item so that we can evaluate the issue and make it right by issuing a refund, replacing or repairing an item.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on custom-made items, made-to-order items, items on sale, workshops, rentals, or gift cards.

Exchanges
In the instance you change your mind or have purchased the wrong item by mistake, we can issue a store credit so you can purchase another item. All shipping costs relating to exchanges are the buyer's responsibility.

European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds for defective or damaged items
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we approved your return, please contact us at hello@lupylane.com.

Order cancellation fee

Unfortunately, Lupy Lane does not have any bank processing fees refunded to them in the event of a cancellation. Therefore, if you place an order and decide to cancel the order before it has been fulfilled, there will be a cancellation fee deducted from the refund (2.9% of the total value of the order). For customers outside of Australia, the amount refunded will be at the same exchange rate as when you placed the order.