Refund policy

Returns & Exchanges

Our Quality Promise

Every piece from La Fae is carefully inspected before dispatch. We take pride in delivering exceptional quality to your door.

Natural Materials

Our collection celebrates the inherent beauty of natural stone and materials. Each piece possesses its own unique character—variations in colour, pattern, veining, and overall appearance are not imperfections but distinctive qualities that make your piece one of a kind. Natural stone may display fine surface lines, subtle pits, or mineral inclusions that are intrinsic to the material and do not compromise its integrity or function.

The images on our website serve as a guide to the overall aesthetic; your piece will have its own individual expression. We cannot accept returns or exchanges based on natural variation, as this is consistent with Australian Consumer Law guarantees.

Our Returns Policy

We do not accept change of mind returns or exchanges. Please choose carefully, as all sales are final once dispatched.

Under Australian Consumer Law, consumers are not entitled to a refund for change of mind, finding a product at a lower price elsewhere, or deciding they no longer want an item.

Damaged or Faulty Items

While rare, if your item arrives damaged or with a manufacturing fault, please contact us at hello@lafae.com.au within 5 days of delivery with photographic evidence. We'll arrange collection or provide a prepaid return label at no cost to you.

To be eligible for return due to damage or fault, items must be:

• In the condition received (photographed before use)
• With all original packaging
• Accompanied by proof of purchase

We recommend inspecting your order immediately upon delivery.

Non-Returnable Items

The following items cannot be returned under any circumstances:

• Made-to-order and custom pieces
• Personalized items
• Sale items
• Gift cards

International Orders

We cover all customs duties, taxes, and import fees for international deliveries. However, these costs are non-recoverable.

Should a change of mind return be accepted at our discretion for international orders, the following will be deducted from any refund:

• Original shipping costs
• Import duties and taxes paid on your behalf
• Return shipping costs (payable by customer)

For damaged or faulty international orders, we will cover return shipping costs, and no deductions will be made from approved refunds.

We cannot accept responsibility for delays caused by customs processing. The same 5-day reporting period applies for damaged or faulty international orders.

Refunds for Damaged or Faulty Items

Once we receive and inspect your return, we'll notify you of the outcome within 2 business days. Approved refunds are processed to your original payment method within 10 business days. Please allow additional time for your financial institution to post the refund.

If more than 15 business days have passed since our approval, please contact hello@lafae.com.au.

Questions?

We're here to help. Contact us at hello@lafae.com.au with any concerns about your order.