Shipping
LollyPatch strives to deliver an optimum quality customer experience which includes a fast and discreet dispatch service.
Orders are generally shipped within 24 hours from our warehouse in Australia (excluding weekends and holidays).
If you place your order Monday to Friday before 2pm AEST, it will be dispatched on the same day.
If you miss the 2pm cut-off, or your order was unable to be dispatched on the same day, it will leave our warehouse on the next business day.
We work with Australia Post and all orders are tracked, with an email containing your tracking link sent to you on the day of dispatch.
Your order will be discreetly packaged and will not include references to the productpurchased or our name. The sender name is LP Fulfilment.
Australia
Average shipping times are:
- VIC, NSW, SA, QLD, ACT, TAS: 2-5 business days
- WA, NT: 2-7 business days
- STANDARD Shipping. 2-7 business days. $8.90 per order (FREE shipping for orders over AU$59).
- EXPRESS shipping. 1-3 business days – $12.50 per order.
Some deliveries may take slightly longer especially during peak periods such as Christmas, and for those outside metropolitan areas.
All orders are Signature Upon Delivery by default. You may check the option ATL (Authority to Leave), however, if the area is deemed unsafe for delivery, the delivery worker may choose to leave a ‘missed delivery’ card so that you can collect your parcel from the nearest post office.
If you choose ATL, we cannot be held liable if your parcel is lost or stolen from the delivery address.
New Zealand
- Australia Post Pack and Track International. 5-7 business days. $14.90 per order. Some deliveries may take slightly longer especially during peak periods such as ChristmasÂ
- All orders are Signature Upon Delivery by default. New Zealand customers are liable for any local customs charges, duties, or tariffs for their destination country.
- Customers understand that if customs impounds the goods sent from us, charges and or cost of goods will not be refunded.
- Customers understand that if the goods are returned to us, the customer will be charged additional delivery fees to resend the parcel.
Rest of World
- Australia Post Pack and Track International. 5-15 business days. $23.50 per order. Some deliveries may take slightly longer especially during peak periods such as Christmas.
- All orders are Signature Upon Delivery by default.
For orders with delivery address outside of Australia:
- Customers will be liable for any local customs charges, duties, or tariffs for their destination country.
- Customers understand that if customs impounds the goods sent from us, charges and or cost of goods will not be refunded.Â
- Customers understand that if the goods are returned to us, the customer will be charged additional delivery fees to resend the parcel.
Discretion
All LollyPatch orders are sent in plain packaging. It cannot be determined what is inside the box or even from reading the address label.
Large or delicate items are dispatched in plain, sturdy cardboard boxes. We have different sizes boxes to accommodate the various sized items in our inventory.
Smaller items or less delicate items are dispatched in plain padded satchel bags with the courier label affixed to the outside.’
The Sender address on the label is neutral and is the address of our fulfilment partner ‘LB Fulfilment’, Factory 27, 9 Mirra Court, Bundoora, Victoria, Australia.
Returns and refunds
If you are not satisfied with an item, it doesn’t fit, it is faulty, damaged, we want to make the experience to replace or refund as easy as possible.Â
We know this enhances the customer experience and overall satisfaction with our site and service- we do want you as a repeat customer.
You can contact us anytime for advice regarding a return or product issue. Generally, an item must be returned for a credit, replacement/exchange or warranty claim, but in some instances a video/photo of the issue to our Returns Dept will suffice especially for defects.
Change of mind, incorrect sizing, or just plain poor product is covered by a Satisfaction Guarantee. If an item is poor quality, we want to know about it and your feedback will help us refine our range and improve the quality.
Faulty and defective items are covered by a Manufacturer Warranty.
All returns must be sent to our fulfilment partner address at your charge and if the item is to be replaced we will send the new item to you at our charge.Â
Make sure to add a note with your full name, order/invoice number, postal address and reason for returning the product.
Address for returns:
LB Fulfilment
Returns Dept.
Factory 27
9 Mirra Court
Bundoora, VIC 3083 Australia
Lingerie, costumes, shoes
This could be an unwanted gift, not the right size, an issue with stitching or plain ‘just not right for
me’.
