Customer Service
How long will my order take?
If you choose Express Post, your order is guaranteed to ship the same day (when ordered before 2pm). Otherwise, we aim to ship your order within 2-5 days of receipt. We ship by Australia Post, and actual delivery time will vary depending on your location. Please allow extra time for Australia Post to deliver your parcel at busy times like Christmas and Easter.
What shipping options do you offer?
We offer Regular Post, Registered Post and Express Post. We strongly recommend that you choose Registered Post for your order, as it is the only option that gives you insurance in the event of loss or damage.
I need it fast!
If you have a deadline or a special event we strongly recommend that you choose Express Post. This guarantees that your order will ship the same day (when placed before 2pm). We are unable to upgrade your order to Express Post if you have paid for another method. Please note that Express Post should only be used for low value items as it is not insured. We reserve the right to ship your Express order by Registered Post if the value is over $150 (it will still ship the same day). Same-day shipping is not available for pre-orders or sale purchases.
My order is ‘On Hold’, what does this mean?
‘On Hold’ means that your order has been sent to our dispatch team and is being prepared for shipping.
Can I add extra items to my order?
Once your order has been placed, we are unable to add further items to it, even if it has not yet shipped.
Are all your products in stock?
The short answer is 'Yes'! Unlike many retail websites, Lark is driven by an inventory system. Basically this means that you can only order stock if we have it in our warehouse. If we don't have it, you can't order it. No more wasting time on an online order only to find that most items are unavailable! Having said that, very occasionally 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 new item on 'pre-order'; this means that you can secure your stock before it arrives.
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. Because we carry a very wide product range we are unable to provide stock dates for specific items.
Can you hold items for me until everything I want is in stock?
We cannot hold products. We have a vey wide product range and it is not possible to have all current items in stock at the same time. If some of the things you hope to buy are not available, please place separate orders.
What payment methods do you accept?
We accept Visa, Mastercard and Paypal online, and we also accept cash payments at our Daylesford store.
Do you offer lay-by?
At present we do not offer lay-by.
Do you ship internationally?
We do. Postage will be calculated at checkout.
I’ve changed my mind. How do I return an item from my order?
You are welcome to return any of our items within 5 days of receipt if you change your mind. Please ship by registered post to Lark Returns, 4a Duke St, Daylesford VIC 3460, with a copy of your invoice. We will send you a store credit for the cost of the item. Items purchased in our sale are not returnable.
I received a damaged item. What now?
If your item arrives faulty or damaged, please contact us for details of how to return your item for a replacement or refund. Please note that we are unable to refund on items which have small variations in colour and pattern.
Wht 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' we charge a $25 re-posting fee to send it to you again.
Why have I received two emails from you after placing an order?
Don’t worry; your order has not been duplicated! The first email confirms your order. The second is a tax invoice, for your records. You will also receive a third email when your order has shipped.
Can you recommend a local stockist?
Lark is stocked in wonderful independent stores all over Australia. Because of our very wide product range, it isn’t possible to tell you exactly which stockists in your area have particular products in stock at the moment, however we are more than happy to recommend some excellent stores if you would like to contact us with your postcode.
Can I contact you by phone?
We prefer you to email us for several reasons: firstly, email is more efficient and frees up our staff’s time to pick and pack your order as quickly as possible. Secondly, email means that we have a full record of your query to refer to should we (or you) need to in future. Please use the contact form for all correspondence.
When is your Daylesford shop open?
The shop is open Saturday and Sunday from 10am-4pm at 4a Duke St, Daylesford. Please visit our shop page for holiday opening hours.
Can I pick up my order at your store?
Yes, you are welcome to request a pickup when you order online, although we are unable to refund postage and packing costs. Please email us immediately after placing yur order to arrange pickup.
Does the store have all of the items from your online store?
Our Daylesford store has a different mix from the online store, including exclusive in-store only products. Please note that not all products from the web store are available at the Daylesford store. If you are after a specific roduct we recommend that you order it online.
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.
