Terms & Conditions

WEBSITE POLICIES AND PROCEDURES 

Welcome

Welcome to Lana Lang Shoes. Before placing an order, please take the time to read our policies and procedures carefully. By proceeding with a purchase, you acknowledge and agree to follow the policies outlined below.

About Lana Lang Shoes

Lana Lang Shoes is a proudly South Australian–owned footwear retailer with more than 30 years of successful operation. We believe that comfortable footwear begins with premium design, quality materials and professional fitting. We offer a curated range of well-crafted, supportive and fashion-forward shoes designed for comfort and long-term wear.

Our team is experienced and knowledgeable in shoe fitting and understands the benefits of selecting the right shoe for every individual. We specialise in assisting customers experiencing foot health concerns and stock an extensive selection of orthotic-friendly footwear.

Terms & Conditions

Lana Lang Shoes Pty Ltd (referred to as “Lana Lang Shoes”, “we”, “us” or “our”) permits the customer (“you”) to access and use our website at www.lanalang.com.au.

We may use your personal information for the following purposes:

  • Creating, verifying and maintaining your user account

  • Sending general marketing communications about products and services

  • Processing and dispatching your order, including delivery arrangements

  • Processing returns in accordance with our policy

  • Responding to enquiries, back orders, stock questions or return requests

  • Inviting you to promotions or special events

  • Managing participation in our loyalty rewards program

Lana Lang Shoes may amend these Terms & Conditions at any time due to changes in the law or internal review. By accessing our website or purchasing from us, you confirm you are of legal adult age in your state and agree to be bound by these Terms & Conditions.

Privacy Policy

This Privacy Policy explains how Lana Lang Shoes collects, uses and safeguards personal information in accordance with the Privacy Act 1988 (Cth).

Protecting your personal information is a priority for us. We collect and process information provided through our website, platforms and other communication channels.

Our online store is hosted by Shopify Inc., which provides the e-commerce platform used to offer our products. Data is stored via Shopify’s systems; however, Lana Lang Shoes retains all rights to the information collected.

We do not view or store credit card information at any time.

When you make a purchase, we collect personal details such as your name, address, contact number and email. We also retain information such as login details, order history, preferences, and survey or feedback responses. This information is never sold, shared or disclosed to third parties unless required by law or with your explicit consent. Network and device data may also be collected where required for service functionality.

With your consent, we may use your details to send updates about new products, promotions and sales. You may unsubscribe at any time.

We reserve the right to update our Privacy Policy. Please review periodically.

To access, correct or delete your stored personal information, contact: customerservices@lanalang.com.au

Security

If you complete your purchase using a direct payment method, Shopify securely stores your card details. Data is encrypted under PCI-DSS standards.

Transaction data is only stored until the purchase process is completed, after which it is deleted. Neither Lana Lang Shoes nor any other party can view your credit card number.

We take reasonable steps to protect information transmitted through our website but cannot guarantee complete security of communications or data transfer.

Liability

Lana Lang Shoes is not liable for breaches of these Terms & Conditions or our Privacy Policy that occur beyond our reasonable control, including weather events, communication failures or systems malfunctions.

Payment

All orders must be paid in full at the time of purchase using the available payment methods.

Website Access

Lana Lang Shoes is not responsible for website unavailability resulting from technical issues, maintenance, upgrades or telecommunications interruptions.

Disclosure of Personal Data

By placing an order, you authorise us to collect and store your personal information.

Your information may be disclosed to:

  • Employees or authorised representatives

  • Service providers such as Shopify or Solemate

  • Logistics partners for parcel collection and returns

  • Payment processors who manage online transactions

  • External advisers such as accountants or bankers

  • Third parties providing cloud storage, IT support, fraud monitoring, marketing or promotional services

  • Event, promotion or service partners

This information is shared solely to provide and improve our services.

Shipping

Orders are processed and dispatched within 5 business days to metropolitan areas via Australia Post.

Please ensure your delivery details are correct. Lana Lang Shoes is not responsible for orders sent to an incorrect address and cannot offer refunds for items not received due to customer error. Any costs associated with retrieving or redirecting a parcel are the customer’s responsibility.

Once dispatched, a tracking number will be emailed to you.

If replacement stock is available, a replacement order can be sent upon request. The customer will be responsible for the additional product and shipping costs.

Free Shipping

Free standard shipping applies to Australian orders over $300.
Express shipping is available on any order at additional cost.

Delivery

Estimated delivery time: 7-10 business days, subject to Australia Post schedules.
Orders may experience delays during sales periods, public holidays, weekends or in regional areas.

Lana Lang Shoes is not responsible for delays, loss or theft of parcels once transferred to Australia Post.

If a parcel cannot be safely left, Australia Post will provide instructions for collection at a local post office.

Quality Assurance

All products are thoroughly inspected before dispatch as part of our quality control process.

Warranty

Lana Lang Shoes does not offer a separate in-house warranty.
Products are covered by Australian Consumer Law (ACL) consumer guarantees.

