Return & Exchange Policy
Return & Exchange Policy
Returns - Exchange
* 14 days of return or exchange*
During high volume sale periods there can be delays with order processing. Whilst our team is working hard to ensure your return is processed as soon as possible please allow an additional 5 - 7 business days for this. We appreciate your patience and understanding during this time.
Please email us for a return enquiry by: hello@delevu.com.au
It is absolutely important to us that you are completely satisfied with your purchase, which is why we offer a store credit only if the item/s are returned to us within 14 days from the date of receive, this resolution applies if;
- The item does not fit you,
- You are not satisfied with the quality,
- Or, you have simply changed your mind.
Please be advised this resolution is subject to change once it has passed quality control via the returns team at our warehouse provided that:
- The item is unworn and in original condition with all the tags still attached
- The item has absolutely no marks or stains (including makeup and spray tan)
- The item has hygiene stickers still in place (Bodysuits and Swimwear)
- The item is returned to us within 14 days from delivery date
- The item does not have any odour (including deodorant, perfume, body or washing powder)
- Earrings cannot be returned (for hygiene reasons)
- A receipt and proof of purchase is available
DE LEVU reserves the right to reject returns beyond the return period limit, or items which are not in the original condition in which they were received. If this is the case, the package will be simply returned back to the customer and any shipping costs involved will not be covered by DE LEVU
LATE RETURN:
- If your returning item(s) is received at our WAREHOUSE within 14 days from the date of the order being delivered to you (as shown in your original order’s tracking details) we will issue a full amount to your store credit which excludes the original shipping fee of your order since it had already been delivered to you first hand.
- If your returning item(s) is received at our WAREHOUSE within 15 - 21 days from the date of the order being delivered to you (as shown in your order’s tracking details), we will only issue a 75 % to a store credit based on your original item(s)’ value which excludes the original shipping fee of your order since it had already been delivered to you first hand.
- From 22 - 30 days from the date of the order being delivered to you DE LEVU only issue 50% to a store credit based on the original items's value which excludes the original shipping fee of your order since it had already been delivered to you first hand.
- Any returning item(s) received at our WAREHOUSE after this 30 days period will be rejected . It shall be returned to you and you are responsible for the cost of send-back shipping.
• We abide closely by the Australian Fair Trading, please see link below
• https://www.business.gov.au/info/run/fair-trading/warranties-and-refunds
We abide closely by the Australian Fair Trading, please see link below
https://www.business.gov.au/info/run/fair-trading/warranties-and-refunds
NEED TO RETURN YOUR ORDER?
DOMESTIC (AUS)
All return shipping is covered by a flat fee of $8.95 and is couriered via Australia Post. These costs are the responsibility of the customer except in cases where the item is confirmed to be faulty by our team.
Please use email us: hello@delevu.com.au for request a return for your order, return without notify DE LEVU's team by an email won't be accepted.
All returns must be made within 14 days of receive date, unless otherwise specified by one of our customer service team members.
Returns will take approximately 5 - 7 business days to process through once received to the returns team at the warehouse.
INTERNATIONAL
All return shipping costs are the responsibility of the customer except in cases where the item is confirmed to be faulty by our team.
If you are returning from outside Australia, please email our team by: hello@delevu.com.au with your return enquiry for instructions.
All returns must be made within 14 days from receive date by postage, unless otherwise specified by one of our customer service team members.
STORE CREDITS
A DE LEVU store credit will be emailed to you in the form of a gift card, which you can use to repurchase another item! Store Credits are valid for 12 months.
If there has been a discrepancy in your credit(s) please contact us at hello@delevu.com.au with your order number and a brief explanation for further assistance.
FINAL SALE STYLES
Final Sale styles are last chance styles and will not be restocked. All products are marked to clear and not eligible for a return unless confirmed faulty by our team.
Final Sale is can only exchange size ( if the size is not available for that style, can accept exchange to other style)
Any unauthorized Final Sale items which are posted back to DE LEVU will be refused upon delivery and returned to the sender.
BACK TO SENDER/ RETURN TO SENDER
Under certain circumstances, your order is undelivered and sent Back/Returned to Sender; due to the following reasons:
- Cannot contact recipient
- Incorrect recipient information
- Unpaid Import Duties & Customs
- Refused Delivery
Most of the time, we will try our best to work this out with you and provide you with the most appropriate support that complies with our Policy. Depending on each particular case, you might have to pay for a resend shipping fee and/or Import Duties & Customs. We will contact you once we are notified about the above issue and provide you with relevant instruction.
*Please be aware that all Back to Sender / Returned to Sender Items will be at DE LEVU's disposal after 30 days from the date of returning arrival*
FAULTY RETURNS
We treat every order with absolute care and pack them with precision and love to make sure they are in a good condition when delivered to you. However, in the unlikely case of an item being delivered as faulty, we will be happy to provide you with a replacement, store credit.
