Refund policy

Clothing Returns Policy

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

INTERNATIONAL ORDERS: All orders shipped outside Australia are final sale. This means they are not eligible for returns, refunds, exchanges, or compensation, including but not limited to delays in transit, customs holds, or changes in import regulations.

Start your return or exchange here:

Acre Lou Returns Portal

Domestic orders:

• Store Credit – Free return shipping. Credit has no expiry.

• Exchanges – Free return shipping.

• Refunds – Available on eligible items. Customers are responsible for generating a return shipping label.

Return Eligibility

Your return must meet the following requirements:

• Items are unworn, unwashed, unaltered, and in original condition.

• All original tags attached and packaging intact.

• Free from marks, stains, makeup, pet hair, and odours.

• Full-priced item or purchased with a promotional/sign-up discount (sale items excluded).

• Return initiated through our Returns Portal within 14 days of delivery and shipped back within 21 days.

If items do not meet the above requirements, they will be returned to you at your expense.

How to Process a Return or Exchange

1. Visit our Returns Portal.

2. Enter your order details and select your return type: Refund, Exchange, or Store Credit.

3. Follow the on-screen instructions to print your return label (if applicable).

4. Send your item(s) back within 21 days of delivery.

 

Types of Returns 

• Store Credit – No expiry, usable on any item. Free return shipping .

• Exchanges – Exchange for any eligible item on the website and receive a free return shipping label. 

• Refunds – Return shipping costs are the expense of customers.

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 all sale items are final and cannot be returned, exchanged, or refunded. Sale items are only applicable for a refund if the product is deemed faulty and adheres to the faulty guidelines stipulated above.