Returns & Exchange
Your satisfaction is our first priority at La Onda Australia. If your item is faulty upon receipt, we will gladly process repair, replacement or refund in accordance with our Returns Policy.
To return a faulty item to us, you should email your request to firstname.lastname@example.org with the following information attached:
- Your proof of purchase/order number
- Your name and address
- A short description of the fault
- Supporting images
Our Customer Services Team will be in touch to advise the next steps.
All items that are returned as faulty are thoroughly inspected by our quality control experts to deem whether an item is faulty or whether it is fair wear and tear. We may be able to offer to repair your item but please note that repairs are not guaranteed.
If in the rare event that your item is faulty due to a design error, we may be able to replace your item. Replacements are subject to availability and we ask that you state you would like this option at the time you request a return.
RETURNS POLICY FOR ONLINE ORDERS
You have 7 days from receipt of your order, to advise us of your intention to return or exchange. You then have a further 7 days to return the goods back to us. Returns outside this period may not be accepted.
- Shipping charges to return the products are the responsibility of the customer.
If you would like to return/exchange an item please contact La Onda Head Office via e-mail at email@example.com within 7 days of receiving your purchase.
Once accepted, you will be sent an email confirmation containing instructions on returning the item/s and a form to fill out and include in the package. Once you have been sent a postal address, the item must be sent back within 7 days to be eligible for a refund. Any items returned after the 7 days will receive a credit which is redeemable for a 3 month period.
Please use the provided online return/exchange form to indicate the reason for your return/exchange and include in the package when returning your item/s.
Please note: La Onda Australia do not offer a free returns service for change of mind.
CONDITION OF RETURN
Once your return is received, it will be thoroughly inspected in accordance with our Returns Policy.
All items need to be returned in an unmarked, unused condition with the original packaging including dust bag(s) and care cards. The branded shoe box is considered as part of the product and should be returned in a protective shipping box.
Due to the delicate nature of our soles, shoes should be tried on a clean dry protected surface (e.g. a carpeted surface) and away from any moisture. Shoes that are returned without a box, in a damaged box, with marked soles or missing components such as the dust bag(s) may not be accepted, and will be sent back to the delivery address used in the original order.
Any items that have been altered or repaired by an external repair service will not be accepted for a refund or exchange.
La Onda Australia is unable to accept any returns for fragrance orders due to transportation restrictions.
We are unable to ship fragrances by air as these are flammable and must be delivered via ground delivery.
All exchanges are subject to stock availability and adherence to our returns policy. Once the original item is received, it will be processed in adherence with our Returns Policy, the exchange order will be shipped and you will receive confirmation of the same.
As we are unable to exchange any item for an alternative colour or style, we suggest that you return your purchase for a refund and place a new order for the preferred item. Please also note that we are unable to process exchanges that are not booked online or after the collection has been arranged.
- Wherever possible, to ensure your return is processed quickly, please send all the items you wish to return from the same order in one parcel.
- Items should be returned new, unused and with all tags still attached. In addition, shoes should be returned in their original, undamaged shoe box as this is considered part of the product.