Refund policy

30-Day Returns, Fit Promise & Order Care

Shopping online should feel exciting, not uncertain.

Misty Lorette accepts change-of-mind return requests within 30 days of delivery on eligible returnable items. Because our collection also includes intimate and hygiene-sensitive pieces, some products are excluded from physical change-of-mind returns and are instead supported by our 30-Day Fit Promise.

These voluntary policies are additional to, and do not limit, any rights you may have under the Australian Consumer Law or other mandatory consumer law.

30-Day Returns

Eligible non-intimate items may be returned within 30 days of delivery where they are unused, unworn, unwashed, unaltered, with all original tags, components and packaging intact and in resalable condition.

Please contact order@mistylorette.com.au before sending anything back so we can confirm eligibility and provide return instructions.

Change-of-mind return postage is the customer's responsibility. Original delivery charges are not refundable unless required by law.

Once an approved return is received and inspected, the approved refund will be processed to the original payment method. Please allow five to seven business days for processing, with additional time sometimes required by your bank or payment provider.

Items excluded from change-of-mind returns

For hygiene, safety and product-integrity reasons, the following are not eligible for physical change-of-mind or incorrect-size returns or exchanges:

lingerie and underwear, including bras, briefs, thongs, bodysuits, garter pieces and lingerie sets
stockings, hosiery and other intimate wear.
accessories designed for intimate, body-contact or personal use, including cuffs, blindfolds, clamps, floggers and similar accessories
kits, bundles or sets containing lingerie, hosiery, intimate accessories or other body-contact products
intimate or body-contact products once opened, worn, tried on or used
gift cards
items marked Final Sale
clearance-event items
any item that has been worn, washed, altered, damaged after delivery, used, or returned without its original tags, components or packaging

These exclusions apply only to change-of-mind and sizing returns. They do not affect your rights if an item is faulty, damaged, incorrectly supplied or otherwise fails to meet a mandatory consumer guarantee.

The Misty 30-Day Fit Promise

Choosing lingerie online should not feel like a gamble.

If the first size of an eligible intimate garment is not quite right, contact us within 30 days of delivery. Instead of asking you to send an intimate piece back, we help you purchase the same style in a better available size.

Eligible customers receive 30% replacement support toward the same style in another size.

Private List members receive 40% replacement support, provided they were subscribed to the Private List before the original order was placed.

Standard replacement delivery is included.

Your original intimate piece stays with you. We do not place change-of-mind intimate returns back into circulation.

Fit Promise support is calculated from the amount actually paid for the eligible item, not its original recommended retail price.

The Fit Promise applies once per eligible item, is subject to replacement stock availability and cannot be exchanged for cash, store credit or applied to another unrelated product. A replacement purchased through the Fit Promise does not qualify for a second Fit Promise claim.

Promotional discounts cannot be combined with Fit Promise replacement support unless Misty Lorette expressly agrees otherwise.

Faulty, damaged or incorrect orders

If your order arrives damaged, contains an incorrect item or appears to have a manufacturing fault, please email order@mistylorette.com.au as soon as reasonably possible.

Where possible, we ask that visible delivery issues are reported within seven days of receipt so that photographs and other evidence can be preserved and the matter resolved quickly. This request does not limit any rights available under applicable consumer law.

Please include your order number, a description of the issue and photographs showing the product, packaging and shipping label where relevant. Please stop using the item and retain its tags, packaging and included components while the matter is assessed.

We may ask you to return the item or provide further information so we can assess the issue.

A remedy may not be available where the problem results from ordinary wear and tear, accidental damage, alteration, incorrect care, misuse or use inconsistent with the product information rather than a fault present in the product.

Where a product does not meet a mandatory consumer guarantee, the appropriate remedy will be provided in accordance with the law and may include repair, replacement, refund or another remedy depending on the circumstances.