FAQs 092022

FAQs

 ORDER

Once your order has been shipped please allow up to 24 hours for the shipping confirmation email.

You can track your parcel via the link and follow it’s delivery. We ship all Australian orders via Australia Post, you can also use the link here to track your parcel

We ship our International orders via DHL or UMS, to track your parcel please use the link here for DHL or here for UMS.

Please contact Customer Care right away, if your order hasn’t been shipped we can change your address however, if it’s too late you will need to get in touch with your shipping services to redirect your parcel.

If your order has not been dispatched our Customer Care team can cancel your order and issue you a store credit.

Please contact our Customer Care team to proceed, if your order has already been dispatched, unfortunately we are unable to make any changes.

You can head to our returns page here for instructions if you do wish to return.

Please email our Customer Care team immediately for assistance. If your order has already been dispatched, unfortunately we are unable to make any changes. If you have ordered a pre-order item, we are unable to make changes to your order.

Once an order has been made we cannot add/amend discount code. You can always save it for your next purchase. Our welcome code never expires.

All prices are charged in AUD Dollars. The bank that has issued your card determines the exact exchange rate that you will be charged.

 PAYMENT, PROMOS & GIFT CARDS

Yes we have AfterPay, Zippay and Klarna available, as well as PayPal.

Yes, only final sale items will not be accepted for return.

Gift card & credit notes are non-refundable. We can return funds back onto the giftcard only.

Gift card & credit notes are non-refundable. We can return funds back onto the giftcard only.

Giftcards & credit notes do not expire.

Yes, please log in with your LIONESS account. Please then select the 'Store Credit' button on the account page and you'll be able to check your store credit balance.

 PRODUCT & PRE-ORDERS

"The best way to ensure your favourite style is restocked is to sign up for our restock notifications!

We outline any pre order arrival dates once size is selected."

Sign up to CLUBLION for your exclusive first access to our latest collections.

We outline any pre order arrival dates once size is selected on the product listing.

"Unfortunatly our system does not allow this - we can cancel your order & issue you a credit note.

Please contact our customer care team for assistance."

Pre orders are dispatch 1-2 days after arrival to our warehouse and are fufilled in order of date of purchase.

 DELIVERY

Shipping cost differs depending on location, please refer to our shipping information page for further details.

Import Duties & Taxes may be payable for import into your country. Duties and taxes levied against your order will differ according to your country’s own customs and tax laws.

Usual dispatch time is 2-3 business days. Although delays may be encountered during sale periods.

If you have a pre order style, we will fufill your order 1-2 days once it has arrived at our warehouse.

Yes we ship worldwide excluding Russia & Ukraine due to current restrictions.

If you have a pre order style, we will fufill your order 1-2 days once it has arrived at our warehouse. Dispatched in order of date of purchase.

We provide split shipments for orders with in-stock & pre-order styles, please see further details of this on our shipping page.

As soon as your order is fufilled by our online team.

Tracking will show once scanned & sorted by the postal service, if you don't have tracking after 24 hours please contact our customer care, or your postal service.

 RETURNS & REFUNDS

Please visit our Returns page

Yes, we provide refunds. If you are using our return labels a small label fee will be deducted from your refund once processed.

Yes, we offer both store credits and exchanges. Lioness offers an incentive to customers who request a store credit on return, all customers will receive an 110% store credit.

Please note: Store credits are applied to the account registered with the same email used to place your order. Unfortunately these cannot be transferred to another account.

Once a store credit has been processed this is unable to be reversed for a refund of alternative return method.

All customers who request a store credit on return will receive an 110% store credit. Equalling the amount paid for the return order + 10% ready to apply to your next order.

Please contact our customer care team straight away, please provide images - this will speed up the return process.

All sale items are final sale, returns on sale items will not be accepted.

We offer free exchanges & refunds for all Australian, NZ & US customers. International customers are required to pay for their return shipping.

You can check the return tracking on your label to see if your item has been delivered. Once delivered please allow 10 business days for returns processing.

Please allow 10 business days for returns processing once your return orders arrival back to our warehouse.

Please allow 10 business days for returns processing once your return orders arrival back to our warehouse.

Please use our return portal on our website. Please note exhanges are not gauranteed and is dependent on stock at the time of return.

 ACCOUNT & TECHNICAL

Sometimes, errors while placing an order are due to an easy-to-fix issue with these troubleshooting solutions.

Browser choice: While we're still fine-tuning things for other browsers, our website functions the best on Google Chrome.

Credit cards: Please ensure you enter your credit card number without any dashes or spaces.

Shipping details: If you are unable to submit an order and the 'Place Your Order' button is grey out, there may be an issue with the saved shipping details in the checkout. Once your name, address and phone number are updated correctly, there will be a tick next to each field and the 'Place Your Order' button should turn black.

Deleting cookies: Cookies are files stored on your computer that contain information about your internet browsing. Sometimes old cookies can cause errors when making payments online. Here are some links on how to delete cookies based on the browser you are using.

If you continue to have issues after following the troubleshooting steps, please contact our Customer Service team by submitting a request below so they can investigate the issue further.

Sometimes this can be resolved with some quick troubleshooting steps. Please check the following reasons:

Check if all of your information in the checkout is complete (address, delivery option, phone number)

Try to log out and into your account.

Clear cookies and cache and try again. Also, we recommend using Google Chrome.

We also suggest using other devices or using a secondary payment method.

Due to high traffic and sales, it is likely that the item you were after was purchased by another customer while you were adding the item to your bag. During peak periods, it can take a few minutes for the stock levels to update on the website.

