Terms and Conditions

1. Definitions

  • “We”, “Us”, “Our” refers to HOPE Lingerie Australia.

  • “You”, “Customer” refers to any person using our website or purchasing products from us.

  • “Website” refers to www.hopelingerie.com.au or any related online services we operate.

2. Purchasing Terms

By placing an order, you confirm that all information provided is accurate and complete.
Orders are subject to availability and acceptance. We reserve the right to refuse or cancel an order at any time, including for pricing errors, stock issues, or suspected fraudulent activity.

3. Pricing Policies

All prices are shown in Australian dollars (AUD). Prices may change at any time without notice. Promotions or discounts are subject to specific terms and may not be combined unless stated otherwise.

4. Delivery & Dispatch

We aim to dispatch orders as quickly as possible. Shipping times may vary depending on your location and carrier delays. Once an order has been dispatched, we are not responsible for delays caused by postal or courier services. Shipping fees are displayed at checkout.

5. Returns & Refunds

Eligibility and Timeframes

  • Full-priced items: You may request a refund or exchange within 30 days of purchase.

  • Final sale items: Items marked as “final sale” cannot be returned or exchanged unless faulty.

  • Non-returnable products: Due to hygiene reasons, we do not accept returns on opened underwear, hosiery, adhesive cups or tape, swimwear without intact hygiene seals, cosmetics, or intimate devices, except where faulty.

Condition of Items

  • Products must be in their original condition, meaning unworn, unwashed, and free of scents or marks.

  • All swing tags, labels, hygiene stickers, detachable accessories, and packaging must be intact.

  • Items showing signs of wear (e.g., makeup stains, deodorant marks, tanning residue) or missing components cannot be accepted for return.

  • For bundle purchases, all items in the bundle must be returned to receive a full refund; otherwise, the value of any free item will be deducted.

Returns Methods
Initiate a return via our contact us form and select 'product return' in the subject, pack the item securely, and use the provided return label. Customers are responsible for the return postage on change-of-mind returns; we cover the shipping cost for faulty items.

Refunds

  • Refunds will be issued to the original payment method within 10 business days after we receive and inspect the returned item.
  • Shipping charges from the original order are non-refundable unless the item is faulty.

  • Items purchased with store credit will be refunded in the form of a new store credit or gift card.

Faulty Products
If an item is defective or not as described, please contact us immediately. Faulty items are eligible for a full refund or replacement, including reimbursement of shipping costs.

How to Begin a Return
Visit our returns page on the HOPE Lingerie website and follow the step-by-step instructions. You will receive a return authorisation and shipping details. Alternatively, our customer care team can guide you through the process.

Contact Information
For questions regarding this policy or to initiate a return:

  • Email: [email protected]
  • Customer service hours: Monday–Friday, 9 AM–5 PM (Sydney time).

6. Product Descriptions

We make every effort to ensure product information, images, and colours are accurate. However, slight variations may occur due to screen settings, manufacturing changes, or photography. We do not guarantee that all details on the website will always be error-free.

7. Limitation of Liability

To the maximum extent permitted by law, we are not liable for any indirect, incidental, or consequential loss arising from your use of our website or products. Our total liability is limited to the amount paid by you for the product in question, unless required otherwise by Australian Consumer Law.

8. Governing Law

These Terms & Conditions are governed by the laws of New South Wales, Australia. Any disputes will be resolved in New South Wales courts or applicable tribunals.

9. Contact Information

For enquiries regarding these Terms & Conditions, please contact:
HOPE Lingerie Australia
Email: [email protected]