Policies
Returns & refunds
If an item arrives faulty, damaged or wrong, we replace it or refund it. Your rights under the Australian Consumer Law always apply.
This page covers Laurent Voss orders. Paid here for another store’s order? See An order from another store.
Change of mind and sizes
We don’t offer change-of-mind returns or size exchanges.
This doesn’t affect your rights under the Australian Consumer Law. If an item is faulty, damaged or wrong, we replace it or refund it, as the next section explains.
Faulty, damaged or wrong items
If an item arrives faulty or damaged, or isn’t what you ordered, tell us within 30 days of delivery.
- Email support@laurentvoss.art within 30 days of delivery.
- Include your order details, and photos that show the problem.
- We replace the item, or refund it.
Cancelling before dispatch
If your order has not been dispatched, email us to cancel it, with your order details. You get a full refund.
How refunds are paid
- Paid to
- The card or wallet you paid with
- Usually appears in
- 5 to 10 business days
Refunds go back to the card or wallet you paid with. They usually appear in 5 to 10 business days.
Your rights under the Australian Consumer Law
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in our policies limits those rights.
An order from another store
Some online stores use Laurent Voss to take payment for orders placed with them. Their customers pay on the same Stripe checkout, and the charge shows as AUSPAYLV.
The sections above cover Laurent Voss orders only. If you paid here for an order from another store:
- Refunds of the payment are made here, by Laurent Voss, to the card or wallet you used.
- That store supplies the goods, and its own terms cover returns of them.
- Questions about the goods go to the store you ordered from.
Questions
Email support@laurentvoss.art. We answer Monday to Friday, and we reply within 2 business days.
If you are writing about an order, include your order details so we can find it.