Refund policy

Clothing Returns Policy

At Acre Lou, we understand that sometimes an item may not be quite right. We offer refunds and store credit on eligible full-priced domestic orders that meet our returns criteria.

If you're wanting a different size, colour or style, we recommend placing a new order through our website. Once we receive and approve your return, we'll refund your original item. To help cover the cost of returning your item, we'll provide a $10 discount code and free shipping for your new order once your return request has been submitted.

International Orders

All orders shipped outside Australia are final sale. International orders are not eligible for returns, refunds, store credit or item changes, including but not limited to delays in transit, customs holds or changes in import regulations.

Start Your Return

Acre Lou Returns Portal

Domestic Return Options

Refund

Available on eligible full priced items. Customers are responsible for arranging and paying for return shipping.

Store Credit

Available on eligible full price items. Acre Lou provides a complimentary return shipping label. Store credit does not expire.

Item Change (Size, Colour or Style)

Effective 29 July 2026, Acre Lou has updated its exchange process. Traditional exchanges are no longer offered. Instead, all size, colour and style changes are processed through our Refund & Repurchase process.

As many of our pieces are produced in limited quantities and can sell out quickly, this process allows you to secure your preferred item without waiting for your return to be received. Please note that stock is not reserved, and availability cannot be guaranteed until your new order has been placed.

HOW DOES IT WORK?

Submit an "Item Change" request via our Return Portal
We'll email you:
- - Your return instructions for your original order
  - A $10 off discount code our new order (to help cover your return postage)
  - A Free shipping discount code for your new order.
Place a new order for your preferred item using the discount codes provided.
Return your original item back to us.
Once your return shipment has been received and approved, we'll process a refund to your original payment method.

New orders are typically dispatched within 24 hours.
Orders placed before 29 July 2026 remain eligible for a traditional exchange under the Returns Policy that applied at the time of purchase.

Return Eligibility

Your return must meet the following conditions:

Items must be unworn, unwashed, unaltered and in their original condition.
All original tags must remain attached.
Original Acre Lou ziplock packaging must be included.
Items must be free from makeup, fake tan, stains, marks, pet hair, perfume, deodorant and odours.
The item must be full price or purchased using a promotional/sign-up discount (sale items excluded unless faulty).
Your return request must be submitted through the Acre Lou Returns Portal within 14 days of delivery.
Your parcel must be shipped within 21 days of delivery.

Returns that do not meet these requirements may be declined and returned to you at your expense.

Store Credit Terms

Store credits are issued based on the return option selected in the Returns Portal. Once a store credit has been issued to your account, it cannot be converted to a cash refund or original payment method, except where required under Australian Consumer Law. Store credits are linked to the email/account used at the time of return and are non-refundable once issued.

Refund Policy for Acre Lou

This Refund Policy ("Policy") applies to purchases of goods from Acre Lou.

1. General

(a) Acre Lou offers refunds, repairs, and replacements in line with the Australian Consumer Law and the terms outlined in this Policy.

(b) Benefits provided in this Policy are in addition to your rights under the Australian Consumer Law.
(c) Please read this Policy before purchasing to understand your rights and what to expect if you’re not satisfied with your order.
(d) We reserve the right to cancel any order deemed suspicious or indicative of fraudulent activity, including orders not intended for personal use (i.e. hire companies).

(e) Refunds will be issued using the same payment method used for the original purchase.
(f) Proof of purchase is required for refunds, repairs, replacements, exchanges and store credit returns. Without a proof of purchase the return request will be denied.

2. Australian Consumer Law

(a) Under the Australian Consumer Law:
(i) Our products come with guarantees that cannot be excluded. For major failures, you are entitled to:
(A) cancel your purchase; and
(B) receive a refund.
(b) We comply with the Australian Consumer Law by offering refunds, repairs, and replacements.
(c) If a product has a major failure, you may be entitled to a replacement or refund.

3. Cancellation and Change of Mind

(a) If you change your mind after receiving your order, Acre Lou may, at our discretion, offer a store credit or exchange if:
(i) you return the item within 21 days of receipt; and

4. Products Damaged During Delivery

(a) If your product is damaged during delivery:
(i) Contact us within 48 hours of receiving your parcel.
(ii) Return the item in the condition it was received, including all packaging.
(b) We will arrange for a repair or replacement, if contacted within 48 hours of receiving.

5. Exceptions

(a) Acre Lou may refuse a repair, replacement, or refund for a product if:
(i) it is not for personal use or has obviously been used for hire.
(ii) it has been misused;
(iii) the item has general wear and tear from wearing and washing the garment. This is not a fault of the product, but a result of the product being used and will not be eligible for repairs, refunds or replacements.
(iv) you requested specific alterations external to Acre Lou;

Faulty Items/ Faulty Returns

If you receive an item that is damaged or incorrect, please reach out to us at customercare@acrelou.com.au within 24 hours of receiving your order, and we’ll be happy to assist.

An investigation will be conducted for any reported faults before items are returned. Returns will not be accepted for items that are not deemed faulty. Please note that minor issues, such as loose threads that can be trimmed, are not considered faults.

General wear and tear

Items will not be eligible for faulty refunds, repairs or replacements if general wear and tear is present. Garments will only be deemed faulty if the fault in the garment is because of manufacturing or shipping errors. Any damage made to the garment whist worn or washed by the customer will be deemed as wear and tear and is at the discretion of Acre Lou whether to proceed with any further action. Any issues you may have with your item please email us at customercare@acrelou.com.au

Sale Items

Please note that only items marked as "Sale" or purchased from our Sale collection are considered Final Sale. These items cannot be returned for a refund, store credit or Item Change unless the item is deemed faulty in accordance with the Faulty Items Policy below.

Items purchased during sitewide promotions, launch promotions, welcome discounts, promotional discount codes or other temporary offers are not considered Final Sale unless the product is specifically marked as a Sale item.

This means that if you purchase a full-priced item using a promotional discount (for example, 20% off sitewide), your order will still be eligible for return in accordance with our standard Returns Policy.