Shipping, Returns, and FAQs
We endeavour to package and ship your order as soon as we can once it is received.
$15.00 flat rate shipping is available on orders being sent to an Australian address.
Please direct any enquiries in regard to shipping to firstname.lastname@example.org
Pick up is also an option from Willetton, Western Australia. You will find the option to pickup during check out. When your order is ready to collect you will receive an email advising that the order status has changed to "Awaiting Pickup". The address for collection is 32 Kembla Way, Willetton. This premises is not always manned so please email email@example.com to organise a time.
Monthly Postal Service
This service allows you to accumulate orders during the month to save on postage costs. This service does not apply to Express or International post.
Place your first order of the month using the Monthly Postal Service option that will appear in the Shipping section of check out. The cost of this is our flat rate of $15.00. Orders placed using this shipping option will be automatically held until the end of the month.
You can place more orders during the month and pay $3.00 postage on each additional order. To do this, enter the code MPS in the Discount Code Box that you will see during check out. When you go to the Shipping page, select Monthly Postal Service. The Monthly Postal Service charges you $15.00 and the code you entered, MPS, gives you a discount of $12.00 making the cost of postage for this additional order $3.00.
At the end of each month, all your orders will be sent together. If you have not used the correct code or have not paid the correct amount of postage by the time we pack your orders, you will be sent a PayPal invoice. Your order will not be sent until this invoice is paid. If we need to send you an invoice, postage will cost $5.00 per order due to additional costs we incur when sending invoices.
In order for us to process your order correctly you must use the Monthly Postal Service shipping option. This information appears at our end and tells us what we need to do with your order. COMBINEMYORDERS must NOT be used in conjunction with the Monthly Postal Service.
Similarly to the Monthly Postal Service above, you can have your orders held and sent with your Quarterly Subscription Box if you are subscribed.
When you select the Quarterly Subscription Box shipping method, your postage cost will automatically update to $15.01. Enter the code SUBSCRIPTION into the Discount Code box for a $12.01 discount for a total shipping cost of $3.00 per order sent with your Subscription Box.
Using the correct shipping option tells us what we should do with your order, so please take your time and select the correct option.
COMBINEMYORDERS must NOT be used in conjunction with Subscription Boxes.
When we pack your Subscription Box, all your orders will be sent together. If you have not used the correct code or have not paid the correct amount of postage by the time we pack your orders, you will be sent a PayPal invoice. Your order will not be sent until this invoice is paid. If we need to send you an invoice, postage will cost $5.00 per order due to additional costs we incur when sending invoices.
All sales are final, returns are not accepted.
Despite our best efforts, we do sometimes make mistakes! If you feel there is a flaw with the fabric that you have received please ensure you contact us within seven (7) days of receiving your fabric and prior to them being washed. We cannot be held responsible for any flaws once you wash your fabric. If the fabrics you receive do not match your order, please do NOT wash the fabric and contact us immediately at firstname.lastname@example.org.
Exchanges or refunds are not possible if the fabric has been washed, or more than seven (7) days after the fabric has been received by the customer.
Any queries in regard to a refund/exchange should be made via email at email@example.com.
Frequently Asked Questions
How do I wash my fabric?
We recommend all fabrics are washed in cold water and either line dried or laid flat to dry depending on the stretch recovery of the fabric. If you are unsure, lie the fabric flat to dry. Some fabrics that are particularly delicate or have embellishments need to be hand washed in cold water and laid flat to dry.
I need to get in touch with Lush Fabrics, how do I do that?
The best way to get in touch is to email us at firstname.lastname@example.org. All staff members can access these emails so you will receive a response faster this way.
You can also call us on 0475 921 693. Please note that this phone is only answered when someone is at the warehouse. We are typically in the warehouse between 10am and 2pm Monday to Friday, but exceptions do exist.
Please note private messages sent to Lush Fabrics staff members will not be responded to.
I just placed an order and then thought of something else I wanted, can I add to my order?
Yes, you can - if we haven’t posted it. You will receive an email with shipping details once we have prepared your order for postage. Sometimes these emails may go to your spam folder, so to be sure log into your account on the Lush website and check the Fulfillment Status of your order. If your order is Unfulfilled, you can add to it! If it is Fulfilled, then we have already processed your order and you are unable to add to it further. If you are still unsure after going through these steps, just email us at email@example.com or phone us on 0475 921 693.
To add to your order, simply place another order online and use the code COMBINEMYORDERS in the Discount Code box when checking out. This will let us know that you have another order pending and will remove the postage charge for you. This applies to Flat Rate Shipping orders only - COMBINEMYORDERS cannot be used for Express Post orders.
