Need help? Contact us info@lastaristocrat.com
If you wish to return or exchange an item please email us at info@lastaristocrat.com and one of our team members will advise you on how to manage this. Any return or exchange will be subject to our Returns and Refunds Policy.
Last Aristocrat is bound by Australian consumer law and will process all returns and refunds in line with these laws.
Holiday Discount Policy Addition
We take pride in offering exceptional value with competitive prices year-round, and during the holiday season, we add extra bonuses for our valued customers. Unlike many other retailers, our discounts are site-wide and include our latest collections, ensuring you get great deals on everything, not just older stock.
Please note the following regarding purchases made during promotional periods, including Black Friday, and Boxing Day, Manufacturer's Holiday etc:
- Goods purchased with a discount code (e.g., 11%) during the promotional period cannot be returned due to a change of mind.
- It is the customer’s responsibility to apply the discount code at checkout or contact us before completing the purchase if there are any issues. Discounts cannot be applied retroactively under any circumstances.
- Only one discount code can be applied per transaction.
We are committed to ensuring you enjoy an exceptional shopping experience with us and appreciate your understanding of these policies.
Faulty or damaged items?
In the event that your order arrives in a faulty or damaged condition (including bespoke orders), please contact us within 48 hours by email or phone. We will ask you to email a photograph/video of the damage, including the packaging to info@lastaristocrat.com. Please note that without the correct information and images/video we will not be able to investigate the issue.
Once we have received the returned item, it will be inspected and a repair or replacement will be arranged where possible. Please note that failure to notify us within 48 hours of receiving a faulty or damaged product could mean we have to charge for a replacement.
The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you're happy with. For example, we may arrange to:
- Suggest a self-repair (with an offer of compensation to you)
- Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
- Offer a partial or full store credit voucher or refund
- Replace the product (subject to availability)
- Arrange for the product to be returned to us or our supplier
Wrong product delivered
Very occasionally we may accidentally ship the wrong product to you. If you have received an incorrect product, let us know as soon as you can, ideally within 3 days of receiving your delivery. We will offer to send you the correct product and arrange for the pick-up and return of the incorrectly shipped product at no cost to you. We must inspect the goods before initiating a return or providing a remedy, either through images or video if required.
Change of mind returns
You have 14 or 30 days (as specified on the product page) after receiving your item to return the product to us within 14 or 30 days of the date you received it and we will issue you with a store credit.
If you change your mind, you may return your purchase to us within 14 or 30 days (see product page details) of the date you received it. We’ll give you a store credit voucher in an amount equal to the price you paid for the product, less our shipping costs. Please ensure the item is unused and unwashed, and returned in its original packaging. You will pay the cost of return shipping. Contact us to arrange a return. Some products cannot be returned, please review our full Returns Policy.
(Please note that cutlery, cushion covers, and blankets must be unused and remain in their original packaging to qualify for returns. It is imperative to notify us within 48 hours of receiving the product due to potential hygiene issues.)
Some products can not be returned due to a change of mind; as per below.
Please note that change of mind returns for orders shipped outside of Australia may not be accepted. However, if the product is damaged or faulty, we will resend you a new one. For more details, please see our FAULTY OR DAMAGED ITEMS policy section. We must inspect the goods before initiating a return or providing a remedy, either through images or video if required.
Order Cancelation
Please choose carefully as we do not refund or exchange if you change your mind or make a wrong selection. Once your order is confirmed, meaning you have either paid in full or made your first lay-by instalment, the order can no longer be cancelled.
If you cancel your order you agree to the following:
- In the case of a stocked item product, which is a product that has not been customised, you will be refunded in full for the value of the product less a 20% restocking fee to cover Last Aristocrat's administrative costs and expenses incurred in handling and cancelling the order
- In the case of a customised product which is any item that has been tailored specifically for you, you will forfeit the full amount of your 55% 1st lay-by payment
- You will have no further claim to the cancelled product
- Last Aristocrat does not allow cancellations of orders, returns, refunds, or exchanges on clearance products or discounted by over 40%. All clearance products are bought in the condition they are displayed in and the Customer is agreeing to sign a waiver at the time of sale confirming the same by agreeing to our Terms and Conditions during the purchase process.
- It is the Customer's responsibility to ensure that there is reasonable access to allow the goods to be delivered. If the goods are unable to be delivered due to access, the above fees depending on whether the product was customised or not will be charged in addition to the actual cost of delivery and collection of the product.
- You will be responsible for the actual shipping costs to facilitate a change-of-mind return, irrespective of any free, discounted, or any other type of shipping promotion that may have been applicable at the time of your order. This includes the costs of shipping the item to you in the first place and the cost of shipping it back to us.
- Items returned must be in 'as-new condition and packaged securely in the original packaging. This means you have not used, assembled, damaged, washed, or laundered any of the items.
- Within 5 business days of receiving your return, and subject to confirming it is in 'as-new condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product, less the cost to ship the product to you and the return shipping back to the warehouse.
Non-returnable items include:
- Products described as "made to order"
- Cutlery sets (used), cushion covers (used or out of the original packaging), plates, blankets, throws, and large rugs (over 150 cm) as they are custom-made to order
- All forms of clearance stock or marked down over 40% discount (Including Boxing Day promo)
- Clearance items
- Personalised items
- Gift Cards
- Orders for commercial or non-domestic use
- International Delivery Outside Australia: Oversized Items (Furniture, Rugs Over 150 cm)
If you require an onsite access check to be performed prior to delivery this can be arranged for a fee. If an on-site access check has been performed by Last Aristocrat that confirmed sufficient access and the product is still unable to be delivered due to access, Last Aristocrat will refund the products affected in full unless there was a change to the access since the access check was performed.
