Returns

Online Exchange & Returns

You may return your item for an exchange, refund or store credit within 30 days; postage charges to return the products are the responsibility of the customer.
For the festive season, all orders placed from 2–24 December are eligible for an extended 45-day return window.

We want you to be completely satisfied with your purchase. If for any reason you’re not, please review our returns policy below.

Return Eligibility
- Products must be in their original condition, unused, and with all tags and packaging intact.
- The item is not a sale item or gift card
-The purchase is made directly through our online website

To initiate a return, please email us at esales@louenhide.com.au with your order number and return request, and our team will provide you with return instructions.

How do I make a return?

To initiate a return, please email us at esales@louenhide.com.au with your order number and return request, and our team will provide you with return instructions.

How long does my return take to process?

Please allow 5 business days from delivery for our team to process your return. Once we receive and inspect your return, you will receive an email notification confirming that your return has been processed.

If you have requested a refund, the funds will be processed back to your original payment method within 1 to 5 business days. (excluding postage)

If you have requested a store credit, a separate email will be sent to you with your Gift Card details. (excluding postage)

Who pays for the return shipping?

Postage charges to return the products are the responsibility of the customer and are non-refundable.

My item is faulty, what do I do?

In the event that you receive a faulty or damaged item through a direct online purchase, please email esales@louenhide.com.au with your order number and photos of the item. Our customer service team will get back to you with the next steps.

You can read more on our warranty policy page.

Can I return sale or promotional items?

If you are using a discount code on a full-priced item, you are still eligible for a refund, exchange, or store credit, provided the item meets our return conditions.

Sale items are not able to be returned or exchanged for change of mind.

If your order qualifies for a GWP (Gift with Purchase) and you decide to return your order, the GWP must also be returned.