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FAQs

Can I change or cancel my order after I have placed?

Once order is placed through the checkout, this is final. Unfortunately, we cannot alter your order once it has been processed including and not limited to: removing and/or adding items to your order, combining orders or cancelling your order. Please ensure that all details are correct once you are at the checkout, before clicking proceed.This includes double checking your email address, postage address and any promotional codes.

What are your process and delivery times?

For orders placed before 11am AEST/AEDT, we will endeavour to process the same business day. Orders placed after 11am AEST/AEDT will be processed the following business day. During sale events and new collection launches, there may be slightly longer processing times. All of our orders are hand-picked and packed in Geelong,Victoria. Our location is classified as regional, so we cannot offer overnight delivery, however we do give our customers the option to select from express or standard shipping rates. Upon ordering, you will immediately receive an order confirmation email. Upon dispatch, you will receive another confirmation email from Australia Post regarding your tracking number. If you do not receive these email confirmations, please email our Customer Care at online@thelaboratory.com.au

Unfortunately, we do not ship overseas, so there are no international shippings costs included. Yes, we can ship to a PO Box.

How much will shipping cost?

We take pride in providing our customers with fast and reliable shipping options with Australia Post. The cost of shipping will be as followed: – Express Post (Australia) $ 12.95 delivery time 1-3 business days
- Standard Post (Australia) $9.95 delivery time business days

What if I receive my order and it is faulty?

We are sincerely apologetic if there is a concern with your order and will endeavour to restore the problem in a timely manner. Upon receiving the returned goods, they will undergo a quality review and once they have been cleared, you will receive a refund or credit note for the purchase price (excluding original shipping costs).
Please contact our friendly Customer Care for support at online@thelaboratory.com.au quoting your order number with your enquiry.

Do you offer returns?

The Laboratory accepts returns within 14 days of purchase date.You have the option to choose between an online store credit, or refund. Generally, refunds are processed the same way the payment is made. For a refund or exchange, your return must be in original condition, unworn and with the tags attached.
Please refer to our returns policy here.

Can online purchases be returned to a Laboratory store?

Unfortunately, no. Our stores are not able to process returns for our online orders. Any online order must be returned following our returns policy.

How do I package my return?

You have the option to place the item back in its original packaging or alternatively, you can send it in an Australian Post delivery box/satchel. For further information, please contact our friendly Customer Care for support and enquiries at online@thelaboratory.com.au.

Do I have to pay for shipping my return?

You will be responsible for shipping and handling charges to return any unwanted items. If the package does not reach us, we will not be able to complete the refund. Please keep in mind, we recommend sending via Australia Post with a trackable method for piece of mind.

What happens once you have received my return?

We will endeavour to process the refund or credit note within a 7 day timeframe.
If you have paid by Credit Card – funds can take 5-7 business days to reach your account,
If you paid via OpenPay – you will receive an email from OpenPay outlining your account amendments.

How does Openpay work?

OpenPay is available to Australian customer orders and is similar to a lay-by, but instead of waiting for your purchase, it gets sent off immediately! Payments are taken from your nominated credit or debit Visa / Mastercard. You can also make a payment early through the Openpay app.
For full terms and conditions please click here.