- ***The item is unworn and in original condition with all the tags still attached.
- Please provide us an evidence for the item is faulty such as: unboxing video
- You notify us within 14 days from delivery date via our email: hello@delevu.com.au including the order number, a brief description of the fault in your item(s) as well as pictures that show the item fault to be assessed by our customer service team before the item is returned.
At DE LEVU, we strive to reduce our impact on the environment and encourage product sustainability. Should you find a minor fault with an item a repair reimbursement is the first and preferred option.
Please note: Once your refund has been approved by our staff and a notification sent to you, it may take 5-7 business days for the funds to reflect in your account, we appreciate your patience during this period.
All refunds are processed back to their original payment method. If your refund has taken longer than the aforementioned days, please contact us at hello@delevu.com.au so we can investigate further for you.
***We understand that items can sometimes be worn prior to a fault being discovered. Should this be the case for you please declare this when emailing our team. Any items sent back without tags/hygiene stickers (and prior declaration) may be returned to the sender upon further inspection.
CANCELLATION & REFUND
Most of our products are designed and Made-to-Order and we always try our best to provide you with the most accurate service; comply with our terms, so all cancellation requests cannot be made once your order has been confirmed! However, we will assist you to cancel your order if:
- Your order is confirmed but one of the items is sold out. We offer a refund to the original Payment for service assurance OR you can request for a refund by way of Store Credits / Loyalty Points for your convenience of placing future orders.
- Your order is completed but you received an Incorrect Item / Faulty Item (kindly also refer to our return policy).
- Your order is cancelled by us due to unexpected reasons.
- Invalid Address
- Invalid Card Owner Identity
- Missed Delivery (excluding the original shipping fee)
- Back-to-sender / Returned-to-sender orders (excluding the original shipping fee)
*We only offer refunds by way of Store Credits / Loyalty Points in the above cases*
We will contact you as soon as the above issues arise, or do not hesitate to reach out to us at hello@delevu.com.au if you would need assistance in regard to the above issues.
In case you need to make changes to your order, please contact us at hello@delevu.com.au as soon as possible after the order is placed and we will try our best to assist you
- Remove duplicate items
- Increase an item’s quantity.
- Change your shipping address.
- Change your email address.
- Customize an item (extra fee might be applied)
- Change your size
- Upgrade shipping (If you already have a plan and need to expedite shipping)
*In case your order has been processed, your request for changes will not be applicable
LAST UPDATE: OCTOBER 2021
Returns - Exchange
* 14 days of return or exchange*
During high volume sale periods there can be delays with order processing. Whilst our team is working hard to ensure your return is processed as soon as possible please allow an additional 5 - 7 business days for this. We appreciate your patience and understanding during this time.
Please email us for a return enquiry by: hello@delevu.com.au
It is absolutely important to us that you are completely satisfied with your purchase, which is why we offer a store credit only if the item/s are returned to us within 14 days from the date of receive, this resolution applies if;
- The item does not fit you,
- You are not satisfied with the quality,
- Or, you have simply changed your mind.
Please be advised this resolution is subject to change once it has passed quality control via the returns team at our warehouse provided that:
- The item is unworn and in original condition with all the tags still attached
- The item has absolutely no marks or stains (including makeup and spray tan)
- The item has hygiene stickers still in place (Bodysuits and Swimwear)
- The item is returned to us within 14 days from delivery date
- The item does not have any odour (including deodorant, perfume, body or washing powder)
- Earrings cannot be returned (for hygiene reasons)
- A receipt and proof of purchase is available
DE LEVU reserves the right to reject returns beyond the return period limit, or items which are not in the original condition in which they were received. If this is the case, the package will be simply returned back to the customer and any shipping costs involved will not be covered by DE LEVU
LATE RETURN:
- If your returning item(s) is received at our WAREHOUSE within 14 days from the date of the order being delivered to you (as shown in your original order’s tracking details) we will issue a full amount to your store credit which excludes the original shipping fee of your order since it had already been delivered to you first hand.
- If your returning item(s) is received at our WAREHOUSE within 15 - 21 days from the date of the order being delivered to you (as shown in your order’s tracking details), we will only issue a 75 % to a store credit based on your original item(s)’ value which excludes the original shipping fee of your order since it had already been delivered to you first hand.
- From 22 - 30 days from the date of the order being delivered to you DE LEVU only issue 50% to a store credit based on the original items's value which excludes the original shipping fee of your order since it had already been delivered to you first hand.
- Any returning item(s) received at our WAREHOUSE after this 30 days period will be rejected . It shall be returned to you and you are responsible for the cost of send-back shipping.
• We abide closely by the Australian Fair Trading, please see link below
• https://www.business.gov.au/info/run/fair-trading/warranties-and-refunds
We abide closely by the Australian Fair Trading, please see link below
https://www.business.gov.au/info/run/fair-trading/warranties-and-refunds
NEED TO RETURN YOUR ORDER?
