We ship worldwide from our Australian facilities. You can expect your order to be dispatched the next business day, if all items are in stock. Some customised products, such as jackets with embroidery and/or lining, may take up to 4-5 weeks to be ready, whilst other personalised ones, including engraved gavels and personalised robe bags, may take 3-7 business days to be ready. We will ship your order altogether once complete.
After your order has been dispatched, you will be provided tracking details to follow its movements.
The below delivery timeframes quoted are estimates only, and may be affected by exceptional circumstances, delays in transport or with Customs, and during busy periods, such as holiday season.
Domestic Orders
All orders within Australia will be shipped Standard, using Australia Post Regular parcels, and charged $15. We estimate deliveries to capital cities to happen in 3-5 business days after dispatch, outside capital cities 5-7 business days, and to regional areas up to 10 business days.
Orders over $200 are eligible for free Standard delivery.
You may elect to have your order dispatched via Express Australia Post, for a $25 flat fee, which will usually be delivered within 1-2 business days for capital cities, or within 3-5 working days for other areas.
New Zealand Orders
For our New Zealand customers, we offer Standard delivery via Australia Post for $25. We estimate your order to be delivered within 5-8 business days.
You may elect your order to be shipped Express, via Australia Post, the cost of which will be $45, and should arrive within 2-4 working days.
Note that your items may be subject to Customs Duties, Import Fees and Goods Taxes, which you will be responsible for.
Overseas Orders
All international orders will be shipped using DHL Express, for a $100 flat fee.
The estimated timeframe for delivery varies for each country. From the day your order is dispatched, you generally may expect delivery to the UK, Singapore and Hong King, within 3-5 business days, to Pacific Islands, and the rest of Europe and Asia within 4-7 business days, to American and African countries within 5-8 business days. Please, contact us via email for a more accurate quote – info@ludlows.com.au.
International orders are subject to Customs Duties, Import Taxes and VAT, that the recipient will be responsible for; Ludlows does not accept any responsibility for those and will not refund them.
RETURN & EXCHANGE POLICY
We hope that you are pleased with your order. However, if you are not satisfied, please follow the processes listed below.
Returns/Exchanges
If you upload images to the website, you should avoid uploading images with embedded location data (EXIF GPS) included. Visitors to the website can download and extract any location data from images on the website.
- Returned within 30 days of reception or store collection
- Not personalised nor customised
- Unused, not worn nor damaged, in its original condition, with tags attached
Please retain proof of postage as the goods remain your responsibility until received by Ludlows.
Ludlows will incur the cost of sending your new item(s).
No refund will be offered for change of mind; however, a credit note may be issued in the event an exchange is not suitable at the time of the return.
Except in the event of a faulty item, refunds are exclusive of shipping and handling. Once refunds are approved, they will be issued within 2 weeks via the same method of payment used for the initial purchase.
Return Process
1. Contact us via email or telephone within 7 days upon receiving your order. Please include an explanation stating the reason for your return.
2. Once we have approved your request, we will provide you with a return address. Please send the item(s) through your local post office within 3-5 business days from receiving the return form.
3. Save your proof of posting/dispatch and tracking information until your refund/exchange has been processed. Ludlows accepts no liability for return items during transit.
4. Our expert team will inspect all returned goods. For faulty item claims, a repair or exchange will be provided where available. Alternatively, a refund will be processed upon confirmation of the fault. The funds will then be credited back to the original bank card or online payment account.
5. Ludlows will contact you to confirm the exchange, credit note or refund where applicable.
Please note: we reserve the right not to process a refund if the items are returned in an unsuitable condition.
International Returns/ Exchanges
Please follow the same process above, however for all international exchanges, shipping for new items will be at the expense of the customer.
Gift Vouchers
Gift Vouchers are available for 3 years from the date of issue.
No refunds are given on gift vouchers. However, you may transfer the gift voucher to another person if notified in writing to info@ludlows.com.au within 30 days. This is available for gift vouchers that have not been fully or partially redeemed.
Faulty items
In the instance that the item is faulty, Ludlows will offer repair or exchange where available. Alternatively, a refund will be processed upon confirmation of the fault. In the later event, the funds will be credited back to the original bank card or online payment account.
The fault must be discovered and addressed with Ludlows within 12 months of the purchase of the item.
Exemptions
No exchange or refunds are given on personalised, custom-made items.
Custom jackets, personalised wig tins and personalised robe bags are made specifically for you. This means no one else will be able to wear or use the item once it’s made. Due to this, Ludlows cannot accept any returns on these items. Please be sure to check all measurements and personalisation carefully. Ludlows understands that sometimes alterations are required once you’ve received the jacket and will be more than happy to assist you with alterations up to 30 days after receiving your item. All shipping involved in the alteration of custom-made items will be at the expense of the customer.
Please consider that all wearable garments will, over time, differ from their original condition/appearance. This is particularly true if products are left in bright sunlight and/or are not properly stored. Ludlows cannot accept any responsibility for normal wear and tear, deterioration of garments due to poor care or neglect in the cleaning of garments.
If you have any further questions about the above policy, please feel welcome to contact us via info@ludlows.com.au.
