Refund policy

We want you to be completely satisfied with your online purchase. 

We have a 7 days return policy, which means you have 7 days after receiving your item to request a return.

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. Sale items are non-refundable.

To start a return, you can contact us at online@lisapollock.com.au. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We encourage you to return your parcel via registered or traceable postal services as all returned parcels remain the responsibility of the purchaser until received by Lisa Pollock. Please note, return postage costs will be at your own expense. If the item(s) you wish to return is faulty or not as ordered please contact us before posting your return.

You can always contact us for any return question. Please email us here online@lisapollock.com.au

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item. This way we can evaluate the product and assist you in resolving the issue.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you receive what you desire is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please allow up to 10 business days for the refund to be processed*. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

*Please note:

1. During busy periods you may experience a delay in handling times.

2. Purchases made directly via our website can only be exchanged or refunded through our Lisa Pollock head office. If you require assistance with exchanging or refunding an item please contact us directly online@lisapollock.com.au