Customer Service FAQs

    How much does shipping cost?

    STANDARD shipping is $10, or free when you spend $50

    PRIORITY shipping is $18.95

    We recommend insured post for expensive or delicate items.

    Priority shipping

    Priority Shipping guarantees that your order will ship the same day (when placed before 11am). Priority Shipping orders under $150 / 3kg in weight are shipped in Australia Post Express bags; bulky and higher value orders are shipped by Australia Post eParcel standard service.

    Do you ship internationally?

    We only ship to Australia.

    Are all your products in stock?

    Yes! If you can add an item to your basket we have it in stock at our warehouse in Ballarat, Victoria, ready to ship to you.

    Very rarely we may unexpectedly run out of something after you have placed your order. Should this happen, we'll refund you. Sometimes we may also put a popular item on 'pre-order'; this means that you can secure your stock before it arrives, but your full order will be held until we have it.

    How do pre-orders work?

    If an item is advertised as 'pre-order' this means that we are waiting for stock to arrive at our warehouse and we are allowing customers to place an order in advance. You will need to pay for the item and it will be allocated to you, so you wont miss out if the item sells out before the stock arrives. We try to be as accurate as possible with pre-order arrival dates but sometimes the shipping date will change for reasons beyond our control, eg a delay at the supplier. Please note that pre-orders cannot be cancelled for any reason including unexpected delays. If you order other items under $50 value with your pre-order and wish them to be shipped before it arrives we will charge you $10 shipping for this extra delivery.

    An item I wish to purchase is out of stock. When will it be available again?

    Please click the ‘sign up’ link on the product page to be notified by email as soon as we have it again.

    What payment methods do you accept?

    We accept Visa and Mastercard.

    Do you offer lay-by?

    At present we do not offer lay-by.

    I’ve changed my mind. How do I return an item from my order?

    You are welcome to return any item within 7 days of receipt if you change your mind or no longer have use for it. Please package up your item securely and ship it by registered post or courier to Lark Returns, 8/26 Grandlee Drive, Ballarat, VIC 3355, with a copy of your invoice and an explanatory note. Items must reach us in new condition, in their original packaging. We will send you a store credit for the original cost of the item, valid for 3 months. We don't offer exchanges. 

    We can't refund items that have arrived too late for your event as we do not guarantee shipping or delivery times. 

    Some items are not eligible for return due to change of mind including, but not limited to, custom or special order items, pre-ordered items, seasonal items, rugs, bulky items, lights, furniture, magazines, books, hosiery, food products and balloons.

    If you have purchased items on clearance or at a discounted price, no returns will be accepted if you have simply changed your mind.

    I received a faulty item. What now?

    If your item arrives in a faulty condition, please contact us within 7 days of receipt for details of how to return your item for a replacement or refund. We'll do our best to sort things out for you asap! If your item develops a fault after purchase, please contact us for support.

    What happens to 'return to sender' parcels?

    Please take care to enter the correct address details when you order. If a parcel comes back to us marked 'return to sender'  there is a $10 Australia Post fee for returning it to us, plus a $10 charge to re-send it to you. If you choose to return unwanted items to us by 'return to sender' a fee of $10 will be deducted from your credit.

    I’m a designer. Would you be interested in stocking my range?

    Yes! Please email us a link to your website and a wholesale price list for consideration.