SHIPPING & RETURNS POLICY
Last Updated: 30/11/2025
SHIPPING POLICY
Australia-Wide Shipping
Louievale Equine ships to all locations within Australia. We're based in Holbrook, NSW, and all orders are dispatched from our workshop.
Shipping Options:
- Standard Shipping: 5-7 business days | $12.95
- Express Shipping: 2-3 business days | $18.95
- Free Shipping: On all orders over $150
Processing Times
Ready-Made Items:
Orders are processed and dispatched within 1-2 business days of purchase. You'll receive a tracking number via email once your order ships.
Custom Orders:
Custom-made pieces require 2-3 weeks to complete. We'll confirm your timeline before finalizing your order and keep you updated throughout the process.
Tracking Your Order
All orders include tracking through Australia Post. You'll receive your tracking number via email as soon as your package is dispatched. Track your parcel at auspost.com.au.
Delivery Issues
Lost or Damaged Parcels:
If your order arrives damaged or goes missing in transit, please contact us immediately at [YOUR EMAIL]. We'll work with Australia Post to resolve the issue and get you sorted as quickly as possible.
Incorrect Address:
Please double-check your shipping address at checkout. We can't be held responsible for orders shipped to incorrect addresses provided by the customer. If you need to update your address after ordering, contact us ASAP — we'll do our best to catch it before dispatch.
International Shipping
We currently ship within Australia only. International shipping may be available in the future — watch this space!
RETURNS & EXCHANGES POLICY
30-Day Returns
We want you and your horse to absolutely love your Louievale gear. If you're not completely satisfied with your purchase, we accept returns within 30 days of delivery.
What's Eligible for Return
You can return:
- Ready-made items in unused, original condition
- Items with original tags still attached
- Items with no dirt, hair, or signs of use
- Products in their original packaging
You cannot return:
- Custom orders (made specifically to your specifications)
- Personalised or monogrammed items
- Items showing signs of wear or use
- Products without tags or in damaged packaging
- Sale or clearance items (unless faulty)
Custom Orders
Custom-made items are non-refundable. These pieces are crafted specifically to your requirements using materials ordered just for you. We require a 50% non-refundable deposit on all custom orders, with the balance due before shipping.
We work closely with you throughout the custom order process to ensure you're happy with every detail. If there's an issue with your custom piece due to our error, we'll make it right.
How to Return an Item
Step 1: Email us at hello@louievale.com.au within 30 days of receiving your order. Include:
- Your order number
- The item(s) you'd like to return
- Reason for return (optional but helpful)
- Photos if the item is damaged or faulty
Step 2: We'll send you return instructions and confirm your return is approved.
Step 3: Package your item securely in its original packaging (if possible). Make sure it's clean and includes all tags.
Step 4: Ship the item back to us at the address provided in our return instructions.
Step 5: Once we receive and inspect your return, we'll process your refund within 5-7 business days.
Return Shipping Costs
Customer pays return shipping for change-of-mind returns. We recommend using a tracked service for your protection.
We cover return shipping if:
- The item is faulty or defective
- We sent you the wrong item
- The item arrived damaged due to shipping
Refunds
Refunds are processed to your original payment method within 5-7 business days of us receiving your returned item. Please allow an additional 3-5 business days for the refund to appear in your account, depending on your bank.
Shipping costs are non-refundable unless the return is due to our error.
Exchanges
We're happy to exchange items for a different size, colour, or product!
If the new item costs more, you'll pay the difference. If it costs less, we'll refund you the difference.
Faulty or Damaged Items
If your item arrives damaged or develops a fault, please contact us immediately with photos. We'll replace it or issue a full refund — no questions asked. Your satisfaction is our priority.
Quality is everything to us. Every piece is handmade and inspected before shipping, but if something's not right, we'll make it right.
CONTACT US
Have questions about shipping or returns?
Email: hello@louievale.com.au
Response time: Within 48 hours
We're here to help and want you to have the best experience possible!
This policy applies to all orders placed through louievale.com.au. We reserve the right to update this policy at any time. Any changes will be posted on this page with an updated date.