LollyPatch offers a 30-day Satisfaction Guarantee on lingerie, costumes and footwear from the date of purchase. Of course, you also have a 30-day Manufacturer Warranty on these items to cover technical defect issues.
To be accepted, all returns must:
- Be in the original undamaged retail packaging/box.
- have intact tags, still attached to the garment.
- not have been used/worn (except to try on for size).
- not be damaged or soiled.
- not be altered in any way.
- Lingerie return exclusions arelLatex/fetishwear, hosiery and bodystockings.
Sex toys and accessories
Due to the intimate nature of sex toys we cannot accept returns/exchanges on these items due to change of mind. We value the health
and wellbeing of our customers and guarantee that these items are new and shipped directly from the manufacturing facility to our
warehouse to you in original sealed condition. Adult products that cannot be returned are:
- All adult toys
- Bondage items
- Novelty items
- Bodycare accessories such as lubricants, enhancements, candles, massage oils etc.
We offer a 30-day Manufacturer Warranty on all battery powered sex toys and 12 months on all rechargeable sex toys. This covers manufacturer faults, defects and Dead On Arrival (DOA). If you have a defective sex toy, please contact our Returns Dept with an outline of the issue and a photo/video of the defective toy. This will generally suffice to action your free replacement or credit.
Please check the below points before contacting our customer service.
Rechargeable Products
- Ensure the product is fully charged.
- Ensure the light (if any) is illuminating to show the product is connected to the charger.
- Hold the power button for 3-5 seconds to turn on.
- For potential travel lock, if there are multiple buttons, hold them simultaneously for 3-5 seconds to disable.
Battery Powered Products
- Ensure you are using the correct batteries.
- Ensure the batteries have been inserted correctly.
- Remove the paper slip between the battery and the contact inserted by the factory to preserve battery power.
- Try new batteries.
- Hold the power button for 3-5 seconds to turn on.
- For potential travel lock, if there are multiple buttons, hold them simultaneously for 3-5 seconds to disable.
Refunds
We will process refunds via the same payment method used to place the order. It may take your financial institution 3-5 business days to refund the money to your account once we have processed the refund request.
Store credits
- Store credit issued will be to the value of the final price you paid for the item(s).
- Store credit will be issued to the account with the email address used to place your order.
- Store credit cannot be transferred to other accounts.
- Store credit is valid for 12 months from the date of issue. Balances that remain after the 12 months will be void.Â
- Store credit does not accrue interest and cannot be redeemed or refunded for cash after issue.Â
- If store credit is used for payment on your order, you will only be able to accept store credit for subsequent cancellation(s) or return(s) – you will not be able to return the orders paid with store credit for cash.
Exchange of lingerie, costumes, shoes
- Exchanges for another size are subject to availability. We may not always have the desired size in stock.
- Exchanges are processed by applying store credit to your account and applying this against your new product.
- If store credit is used for payment on your order, you will only be able to accept store credit for subsequent cancellation(s) or return(s) – you will not be able to return the orders paid with store credit for cash.
Payment options
Our secure payment facility currently accepts:
- Credit card payments – master card and visa
- Paypal
- LimePay
Please not we cannot accept cash or cheque payments.
The name that will appear on your credit card statement is LPATC
Order tracking
LollyPatch’s fulfilment partner uses Australia Post eParcel and Australia Post International Pack and Track to dispatch orders.
You can always use your tracking code to track your order online here:
auspost.com.au/mypost/track/#/search
You can find your tracking code on the email that we sent you that confirmed your order was dispatched. Please allow 5 hours after you have received your tracking code email confirmation to allow Australia Post to physically scan and pick up your order from the fulfilment warehouse.
Otherwise you will have a brand new shiny tracking code but a ‘nil’ result on the Australia Post website.
If the parcel has not arrived one week after you had expected it to, please contact us and we will launch an investigation with Australia Post to find out where you parcel is. Sometimes its simply at your nearest post office awaiting collection.