Refund policy

We want you to feel confident when shopping with Biasi & Lane. This Returns & Refunds Policy explains our voluntary change-of-mind return process and your rights when an item is faulty, damaged, incorrect or not as described.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, including rights under the Australian Consumer Law and, for customers in New Zealand, the Consumer Guarantees Act 1993 and Fair Trading Act 1986.

1. Change-of-mind returns

You may request a return within 30 days after your order is delivered.

To qualify for a change-of-mind return, the item must:

  • be unworn, unwashed and unused, other than being tried on for fit;

  • be in its original condition, with all original tags attached;

  • be free from perfume, deodorant, make-up, tanning products, pet hair and other marks or odours;

  • include any original accessories or packaging supplied with it; and

  • be accompanied by valid proof of purchase.

Shoes must be tried on only on a clean, soft indoor surface and returned without sole wear, marks or damage.

We may decline a voluntary change-of-mind return if these conditions are not met. This does not affect your rights in relation to a faulty, damaged, incorrect or misdescribed item.

2. Items that cannot be returned for change of mind

For hygiene and safety reasons, we do not accept change-of-mind returns for:

  • underwear, bodysuits or intimate apparel where the hygiene seal or protective strip has been removed;

  • swimwear where the hygiene seal or protective strip has been removed;

  • earrings and pierced jewellery;

  • beauty or personal-care products that have been opened or used;

  • gift cards; or

  • items clearly marked “Final Sale” before purchase.

These exclusions do not apply where an item is faulty, unsafe, damaged, incorrect or not as described, or where the law otherwise requires a remedy.

3. Faulty, damaged, incorrect or misdescribed items

Please inspect your order after delivery and contact us as soon as reasonably possible if an item is faulty, damaged, incorrect or materially different from its description.

Email support@biasiandlane.com.au with:

  • your order number;

  • a description of the issue; and

  • clear photographs or video showing the item and the issue, where reasonably possible.

We may ask for further information or request that the item be returned so we can assess it. If the item is confirmed to have a problem, we will provide the remedy required by applicable law and reimburse reasonable return postage where required.

For a major problem under the Australian Consumer Law, Australian customers may choose a refund or replacement. For a minor problem, we may choose to repair the item, replace it or provide another remedy permitted by law. New Zealand customers are entitled to the remedies available under the Consumer Guarantees Act 1993. We will not require you to deal directly with the manufacturer or fulfilment partner.

4. How to request a return

Before sending anything back, email support@biasiandlane.com.au and include:

  • your full name;

  • your order number;

  • the item or items you wish to return; and

  • the reason for the return.

If the return is approved, we will provide return instructions and the correct return address. Do not return an item to the address shown on the parcel or to a carrier’s address unless we specifically instruct you to do so. Unauthorised returns may be delayed or may not reach the correct facility.

Our returns are processed through a designated returns facility. Depending on the item and fulfilment location, the return address may differ from the dispatch address and may be outside your country. We will disclose the applicable location and instructions before you send the return. Please do not post a return until you have reviewed and accepted those instructions.

5. Return postage

For an eligible change-of-mind return, return postage and any associated tracking or insurance costs are the customer’s responsibility. We strongly recommend using a tracked service and keeping the postage receipt until the return is completed. Biasi & Lane is not responsible for a change-of-mind return lost in transit before it reaches the designated returns facility.

If an item is confirmed to be faulty, damaged, incorrect or misdescribed, Biasi & Lane will cover or reimburse reasonable return costs where required by law. Please contact us before arranging postage so we can provide the appropriate method.

6. Refunds

After your return arrives, we will inspect it and email you with the outcome. If approved, the refund will be issued to the original payment method, normally within 5 business days after inspection. Your bank or payment provider may require additional time to display the funds in your account.

For change-of-mind returns:

  • any original shipping charge is not refundable, unless required by law;

  • optional express or priority shipping charges are not refundable; and

  • discounts will be recalculated if returning an item means the original order no longer satisfies the conditions of a promotion or bundle, to the extent permitted by law and disclosed in the promotion.

Refunds for faulty or misdescribed goods will include amounts required by applicable consumer law.

If more than 10 business days have passed since we confirmed that a refund was issued, please contact us at support@biasiandlane.com.au.

7. Exchanges

Because product availability changes quickly, we do not guarantee direct exchanges. The fastest option is usually to return the eligible item and place a new order for the preferred size, colour or style. If an item is faulty or incorrect, contact us before placing a replacement order so we can arrange the appropriate remedy.

8. Order changes and cancellations

Orders are transmitted to our fulfilment network soon after they are placed. If you need to change or cancel an order, email support@biasiandlane.com.au immediately. We will make reasonable efforts to help, but cannot guarantee a change or cancellation after processing has begun.

If an order cannot be changed or cancelled, you may request a return after delivery in accordance with this policy.

9. Refused, unclaimed and incorrectly addressed parcels

If a parcel is returned because it was refused, unclaimed or addressed incorrectly using information supplied at checkout, we will contact you after it reaches the relevant facility. Additional delivery costs may apply before reshipment. Where a refund is requested, reasonable shipping or carrier charges that we cannot recover may be deducted to the extent permitted by law.

This does not apply where the delivery failure was caused by us or our delivery provider.

10. Contact

For return or refund assistance, email support@biasiandlane.com.au. Please include your order number so we can assist you promptly.