Frequently Asked Questions
What forms of payment do you accept?
Lana Vello accepts Visa, Mastercard, Paypal, Afterpay. Please note Afterpay is not available on pre-orders.
Will I get hot wearing Lana Vello?
If you are working out there is a high chance the heart rate will be up and you’ll get hot, but wool is an active fibre that reacts to your body keeping you cool when it's hot and warm when it's cold out.
Is it itchy?
Nope, we use fine Merino Wool which is soft on your skin and really comfortable.
What is the sizing like?
All garments are based on Australian Standard sizing however the Australian Merino Wool and Tencel blend has natural stretch and creates flexibility between the sizing groups. Because of this and the light compression we recommend you lean towards choosing a smaller size.
What does pre-order mean?
Pre-orders open when bulk orders are being shipped from the manufacturers to us at Lana Vello HQ. As soon as we receive the bulk order the priority is getting all pre-orders out to customers. This means the time frame it takes for you to receive your products will be longer than for usual orders. Although we will not be able to give an exact timeline, all pre-orders are prioritised and as a thankyou for placing a pre-order there will be no shipping fees.
If by chance something goes wrong and the bulk order isn't received, you will be refunded, however this is highly unlikely.
We will keep you up to date with your order, however if at anytime you require any information you can contact us at firstname.lastname@example.org
Do you ship overseas?
Yes! We ship to most destinations around the world.
If the country you live in does not appear as an option please contact us at email@example.com.
There is a small shipping fee of $15 for all international orders.
Lana Vello does not accept any responsibility for custom delays, duties or taxes that may apply on your order. We have no control over these charges and are unable to predict how much they may be. We can not reimburse any costs incurred regardless of the circumstances. The shipping fee is the ‘transport cost’ and does not cover additional fees including import liabilities.
How quickly will I get my order?
Orders are processed each day and expressed posted the following business day. If you live in a major city you will get it 3-5 business days after you have placed your orders. If you live regionally it may take a little bit longer at around 5-7 business days. There may be some delays in shipping due to the global pandemic, but please be assured we are doing our best to get your orders to you as fast as we can.
Please note pre-orders will take longer as they are not yet in stock.
Do you pay for shipping on returns?
Unfortunately we do not offer free returns, however if your garments appear faulty or damaged include a copy of your postage receipt with your return. We will review your return and if it is found to be faulty we can reimburse you with the cost of postage for your return.
If you do believe an item is damaged or faulty please get in touch at firstname.lastname@example.org for further help.
How do I use a promotional code?
Some specials will be applied automatically, but most of the time you will need to enter the appropriate code at the checkout to receive a discount.
Is it safe to use my card for payment at lanavello.com.au?
You can feel safe using this website as Shopify payments are PCI compliant and all transaction information is protected by the same level of security as most banks.
Can I order by phone or email?
Definitely! Get I touch at email@example.com or call 0447818187 for a personalised experience.
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