Shipping policy

Shipping Policy

At LEE & LOU, we aim to make your shopping experience as seamless as possible. Below are the details of our shipping process:

Shipping Rates:

  • Flat Rate Shipping: We offer a flat rate of $12.95 AUD for all orders under $150 AUD.

  • *Free Standard Shipping: Enjoy free standard shipping on all orders over $150AUD. (*excludes NZ & wholesale accounts)

  • *Express Shipping: $22.95AUD (*excludes NZ & wholesale accounts) *Please note; this option only applies to our shipping carriers service, it does not fast track or give priority to fulfilling your order. (usual dispatch time frame applies) 

  • *Priority Shipping: $34.95AUD (*excludes NZ & wholesale accounts) This option allows you to jump the queue. Your order will be dispatched first and with  express shipping.
  • Free Local Pickup: Collect your order directly from us in Mountain Creek, QLD.

Dispatch Time:

  • All orders are sent from our HQ on the Sunshine Coast, Queensland.

  • We offer "SAME DAY DISPATCH" on all orders placed before 9am AEST weekdays (excluding Pre-Orders)

Shipping Timeframes:

  • Standard Shipping: Generally takes 1-7 business days, depending on your location. We are based on the Sunshine Coast QLD.

  • Express Shipping: Generally takes 1-4 business days, depending on your location. To receive your order faster (once it has been dispatched from us), we recommend selecting the "Express Shipping" option at checkout.

  • *Please note; this option only applies to our shipping carriers service, it does not fast track or give priority to fulfilling your order.

  • If your order doesn't arrive within 14 days of dispatch, please contact us at sales@leeandlou.com.au. While we strive to ensure timely delivery, we do not accept liability for delayed parcels.

Shipping Notifications:

  • Once your order has been dispatched from our warehouse, you will receive a shipping notification. This notification will include a tracking link, allowing you to monitor the progress of your order in real-time.

Peak Sale Periods:

  • During peak periods we do receive a high volume of orders, in this case your order may take up to 5 business days to dispatch. We kindly ask for your patience during these events as we do our best to ship your orders to you as quickly as possible.

  • For urgent orders, please contact sales@leeandlou.com.au

Free Local Pickup:

  • Local to the Sunshine Coast? Skip the shipping fees with free local pickup directly from us in Mooloolaba on the Sunshine Coast, QLD.

  • After placing your order and selecting "local pickup" at checkout, we will send you an email when your order is ready along with pickup instructions. 

Shipping Protection:

  • We highly recommend that you add SHIPPING PROTECTION to your order for only $3.95 extra. This will cover you for loss, theft or damage to your goods within 30 days. In the unlikely event that your parcel is lost, stolen or damaged we will issue a replacement if shipping protection has been approved. 

  • Please note; In the event that you do not add shipping protection to your order, we are no longer liable for your parcel. 

Cancellation of orders:

  • Order cancellations are not accepted.

 Incorrect delivery address:

  • As soon as your purchase is complete we begin the handling and packing process so we can get your items to you in a timely manner. If you have provided an incorrect or incomplete delivery address please send our team an email ASAP to sales@leeandlou.com.au and we will do our best to assist where your order has not already been dispatched.

Damaged Items:

  • Every care is taken when packing your order for delivery. If for some reason your delivery contains damaged item/s, we will offer you either store credit or a replacement (at our discretion) provided you send us photos of the damaged goods and the packaging within 48 hours of you receiving them.                       

  • PLEASE NOTE: All claims MUST be made within 48 hours of receiving your order; Claims sent to us after this time may not be honored.

  • Claims for “damages during transit” will only be processed if “Shipping Protection” was purchased at checkout. Please note; In the event that you did not add shipping protection to your order, we are no longer liable for your parcel.

  • Please email all claims to: sales@leeandlou.com.au with all necessary information and images outlining the issue; A member from our customer service team will be in touch.

  • Depending on the availability of the product/s which are damaged, we will either send out a replacement, or give store credit (the final decision is made at our discretion) 

 What is the best way to contact customer service?:

  • Email our customer service team at: sales@leeandlou.com.au or fill in our "Contact us” form 

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