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DELIVERY & RETURNS POLICY


Delivery Policy

Our products are printed in and shipped from California, North Carolina, USA &/or Latvia in Europe. 

Manufacture location and shipping varies depending on your location and your chosen shipping method.

Estimated shipping delivery times:

USA: 3-5 business days via UPS (1-3 days via FedEx)

Canada: 5-10 business days without tracking (1-5 days via FedEx)

Australia & New Zealand: 10-20 business days without tracking (1-5 days via FedEx)

International from USA: 10-20 business days without tracking (1-5 days via FedEx)

International from Europe to Europe: 5-10 business days without tracking (1-5 days via FedEx)

International from Europe to worldwide: 10-20 business days without tracking (1-5 days via FedEx)

Your order will be sent out on average within 3 business days of ordering (Up to 7 business days).


International shipping:

Every country is different please note that international shipments may incur customs fees. We recommend you familiarize yourself with your countries customs policy before ordering as we do not take responsibility for customs fees. If there is a fee it is usually based on a variety of factors like weight, value, and size.


What happens if my order never arrived?

If your order didn't arrive, be sure to let us know! First, we recommend you open the tracking number that came with your confirmation e-mail. This should advise you as to where your parcel is. If you contact your local post service they should be able to find your parcel for you. If they cannot help you please contact us with your order number. 

Please double-check your shipping confirmation and make sure that you entered the correct address. If the address was incorrect, though we'd be happy to send you another order to the correct address, it will have to be at your cost.

If the shipping address was correct, please get in Contact Us and include your order number. We will do our best to sort this out for you ASAP. Unfortunately, these things happen sometimes.

Note: If your order gets labeled as 'unclaimed' because you do not pick it up from your local post office or other advised location it will be sent back to our factory. We will check the correct address with you and you will have to pay for reshipment costs.

Returns policy

 

Damaged items:

We never want to leave you with damaged or faulty items! This is not common, but, if your item/s arrive damaged, then please take photos of the damage along with your packing slip and get in touch with us within a week of your items arrival so we can get this sorted for you ASAP.

Our products go through a quality control procedure in the factory but if your item proves faulty after arrival please get in contact with us ASAP along with photos and your order number and we will sort something out for you.

Please note that colors, patterns may vary slighting and may not always line up compared to what you see on your screen. This is the wonderful individual nature of hand-sew products! We do not consider these items to be faulty or damaged if it has any of these minor variations.

However, please do contact us immediately, with photos, if you feel the website product photo was misleading compared to the product that turned up on your doorstep! Sometimes mistakes happen and we want you to be happy with your purchase we will definitely sort this out for you.

If your item is damaged or faulty on arrival we will cover return charges, we will advise you as to how to get this back to us.

Wrong size:

Unfortunately, we don't offer exchanges so we recommend you check the sizing charts before you order to make sure you are getting the right fit for you. Know that all countries and brand sizing differ a little so it is important to check the sizing charts to find the right size for you.

If you're unhappy with the size you've received, first check that the size stated on the garment matches the size stated on the sizing chart. Though rare, we're all human, so it is possible that the garment was mislabelled. Contact us know ASAP and we'll get it sorted out for you.

Exchanges:

We know you will love your item but, if you don't or you ordered the wrong size (and it's not a mistake, see above) then we're really sorry to hear that. We want you to be confident buying from us so we give you 60 days from placing your order to return your item for a full refund or store credit (minus original delivery charges) provided you return it to us unused and in the same condition as it was sent to you with all the tags/labels/packaging (if appropriate) attached. Please contact us to get the correct return address before you send it back, do not send it back directly to the return address on your packing slip. Easy!

Unfortunately, as we don't do exchanges we can organize either a store credit or refund for you which will be credited when we receive your item back in the original sent condition.

Unless your item is damaged or faulty all postage costs must be covered by the customer. Currently, items will need to be shipped back to our designer in New Zealand. 

Return Shipping:

Please don't return your item to the manufacturer. If your item is faulty or damaged and you need to return it please Contact Us and we will provide you with the return shipping address.

As we are currently international jet-setters here at LQ Planet, while this does mean we can provide you with designs inspired from all over the planet, it does mean that our return address often changes as item need to be returned to us, not our manufacturer. 

Currently, items will need to be shipped to our designer in New Zealand. We apologize for any inconvenience this may cause which is why we recommend choosing items carefully and checking Sizing Charts before you place your order.

Unless your item is faulty or damaged, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your replacement product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refunds:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds: 

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please Contact Us.

 

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