This also can be resolved with some quick troubleshooting steps. Please complete the below troubleshooting steps:

Refresh your App/browser.

Clear cache and try again.

Add the item to your wishlist then add it back to your bag.

If these steps do not help then it is likely that the item you’re after was purchased by another customer – we’re so sorry for the disappointment caused by this. Be sure to add it to your wishlist so we can notify you if it comes back in stock!

Normally this can be resolved with some quick troubleshooting steps. Please check if it may be due to one of the following reasons:

Does your order meet the voucher Terms & Conditions? All Promotion T&Cs can be found here.

Does your voucher have a minimum spend?

Has your voucher expired?

Does your voucher apply to sale items?

Has your voucher code been entered incorrectly? Keep in mind that voucher codes are case-sensitive.

If, after checking the above reasons and Terms & Conditions, you are still having difficulty applying your voucher code, please let us know which items you are trying to purchase and we will investigate.

You must sign into your account before you can shop with us or if you want to see or track your orders. If you receive a message that says your email address/password isn't recognised, there are a few things worth checking:

Make sure you are using the same email address and password you registered with.

If you can't remember your password, click on the 'forgotten password' link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.

If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes.

If your issue isn't password-related, here are a few things you may want to check:

Make sure that the 'Block all cookies' function is disabled in your browser's settings

Check that Javascript is enabled in your browser's settings.

Make sure that you don't have any content blockers installed.

Make sure that your device clock is accurate. For security reasons, if your device clock is fast, you won't be able to access your account. You can resolve this problem easily by setting the time on your device to default.

If, after this, you still can't sign in, contact our Customer Care Team and give them as much detail as you can about the issue, including screen shots of any error message you receive and what you've done so far to try to resolve the issue at hand.

You can add, remove and update your address details by logging into My Account and clicking on Address Book.

Once selected, take the following steps:

1. Add address

- Click add new address and fill out the fields. If the address finder doesn't locate your address, you can click enter address manually.

- If your address is too long to fit on to one line, you can use the second line to fill in your full address details.

2. Remove address

- If there are any addresses you no longer use, we recommend removing these from your address book. You can do this by clicking on the remove icon next to the address you'd like to delete.

3. Update address

- Select the edit icon in the top right hand corner of the address you're looking to update. Once selected, you'll be able to update your delivery information, contact number and set an address as your default.

Dont forget... Whenever you update or add an address, always remember to click Save address so that the new details are ready for you next time you shop.

I'm having trouble accessing your website. What should I do?

Reached this page while trying to access your account?

You’ll need to check that your device clock is accurate. For security reasons, you won’t be able to access your My Account pages if your device clock is fast.

If you're still having trouble with the website, we suggest that you try the following:

1. Delete your cookies You may need to delete your cookies. A cookie is a small file we store on your computer to let us know who you are next time you visit us (for more information about cookies, click here).

Please note that if you have added items to your bag or in your 'Saved items' section while not logged in, you'll need to make a note of the product name/code as deleting your cookies could clear this history.

On most internet browsers you can delete your cookies using 'Tools' or 'History'.

2. Restart your browser Once you've cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems.

3. Update your operating system We also suggest that you use the latest version of your operating system provider e.g. Windows, Mac OSX etc.

4. Contact Us If you're still having problems, contact our Customer Care Team with the following information:

As much detail as you can about the issue Screenshots of any error messages you receive Which web browser you're using (e.g. Edge, Firefox, Chrome, Safari etc.) What you've done so far to try to resolve the issue"

Our desktop site should automatically load up on desktops and tablet devices when visiting our website. If you're seeing our desktop site on your mobile device, there's a few things we'd recommend checking:

1. Delete your cookies and cache

iOS - Safari
Press the Home button and go to Settings. You'll see Safari listed with some other apps. Simply select Safari and then select Clear History and Clear Cookies and Data.

Once you've done this, simply open up Safari again and go to our website. You should now see our mobile site instead of desktop.

You can also tap the Share button and then Request mobile site.

iOS - Chrome
If you're using Chrome on an iOS device, open up the Chrome app and press the Menu button in the top right hand corner (its three lines one under the other).

Select Settings and then Privacy on the next screen. You'll then see the options to clear your cache and cookies.

Once you've done this, simply close and reopen Chrome again and go to our website. You should now see our mobile site instead of desktop.

Alternatively, you can tap the 'settings' button (the 3 dots at the bottom right hand side) and then tap Request mobile site.

Android - Chrome
If you're using an Android device, then with your browser open, press the Menu button. Select Clear Browsing Data and then Privacy on the next screen.

You'll see a pop up where you can select the data you want to clear. Tick the relevant boxes and press the Clear button.

Alternatively, tap the Settings button (the 3 dots at the top right hand side) and confirm that the desktop site box is unticked.

If your operating system or browser is not listed please check out your browser's support documents which you can most likely find online.

2. Update your operating system
We also suggest that you use the latest version of your operating system provider e.g. Windows, OSX etc.

3. Contact Us
If you're still having problems, contact our Customer Care Team with: - As much detail as you can about the issue - Screen shots of any error messages you get.

If you no longer wish to subscribe to our emails or texts, you can unsubscribe simply by:

Clicking on the unsubscribe link in one of our emails OR

Logging into your account and clicking Contact preferences from the list. This will open up your preferences. You'll then need to untick the communication boxes and click Confirm preferences. Please note, once you unsubscribe, it can take up to 7 days for the change to take effect.

If you change your mind later and want to subscribe again, simply follow the above steps.