More information: accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees

Stock Availability

All products are subject to availability. If simultaneous purchases result in an item becoming unavailable, you will be notified and refunded within 3–5 business days.

While we strive for accuracy, stock levels may occasionally be incorrect due to recent sales. Lana Lang Shoes is not responsible for any inconvenience caused by unavailable stock.

Website content—including prices, descriptions, imagery and stock levels—may change without notice.

Price & Product Modifications

Prices may change at any time due to promotions, supplier changes or data errors. We cannot offer price protection, retrospective discounts or refunds for previous purchases.

We reserve the right to discontinue or amend product offerings at any time. As product information comes from manufacturers or suppliers, Lana Lang Shoes is not liable for any inaccuracies.

Faulty Stock

Faulty item claims must be lodged within 14 days of receiving your order.

Please email online@lanalang.com.au with:

  • Your name

  • Order number

  • Description of the fault

  • Photos (recommended for faster resolution)

We will respond within 2–3 business days.

If the item is confirmed faulty, you will receive a replacement, refund or store credit. Postage costs will be refunded. Refunds will be processed using the original payment method within 5 business days.

Sizing

To ensure the best fit, please compare your measurements with our size charts. At Lana Lang Shoes, correct fitting is essential for comfort and durability.

Returns Policy

To request a return or exchange, contact online@lanalang.com.au or call 0424 197 898.

Returns must meet the following conditions:

  • Item is returned within 30 days of delivery via trackable post

  • Item is unworn, undamaged and in original condition

  • Original shoe box is included and undamaged

  • All tags and labels are attached

  • Proof of purchase is provided

  • Completed returns form is included

Returns not meeting these conditions will not be accepted.

Items purchased on sale are not eligible for return unless faulty.

Change-of-mind returns are at the customer’s expense.
We are not responsible for returned parcels lost or damaged in transit.

Mail returns to:
Lana Lang Shoes
30 Compton Street
Adelaide SA 5000

Returns are processed within 5 business days of receipt.

Online Order Amendments

Once an order is placed, we cannot amend or cancel it.
This includes changes to:

  • Delivery address

  • Size or colour

  • Added or removed items

  • Discount codes

  • Entire order cancellation

Please check all details carefully before submitting your order.

Sale Items

Sale items are not eligible for return or refund unless faulty upon delivery.

Price Protection

We do not provide refunds or credits for price reductions after your purchase.

Price Matching

Lana Lang Shoes does not offer price matching.

Replacements

We cannot hold items while waiting for a return.
If a requested exchange item is unavailable, a refund or store credit will be offered.
If an exchange is available, the customer is responsible for all extra freight costs.

Order Cancellations by Lana Lang Shoes

We may cancel an order due to stock errors, system issues or unavailability. Customers are not entitled to compensation for any resulting inconvenience.

Order Cancellations by the Customer

To request cancellation, contact online@lanalang.com.au immediately.
If the order has already been processed, it cannot be cancelled.
Items must instead be returned in accordance with our Returns Policy.

Store Credit

Store credits have no expiry.
They cannot be converted to cash.

Discontinued Stock

If an item is discontinued by the manufacturer, we can no longer supply it once current stock has sold out.

Unsubscribe

You may unsubscribe from promotional communications at any time via our website.

Gift Vouchers

  • Lost or stolen vouchers cannot be replaced

  • Vouchers cannot be exchanged for cash

  • Remaining balances stay on the voucher

  • Vouchers cannot be reloaded

Complaints

If you believe your privacy rights have been breached or wish to lodge a complaint, contact online@lanalang.com.au.

Include your name, contact details and a clear description of your concern.
We aim to respond within 2–5 business days.
If unresolved, we will advise next steps.

Customer Enquiries

For all enquiries, email online@lanalang.com.au.
We aim to respond within 1–2 business days.

Frequently Asked Questions (FAQs)

Returns Policy
Please see the Returns Policy section above.

Checking Order Progress
A tracking number will be emailed once your order is dispatched.

How to Return an Item
Follow instructions in our Returns Policy.

Purchasing Gift Vouchers
Available online or in-store at 30 Compton Street, Adelaide.

Updating Personal Details
Log in to your account and edit your stored information.

Item Previously Available Now Unavailable
If an item sells out quickly, you can select “Notify Me” and enter your email. You will be contacted if stock becomes available.

Item Seen In-Store but Not Online
This may indicate that the item is discontinued or out of stock. Email online@lanalang.com.au and we will check availability with our suppliers within 3–5 business days.

Final Statement

Lana Lang Shoes has made every effort to ensure website content is accurate. While we strive for accuracy, we are not responsible for typographical or photographic errors. On rare occasions, a product may appear available but be out of stock.

For enquiries regarding products, pricing or general assistance, please contact us at online@lanalang.com.au.

Thank you for shopping with Lana Lang Shoes. We hope you love your purchase, and we are always here to help.