Return & Refund Policy

Legal Notice

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This Return & Refund Policy is provided for general informational purposes only and does not replace or limit your rights under the Australian Consumer Law (ACL).

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Nothing in this policy is intended to exclude, restrict, or modify any consumer guarantees or statutory rights available to you under the Competition and Consumer Act 2010 (Cth) or any other applicable legislation.

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OH LORALEI reserves the right to amend or update this policy at any time without prior notice. Any changes will be reflected on this page with an updated effective date.

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If you are uncertain about your consumer rights or how this policy applies to your individual circumstances, we recommend seeking independent legal or consumer advice.

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Return & Refund Policy

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At OH LORALEI, every pair of sunglasses is designed with intention, craftsmanship, and timeless appeal. While we hope your purchase becomes an instant favourite, we understand that on rare occasions a return may be required.

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This policy outlines your rights and our obligations under the Australian Consumer Law (ACL), alongside our brand-specific returns guidelines.

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Return & Refund Eligibility

We accept returns on unworn, unused, and undamaged items within 14 days of delivery. To be eligible for a return, the following conditions must be met:

• Items must be returned in their original packaging, including case and protective materials

• Products must be in pristine, resalable condition

• Proof of purchase (order confirmation or receipt) is required

• Only full-priced items are eligible for return (sale items are final)

For hygiene, safety, and quality assurance reasons, we are unable to accept returns on items that have been worn, used, or altered.​

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How to Initiate a Return

To request a return, please contact our customer care team at loralei.official.au@gmail.com.

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Kindly include your order number, the item(s) you wish to return, and the reason for your request. Our team will respond within 2–3 business days with return instructions.

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Please do not send items back without prior authorization, as unauthorized returns may not be processed or refunded.

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Return Shipping

Return shipping costs are the responsibility of the customer unless the return is due to an error on our part (such as an incorrect or faulty item).

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We recommend using a trackable shipping service. OH LORALEI cannot be held responsible for items lost in transit.

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Refund Processing

Once your return has been received and carefully inspected, you will be notified via email. If approved, refunds will be issued to your original method of payment within 5–10 business days.

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Original shipping fees are non-refundable.

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Damaged or Incorrect Items

If your order arrives damaged or you receive an incorrect item, please contact us within 3 days of delivery.

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To assist with a prompt resolution, include clear photographs of the item and packaging when reaching out to our team.

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Exchanges

We do not offer direct exchanges at this time. Should you wish to exchange an item, please return the original (if eligible) and place a new order.

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Need Assistance?

Our customer care team is here to assist you. Please contact us at loralei.official.au@gmail.com, via our contact form, or through our live chat feature. Additional details can be found on our [Contact Us] page.