RETURN AND EXCHANGE POLICY

At La Casa by Importante, we want you to be completely satisfied with your purchase. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Please note: We do not offer refunds unless the product is faulty. Instead, we provide store credit for returns that meet our eligibility criteria.

To be eligible for a return, 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.

To start a return, contact us at orders@lacasabyimportante.com.au. Please note that returns need to be sent to the following address: 7/385-389 Pacific Highway, Crows Nest, NSW 2065. Items sent back without requesting a return first will not be accepted.

Once your return has been shipped, please email through the tracking number so we can monitor the parcel,  ensure it can be collected safely and process your return as quickly as possible once it arrives.

Please note that customers are responsible for ensuring return parcels are sent safely. We do not take responsibility for returns that are lost, delayed, or damaged in transit by the postal or courier service, so we strongly recommend using a tracked shipping service for all returns.

We are unable to take responsibility for parcels that do not arrive back to us, and we cannot issue exchanges, store credit, or refunds for items that are not successfully returned to our return address.

Please also note that the return process cannot begin until the item has been received by our team and confirmed to be in overall good condition.

Faulty Items

If the item you received is faulty, damaged, or you received the wrong item, please contact us immediately. We’ll send you a return shipping label and instructions on how to send your package back. Once we verify the fault, we will offer you the choice of a refund, replacement, or store credit, in accordance with your rights under Australian Consumer Law.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also cannot accept returns on sale items or gift cards.

Store Credits

For returns that meet our eligibility criteria (but are not faulty), we will issue a store credit once the return is processed and approved.

Exchanges

If you wish to exchange an item, the fastest way is to return the original item and make a separate purchase for the new item once your return is accepted.

How to Request a Return

Contact us at orders@lacasabyimportante.com.au within 14 days of receiving your order. Please provide your order number and reason for the return. Items sent back without requesting a return first will not be accepted.

EU Right of Withdrawal

If you are a consumer located in the European Union, you have the right to withdraw from an eligible online purchase within 14 days without giving any reason.

For goods, the withdrawal period expires 14 days from the day you, or a third party nominated by you, receive your order. If the final day falls on a weekend or public holiday, the period extends to the end of the next working day.

To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires. You can do this by email, through your customer account, or by using the withdrawal option available on our store where applicable.

You must return eligible goods within 14 days of informing us that you wish to withdraw from the purchase.

You may also request to cancel your order before it has been fulfilled. If your order includes an item made to your specifications or clearly personalised, cancellation may not be available once production has started.

EU Shipping

EU orders are shipped as one complete shipment. We do not split EU orders across multiple deliveries.

If your order includes special order or made-to-order pieces, your full order will be dispatched once all items are ready. Estimated delivery windows are shown on each product page and/or in your cart.

Special Order Items

Some items may be ordered especially for you if they are not currently in stock.

Unless the item is made to your specifications or clearly personalised, EU consumers may still have the right to withdraw from the purchase under the EU right of withdrawal.

Exceptions

The right of withdrawal does not apply to goods made to your specifications or clearly personalised.

Items that are made to your specifications or clearly personalised cannot be returned under the EU right of withdrawal unless they are faulty. This will be clearly stated on the product page before purchase.

Return Shipping

You are responsible for the cost of returning eligible goods unless we have stated otherwise, or unless the goods are faulty.

Returned items may be tried on only as they would be in a store. Items must not be worn, used, marked, damaged or altered. If an item has been handled or used beyond what is necessary to check its nature, characteristics and fit, we may deduct an amount from the refund to reflect any loss in value.

Refunds

Once you have exercised your right of withdrawal, we will reimburse eligible payments without undue delay and no later than 14 days after being notified of your withdrawal.

We may withhold reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back.

Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed.

Where applicable, we will also refund the standard original delivery cost. We do not refund any additional cost if you selected a more expensive delivery option.