Shipping & Returns
Shipping Policy
Please read carefully as our Shipping & Returns Policy has changed. Effective as of January 2025:
Sutherby Lane is a small business juggled between a full-time farm & raising 2 little children. We are based on a rural property without daily access to postal services. Whilst these are the reasons that make Sutherby Lane truly unique, it does lead to slower processing times. Sutherby Lane endeavors to dispatch orders within a few days of purchase, however, please allow up to 10 business days for your parcel to be shipped. Alternatively, select EXPRESS SHIPPING or mark your order as urgent in the 'Notes' section at checkout if the purchase is time sensitive. Thankyou for your understanding and support.
Domestic Orders (Shipped via Australia Post):
Standard Postage: $10.00 (5-7 business days once shipped)
Express Postage: $15.00 3-5 business days once shipped)
International Orders:
We ship worldwide
New Zealand:
New Zealand Standard (Approx. 15 Business Days) = $15.00 AUD
New Zealand Express (5-10 Business Days) = $25.00
FREE STANDARD SHIPPING on all New Zealand orders over $200 AUD
All other countries:
International Standard (15-20 business days) = $20.00 AUD
International Express (up to 15 business days) = $35.00 AUD
FREE STANDARD SHIPPING on all International orders over $300 AUD
**Shipping timelines valid as of January 2025 & are subject to change. Please refer to the Australia Post website for the most up-to-date shipping time estimates**
Local Pickup/Delivery:
For local customers, Sutherby Lane is happy to offer complimentary local pickup/delivery. Simply enter LOCALPICKUP upon checkout in the discount code/voucher field and we will contact you via email to arrange a suitable pickup/delivery time.
Combining Postage:
Combined Postage is available to customers with existing unfulfilled orders with the same shipping address. If you have an outstanding order placed with Sutherby Lane, simply enter the code COMBINEPOSTAGE upon checkout of your new purchase to avoid additional postage costs. Both orders will be shipped in the same postage satchel with the same tracking number.
Pre-orders:
Orders containing "pre-order" item/s will not be shipped until the pre-order garment is ready. Please place separate orders if you require the “in-stock” item urgently.
Shipping Issues:
All customers will receive email notification once their order has been shipped with an Australia Post tracking number. If you have not received this automated email, please double check your junk/spam folder & contact Sutherby Lane for further assistance. If you are concerned as to the whereabouts of your order, please contact Australia Post directly and quote your tracking number.
Please note Sutherby Lane is not liable for compensation of parcels that have been delayed, damaged or lost in transit. Sutherby Lane is not responsible for parcels once they have been shipped. Please ensure your delivery information is correct before submitting your order, as we are unable to redirect mail if incorrect postal details have been provided.
Returns Policy
Please select carefully as Sutherby Lane does not offer exchanges or refunds for change of mind or incorrect sizing.
Faulty Item/s:
If your garment has arrived with defects, please contact us immediately & return your product in original condition within 14 days of purchase for store credit, exchange or refund. Please contact us at hello@sutherbylane.com by quoting your order number & providing a description of the fault with photos.
If your claim is accepted, you will be reimbursed for return shipping charges. In accordance with The Australian Competition and Consumer Commission, Sutherby Lane will replace the item or provide a full cash refund depending on stock availability.
**Each Sutherby Lane garment is handmade with love using intricate hand-smocking and hand-embroidery techniques. Therefore, detailing & appliqué placement may appear slightly different between pieces. This is not deemed a defect, rather a natural occurring imperfection of hand-crafted goods**