DOMESTIC (AUS)
All return shipping is covered by a flat fee of $8.95 and is couriered via Australia Post. These costs are the responsibility of the customer except in cases where the item is confirmed to be faulty by our team.
Please use email us: hello@delevu.com.au for request a return for your order, return without notify DE LEVU's team by an email won't be accepted.
All returns must be made within 14 days of receive date, unless otherwise specified by one of our customer service team members.
Returns will take approximately 5 - 7 business days to process through once received to the returns team at the warehouse.
INTERNATIONAL
All return shipping costs are the responsibility of the customer except in cases where the item is confirmed to be faulty by our team.
If you are returning from outside Australia, please email our team by: hello@delevu.com.au with your return enquiry for instructions.
All returns must be made within 14 days from receive date by postage, unless otherwise specified by one of our customer service team members.
STORE CREDITS
A DE LEVU store credit will be emailed to you in the form of a gift card, which you can use to repurchase another item! Store Credits are valid for 12 months.
If there has been a discrepancy in your credit(s) please contact us at hello@delevu.com.au with your order number and a brief explanation for further assistance.
FINAL SALE STYLES
Final Sale styles are last chance styles and will not be restocked. All products are marked to clear and not eligible for a return unless confirmed faulty by our team.
Final Sale is can only exchange size ( if the size is not available for that style, can accept exchange to other style)
Any unauthorized Final Sale items which are posted back to DE LEVU will be refused upon delivery and returned to the sender.
BACK TO SENDER/ RETURN TO SENDER
Under certain circumstances, your order is undelivered and sent Back/Returned to Sender; due to the following reasons:
- Cannot contact recipient
- Incorrect recipient information
- Unpaid Import Duties & Customs
- Refused Delivery
Most of the time, we will try our best to work this out with you and provide you with the most appropriate support that complies with our Policy. Depending on each particular case, you might have to pay for a resend shipping fee and/or Import Duties & Customs. We will contact you once we are notified about the above issue and provide you with relevant instruction.
*Please be aware that all Back to Sender / Returned to Sender Items will be at DE LEVU's disposal after 30 days from the date of returning arrival*
FAULTY RETURNS
We treat every order with absolute care and pack them with precision and love to make sure they are in a good condition when delivered to you. However, in the unlikely case of an item being delivered as faulty, we will be happy to provide you with a replacement, store credit.
- ***The item is unworn and in original condition with all the tags still attached.
- Please provide us an evidence for the item is faulty such as: unboxing video
- You notify us within 14 days from delivery date via our email: hello@delevu.com.au including the order number, a brief description of the fault in your item(s) as well as pictures that show the item fault to be assessed by our customer service team before the item is returned.
At DE LEVU, we strive to reduce our impact on the environment and encourage product sustainability. Should you find a minor fault with an item a repair reimbursement is the first and preferred option.
Please note: Once your refund has been approved by our staff and a notification sent to you, it may take 5-7 business days for the funds to reflect in your account, we appreciate your patience during this period.
All refunds are processed back to their original payment method. If your refund has taken longer than the aforementioned days, please contact us at hello@delevu.com.au so we can investigate further for you.
***We understand that items can sometimes be worn prior to a fault being discovered. Should this be the case for you please declare this when emailing our team. Any items sent back without tags/hygiene stickers (and prior declaration) may be returned to the sender upon further inspection.
CANCELLATION & REFUND
Most of our products are designed and Made-to-Order and we always try our best to provide you with the most accurate service; comply with our terms, so all cancellation requests cannot be made once your order has been confirmed! However, we will assist you to cancel your order if:
- Your order is confirmed but one of the items is sold out. We offer a refund to the original Payment for service assurance OR you can request for a refund by way of Store Credits / Loyalty Points for your convenience of placing future orders.
- Your order is completed but you received an Incorrect Item / Faulty Item (kindly also refer to our return policy).
- Your order is cancelled by us due to unexpected reasons.
- Invalid Address
- Invalid Card Owner Identity
- Missed Delivery (excluding the original shipping fee)
- Back-to-sender / Returned-to-sender orders (excluding the original shipping fee)
*We only offer refunds by way of Store Credits / Loyalty Points in the above cases*
We will contact you as soon as the above issues arise, or do not hesitate to reach out to us at hello@delevu.com.au if you would need assistance in regard to the above issues.
In case you need to make changes to your order, please contact us at hello@delevu.com.au as soon as possible after the order is placed and we will try our best to assist you
- Remove duplicate items
- Increase an item’s quantity.
- Change your shipping address.
- Change your email address.
- Customize an item (extra fee might be applied)
- Change your size
- Upgrade shipping (If you already have a plan and need to expedite shipping)
*In case your order has been processed, your request for changes will not be applicable
LAST UPDATE: OCTOBER 2021