Exchange
Unfortunately, we do not offer exchanges of our products. Simply return your items in accordance with our Returns policy and place a new order.
What is an estimated delivery date?
The estimated delivery date is the date that we expect your order to be delivered. We use past shipping data from other customers in your area who have received items from this store to determine the estimated delivery date. However, we know things don’t always go according to plan and delays may be out of Last Aristocrat's control. So we also calculate a maximum delivery date.
What is the maximum delivery date?
We calculate a maximum delivery date for every item in case there are delays that are out of our control. The maximum delivery date is the final date that your item can be delivered.
What is the Money Back Guarantee?
If your item isn’t delivered by the maximum delivery date, you’re eligible for a full refund for that item.
If tracking information shows proof of delivery, please note that a store credit may only be issued following an investigation with the shipping company. The investigation must confirm that the goods were indeed lost and not delivered. Store credit will be provided only after this process is completed.
What Should I Do If I Haven't Received My Order by the Expected Delivery Date?
In case you haven’t received your order within the expected delivery date, you are requested to wait until the period of the maximum delivery date. If your order still doesn’t even arrive, then you are requested to contact Last Aristocrat’s Customer Care team so that we can track the cause of the order delay. You are entitled to receive your entire money back, in the event that your order is not delivered by the maximum delivery date.
If tracking information shows proof of delivery, please note that a store credit may only be issued following an investigation with the shipping company. The investigation must confirm that the goods were indeed lost and not delivered. Store credit will be provided only after this process is completed.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and for compensation for any other reasonably foreseeable loss or damage caused by our products. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
We exclude, to the fullest extent possible under law, all implied terms, guarantees and warranties whether statutory or otherwise, relating to the subject matter of these Terms.
You represent and warrant to us that we will not be liable for any expense or injury (including indirect loss such as loss of revenue, profits, anticipated savings, goodwill or business opportunity, injury to your reputation or lost time) in contract, tort, under statute or otherwise, howsoever caused including arising directly or indirectly from or in connection with these Terms.
Our liability to you for loss or damage of any kind arising out of these Terms will be reduced or limited to the extent (if any) that you cause or contribute to the loss or damage.
To the extent permitted by law, you agree that in no event shall our maximum aggregate liability exceed the amount paid by you for the products in question.
Our rights
We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us or where we are not responsible for the damage.
International Delivery Policy (Outside of Australia)
It is the customer's responsibility to provide reasonable access for the delivery of their goods. If direct delivery to the specified address is not possible, the package may be left at a designated reception area or with a concierge, as per the building's delivery procedures. Once a package is marked as delivered by the postal service and proof of delivery (such as tracking confirmation or an image) is provided, our responsibility for the package ends. By placing an order, you agree to the delivery companies' rules and refer to their policies on their respective websites.
Tracking Information: Customers are encouraged to monitor their tracking information regularly. Tracking updates and estimated delivery dates can be found on the respective postal service's website.
Lost Packages: If a package is marked as delivered but cannot be located, customers should:
- Check with the concierge or neighbors to ensure the package has not been received on their behalf.
- Contact the postal service directly using the provided tracking number for further assistance.
Please note that once the package is marked as delivered, it is considered to have fulfilled our delivery obligation.
Domestic Delivery:
For domestic delivery, Last Aristocrat offers free standard delivery on all orders.* Typically, Deliveries are carried out from 9 a.m. to 5 p.m. Monday to Friday.
Once each item in your order is shipped, you'll receive a shipment notification to your account registered email. This email will provide you with the estimated delivery date for your item. This date will depend on your location and may vary slightly from the estimated delivery time provided for small orders and vary for larger orders depending on your address.
It is the customer's responsibility to ensure reasonable access for the delivery of their goods. If direct delivery to the specified address is not possible, the package may be left at a designated reception area or with a concierge, depending on the building's delivery procedures.
Once a package is marked as delivered by the postal service and proof of delivery (such as tracking confirmation or an image) is provided, our responsibility for the package ends. By placing an order, you agree to adhere to the delivery companies' rules and refer to their policies on their respective websites.
Additionally, it is crucial to provide the correct shipping address when placing your order. We are unable to change the address once goods have been shipped. Goods will be delivered to the address provided at the time of order and considered successfully delivered to that address.
- Delivery charges may apply on items defined as bulky or fragile.
Product Descriptions:
We endeavour to ensure that all the products on our website are described accurately. However, on rare occasions, errors may occur, and we reserve the right to rectify any such inaccuracies at any time.
Natural Variations:
Some of our products are handcrafted or made from natural or organic materials, which may result in slight variations between the product image(s) and the product you receive, including colour (size) variations. Where applicable, this will be stated on the individual product listing on our website. We aim to guarantee that all colours are displayed accurately on our website, but you should be aware that colours may appear slightly differently on various displays and screens. This variation in shade, including natural colour variations inherent to handmade products, is not considered a fault or error.
Website Modifications:
We reserve the right to remove any product from our website at any time and/or remove or edit any materials or content on our website. Any such changes will take effect from the time they are published on our website, but will not impact any orders that have already been placed.
Technology and Content:
We employ various technologies, including generative artificial intelligence, to help us improve the content on our website and provide certain features to our customers. It is important to note that while we strive to ensure the quality of the generated content and responses, we cannot guarantee their absolute accuracy or reliability.
Website Optimisation:
We are constantly optimising our website. We conduct experiments and personalise the shopping experience, which means that one customer may have a different experience from another.