Home CUSTOMER SERVICE INFORMATION

CUSTOMER SERVICE INFORMATION

                                                                                           

  Thank-you for visiting us at L'uccello today. We hope you find as much beauty, inspiration and joy in the items here as we do. Welcome!
L'uccello online operates and despatches from our store located at 205/37 Swanston St. Melbourne, Victoria, Australia 3000. All prices listed are in Australian Dollars AUD, our ABN is 72 235 849 533.

OLD-FASHIONED SERVICE
We're a bit old-fashioned about certain things, and good service is one of them. So, if you have any questions or are not completely satisfied with your online experience, please contact us immediately. We'd love to hear from you and will respond to your message as soon as possible.

Following is some information about shopping online with us...

PRIVACY AND SECURITY
We value our customers' privacy and treat your personal information confidentially. We do not share your information with any other organisation or business, and it is only retained for shipping and payment purposes. All transactions on our website are conducted via Securepay, a secure online payment gateway owned by Australia Post.

MAILING LIST
Your email address will only be added to our mailing list if requested.


SHIPPING AND DELIVERY
Upon receipt of your payment, your order will be sent either the same day or next working day.

To avoid loss of items or unnecessary delays, please ensure the delivery address you've given us is correct. Once parcels have been shipped, they cannot be re-directed. Undeliverable parcels will be returned to us. Re-shipping a parcel automatically attracts a 15.00 fee for postage and handling.

SHIPPING WITHIN AUSTRALIA
Within Australia, we usually ship with Australia Post. Large parcels may occasionally be sent with a courier service.

Regular post $10.00

Express Post $15.00

Please note not all areas in Australia are covered by express post, please check the Australia Post website to check whether your postcode is covered

Australia Posts does not guarantee delivery times for regular post, they do however provide the following guide to expected delivery times:

Local Metro area 2 days

Country Victoria 3-4 days

Interstate 5-10 days

For important deliveries such as birthdays please allow plenty of time for your order to arrive or consider the express post option.


INTERNATIONAL SHIPPING International shipping is $25.00 AUD, delivery time will vary depending on destination and local postal service, as a general guide orders should arrive in 10 -21 days. Please note that during peak periods delivery times can vary considerably with International shipping especially in the lead up to Christmas.
Free shipping for orders over $200.00 applies to Australian & New Zealand orders only.

PRODUCT AVAILABILITY
Every effort is made to ensure that all items listed online are available for sale. On rare occasions, a product may become unavailable before we are able to adjust the online listing. If this occurs, we'll contact you promptly to offer an alternative or refund.

Where an item is listed as currently unavailable, we cannot guarantee its future availability or delivery time.

For enquiries about other items not listed online, please email us or contact our Melbourne store. 

RETURNS  We happily accept returns on the basis of damage in transit, faulty goods, change of mind or inaccuracy.

We take special care to ensure your order is correctly, quickly and safely dispatched to you in good condition, but sometimes errors can occur. When it arrives, please check your order carefully.

All returns need to be shipped back to us within 7 days of receipt. We reserve the right to replace, exchange, repair, offer credit or refund as appropriate. Returns shipped after 7 days cannot be accepted.

CHANGE OF MIND  If the product doesn't meet your expectation for some reason, or you've simply changed your mind, we are happy for it to be returned to us. Please return the item via registered post within 7 days, unused and with its original packaging intact, along with a copy of the invoice and we will issue you a credit note.
Please note this offer does not apply to fabric, trims, ribbons etc that have been cut from the roll or bolt for you.   DAMAGED GOODS.  If your goods are damaged in transit, please contact us within 7 days, we will send you a  pre paid parcel satchel for their return to us. Upon receipt of the damaged goods we will send a replacement or if a replacement is not available we will issue you a credit note. If the mailing bag/box has sustained damage during shipping please include this with your returned item for our assessment.   FAULTY GOODS We undertake quality control checks on all items in our store.

Slight variations in colour (especially of dyed goods and textiles), minor imperfections in vintage items, and idiosyncrasies in hand-crafted items are inherent characteristics in many items and are part of their unique charm.

If however, you receive goods that are genuinely unfit for their intended purpose, or where a manufacturing fault occurs within six months of normal use, they may be considered faulty.

If a simple repair is all that's needed, we'll organise the repair and return of the item to you as swiftly as possible. Alternately, we can offer an exchange, replacement or refund as appropriate.

INACCURATE DELIVERIES  Didn't receive what you ordered? Please contact us within 7 days and we will send you a pre paid satchel for you to return them to us. Upon the receipt of the incorrect items we will send the correct ones shipped free-of-charge.

REFUNDS
All refunds will be credited to the original purchaser's credit card. Please allow up to 10 working days for refunds to be completed .

GIFT VOUCHERS
Gift vouchers may be purchased from our online store, however they can only be redeemed at our store in Melbourne, they can not be redeemed online.

PAYMENT TYPES
We accept all major credit/debit cards including VISA, MASTERCARD, AMEX  & PAYPAL online. Our Melbourne store accepts the same cards, as well as cash payments.

TERMS OF SALE
All items remain the property of L'uccello until payment is received in full.
All prices are listed in Australian Dollars
PRODUCT PHOTOS While every reasonable effort is made to represent products as accurately as possible online, photography, digital representation and various technical factors may cause the online representations to appear slightly different to the actual product, especially in regards colour. Similarly, due to dyelot variations, especially in hand-dyed items, the actual product colours may differ slightly from their online photos.

PRODUCT NOTES
Please carefully observe any recommendations for care and use given by the products' manufacturers along with all such notes given in the product descriptions. Where products are used in sewing or craft projects, we recommend appropriate testing (for example wash-testing) to determine their suitability, especially if they are to be combined with other materials.

PRODUCT LIABILITY
L'uccello's product liability is limited to replacement or refund for the items purchased, not for any projects or products incorporating materials purchased from us. We cannot accept liability for any subsequent costs involved (including, but not limited to materials, labour or replacement) where our products have been used in such projects or products.

L'UCCELLO MELBOURNE STORE
Our Melbourne store stocks all the items available online, but also a vast collection of other specialised vintage and contemporary items, including
- Superb quilting, crafting, embroidery, millinery and textile supplies
- Books, paper goods and ephemera
- Artisanal jewellery and accessories
- Quality brands including Sajou, Liberty, Sophie Digard, Moda, Valdani and our own L'uccello label items

Store hours:

Monday - Friday 10am to 5:30pm

Saturday 10am to 4pm

Closed Sundays