If you would like your order to be held so you can add to it another day, please see the Monthly Postal Service section above.
You are most welcome to email us as well to let us know that you have placed another order to combined with your previous order.
I just placed an order but now I wish I had ordered a different fabric, not the one that is in my order. Can you swap fabrics for me?
The short answer to this is no. Swapping fabrics out leads to errors at our end which leads to unhappy customers. It also plays havoc with our inventory levels. If you change your mind about a fabric, you are welcome to email us and we will cancel your whole order. You can then simply place another order with the correct fabrics and quantities!
Please keep in mind that if you purchased one of your fabrics at a lower price due to a special or sale, that price may not be available when you place your order again.
Do you ship overseas?
Yes we do! Just add the products you are interested in into your cart and start the checkout process. The cost of shipping to your location will be visible before you commit to making the purchase.
How long does it take you to process orders?
We take pride in processing orders as quickly as we can. We typically receive a large number of orders on Sundays, and we generally have all of these orders processed and on their way to you by Wednesday. Orders received Wednesday to midday Friday are generally processed within 24 hours. The exception to this is if we have a backlog of orders due to a particularly busy Sunday or a sale.
I’m really interested in your fabrics but I’m hesitant to buy online, can you help?
If you are not accustomed to buying online it can be tough to make that first leap. Here are some things we do to try to make it easier for you:
- We release a video every week where we talk about the fabrics that are releasing. In these videos, we show you the fabric and how it stretches and drapes, we explain the feel of the fabric, we show coordinating fabrics and threads, and we offer some suggestions on things you could make with it.
- Each week we have our amazing team of sewists sew some of the fabrics up for you to see how they look made up into a garment.
- Every Sunday we have a fabric that we call our Lush Sunday Special. This fabric is a new release that is a little bit cheaper than its usual price. We do this to make it a little bit easier to either try a new fabric base or try Lush Fabrics for the first time.
- We have detailed information on our fabrics on our website. We tell you the weight of the fabrics and the stretch percentage so that you can check if they are suitable for the pattern you want to make.
- Our Facebook group, Lush Fabrics (Australia), is full of inspiration! The Lush sewing team post their makes in here and so do our customers. If you would like to know what a particular fabric base looks like sewn up, just search for it in this group.
I paid for Express Post two days ago but my order still hasn’t shipped?
If your order still hasn’t shipped after two days we have a backlog of orders. Where practical, we process orders in the order they are received. Express Post pays for the postal service, it doesn’t mean that we prioritise processing.
If you have a special occasion and need something as a priority, we suggest you give us a call first to check on our processing times so that you have an idea of when your order will be posted.
Are the gift cards electronic codes or physical gift cards?
Our gift cards are electronic codes that are sent via email.
Do you offer wholesale pricing?
We can offer wholesale pricing on large quantities of the one fabric. If you are interested, please email us at firstname.lastname@example.org and let us know which fabrics you are interested in and the quantity of each.
In what quantity is the fabric sold?
Our minimum cut of fabric is one metre. We sell in half metre quantities after that. One unit of fabric is half a metre. If you want to purchase two metres of fabric, the quantity in your cart should be 4.
I missed out on a fabric I love, what can I do?
We are sorry you missed the fabric you love. Some of our fabrics just fly out the door! You can use our in-built stock notification system to be notified when we have more of this fabric available. When viewing a sold out product you will see a field where you can enter your details to receive these notifications.
On release days, fabrics can move very quickly. Sometimes once we cut the orders the following Monday we will be able to add more stock to the website, so it is absolutely worthwhile hitting that Notify Me button! If you do receive a message saying it is back in stock, you will need to act very quickly to secure yourself that piece of fabric.
I have had a bad experience with XYZ Couriers, how can I be sure you do not send my parcel with this carrier?
If there is a particular carrier that doesn’t do a great job in your area you can leave a note on your order to request that we don’t use that carrier. Please note that by doing this our Flat Rate Shipping price no longer applies and, where applicable, you will be sent an invoice for additional postage.
You will need to tell us this each time you order - we have many wonderful customers and it is impossible for us to recall each of their preferences.
You can add a note to your order when you view your cart.
Can we shop in store?
We love having visitors at our warehouse! You are more than welcome to stop by and shop if you are in the area. We are generally open between 10am and 2pm Monday to Friday, however, we are first and foremost an online store which means we are not always available at our warehouse. If you are travelling a distance or want to be sure not to miss us, please send us an email at email@example.com to confirm we will be at the warehouse.