FAQ

Is your website secure? 
Absolutely! When shopping on Larder's website, at the checkout you'll notice a security lock on the top of the browser. This lock means that your order AND all personal details are encrypted by a 256 bit encryption which is completely secure over the internet. We will never retain or store your credit card details under any circumstances. 


Where can I buy Larder/Lucy & Alice products in my area?
Our products are sold in many independently owned homewares and giftware stores nationally. So chances are there's a shop near you selling our brand. Contact our team with your suburb/town and your product of interest and we'll point you in the right direction.


I've changed my mind, is it ok for me to exchange my item?
We offer exchanges or if they are defective or damaged for up to 28 days from purchase date. Purchased items must be returned at the customer's expense with both the item and the packaging intact, to: 44 Church Street Penola South Australia AU 5277. After 28 days we cannot offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. If you are shipping an item over $75, you should consider using a trackable shipping service otherwise we cannot guarantee that we will receive your returned item.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7 days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at sally@koonara.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


What methods of payment do you accept?
We accept payments by PayPal, Visa and Mastercard. For wholesale customers your first order will be on a pro-forma invoice basis, with no credit card fees. 


Do you ship internationally?
Unfortunately we cannot ship internationally at this point in time. 


How long does it take to process and ship online orders?
Orders are normally processed and leave our warehouse within 24-48 hours with an arrival ETA of 3-10 days across Australia.


Where are our products designed and made?
Larder/Lucy & Alice are proudly designed in Australia and manufactured to our strict standards in China and Philippines.