Terms and Conditions

WEBSITE POLICIES AND PROCEDURES

Welcome to Lana Lang Shoes.  Please read our Policies and Procedures thoroughly before proceeding with an order.  Upon making an order the customer must follow the Policies and Procedures at all times.

ABOUT LANA LANG SHOES

Lana Lang Shoes is a South Australian owned shoe retailer, successfully operating for more than 30 years.    The secret to wearing a comfortable pair of shoes is due to the design and materials used, together with a professional and accurate fitting. We sell quality crafted shoes in fashionable styles with an emphasis on shoe support and comfort. At Lana Lang Shoes we are dedicated to providing exemplary service. Our staff are both informed and experienced in shoe fitting, understanding the benefits and advantages of selecting an appropriate and comfortable pair of shoes.

We specialise in assisting customers who may suffer from foot health issues and showcase a wide range of Orthotic friendly shoes.

TERMS & CONDITIONS

Lana Lang Shoes Pty. Ltd. herein known as LL Shoes permits the user – herein known as ‘the customer’ to view and use the website www.lanalang.com.au

We may use your Personal Data for purposes necessary to provide you with our products and services as follows –

  • to register and maintain your user account and to verify your identity;
  • general marketing communications in relation to products and services;
  • process the order including any delivery requirements;
  • process returns as per LL Shoes Terms & Conditions;
  • communicate with the customer in relation to general enquiries, back orders, returns, stock availability;
  • invite you to any special events or promotions;
  • process your participation in our loyalty point redemption program.

LL Shoes reserves the right to amend the terms and conditions at any time due to changes in Consumer Law and general reviews.  Please read the terms and conditions carefully before using our website.  By agreeing to the Terms and Conditions, you confirm that you are of the age of majority in your state. By accessing and/or purchasing product from our site, the customer is legally bound to the Terms and Conditions of LL Shoes. 

 

PRIVACY POLICY

The purpose of the LL Shoes Privacy policy is to inform you of how LL Shoes manages, collects, uses, processes and discloses your personal data which is subject to the privacy conditions set out in the Privacy Act 1998 (Cth).

Protecting the Customers personal information is of the utmost importance to LL Shoes.  We are committed to protecting and processing your personal information which we retrieve from our platforms or through other channels.

Lana Lang Shoes is hosted by Shopify Inc. who provide us with an online e-commerce platform, allowing us to sell our products and services to you. Your data is stored through Shopify’s databases but LL Shoes retain all rights to the said information. 

LL Shoes cannot view and does not store any of your credit card details.

When you purchase an item from our store, LL Shoes collect personal data such as name, address, phone contact and email address.  LL Shoes also retains Profile data including your username and password, purchases history, feedback and survey responses.  Customer information will not be on-sold, shared or distributed in any way to any third party unless required by law or express consent. Where such information identifies a person, the personal data retrieved may include network and device data.

With the customers consent, we hold this information to send you emails and keep you updated with regards to new products, promotions and sales.  The customer may opt out of this service at any time as per the Unsubscribe Section detailed herein.

Changes to the Privacy Policy – we reserve the right to modify the Privacy Policy at any time, so please review regularly when purchasing from our website.

If you would like to access, change or delete any personal information we have obtained, please contact us at customerservices@lanalang.com.au

 

SECURITY

If you choose a direct payment procedure to complete your purchase, then Shopify stores your credit card data.  It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS).

Your order transaction data is only stored until your purchase transaction is complete.  After this process all transaction information is deleted.

Your credit card number cannot be viewed by LL Shoes or any other party.

LL Shoes takes reasonable precautions to protect information transmitted via the Website but cannot and does not guarantee the security or confidentiality of these communications or the security of the Website

 

LIABILITY

LL Shoes will not be held liable for any breach in the Terms & Conditions or Privacy Policy which have occurred outside our reasonable control including weather conditions, malfunction of communication (phone and/or computer system or the general operations of the business) or the inability to complete an order.

 

PAYMENT

The customer must pay for the order in full at the time of ordering by choosing one of the payment options available.

 

CUSTOMER ACCESS TO WEBSITE

LL Shoes will not be liable if the Website is unavailable to you, due to computer down time attributable to malfunctions, upgrades, maintenance activities or interruption in telecommunications suppliers

 

WHO WILL VIEW YOUR PERSONAL DATA

By making an order you authorise LL Shoes to obtain and store your personal details.

We may disclose your personal data to our employees, or other representatives for the purpose of performing services on behalf of LL Shoes i.e. Shopify or Solemate.

Logistics providers for parcel pick up services and return services.

Payment administrators who process your purchase payment on the website.

Our professional advisers, bankers, accountants.

Agents, contractors or service providers who provide operational services to us or who help provide our services to you, such as online cloud storage and processing fraud detection and monitoring, marketing or any other relevant services which requires that entity’s collection or disclosure of your personal data.

Business partners in connection with the processing of any promotion, event or service organised by us.


SHIPPING

Orders are processed and shipped within 1-2 business days to metropolitan areas via Australia Post. It is the customer’s responsibility to provide the correct shipping/delivery address for an order. If the wrong delivery address is provided by the customer, LL Shoes will not be held responsible for your parcel nor provide a refund for an order not received.  Any costs incurred to retrieve a misplaced order will be the responsibility of the customer.

Once the customer’s order is dispatched, the customer will receive an email with tracking details.

Should replacement stock be available, LL Shoes will send another order at the customer’s request. The customer is liable to pay for the additional order and additional postage.

 

FREE SHIPPING

Free Shipping on all orders over $250.00

 

DELIVERY

The estimated delivery time is 3-7 business days, dependent on Australia Posts delivery schedule. Orders may be delayed during a promotion period or may take longer if being shipped to regional areas or interstate.

LL Shoes does not take responsibility for orders lost, stolen or delayed in transit as a result of a third party.  Delivery times can change due to unforeseen circumstances such as severe weather, holiday periods and weekends.

Australia Post will endeavour to leave parcels in a safe place, if this no suitable safe place is available, a card will be left with instructions to pick up from your local post office.

QUALITY ASSURANCE

All products are thoroughly checked prior to dispatch for customer quality assurance.

 

WARRANTY -

All products sold at LL Shoes are not covered by warranty. Under Australian Consumer Law (ACL), all products come with automatic consumer guarantees. Please refer to https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees for more information.

 

STOCK

All products are subject to availability. In the event that there are multiple purchases of an item simultaneously, and the goods become unavailable, you will be notified by email and refunded all costs incurred within 3-5 business days.

LL Shoes has taken all reasonable efforts to ensure that the stock quantity levels contained in this website are accurate. While we strive to be as accurate as possible, from time to time an item showing current availability can actually be out of stock due to recent orders received. Therefore LL Shoes or its affiliates will not be held responsible for any inconvenience, disruption or indirect problem resulting from non-availability of stock.

The content contained in the LL Lang website is subject to change at any time without notice, including: pricing, colour, photos, descriptions, stock availability or any typographical errors. 

 

PRICE OR PRODUCT MODIFICATION

Prices are subject to change without notice.  Prices may change due to a promotion or sale or incorrect data information.  LL Shoes are unable to offer price protection, retroactive discounts or refunds for previous purchases made prior to any such event.

 LL Shoes reserve the right at any time to discontinue or modify product sold.   Product information detailed on our website is based on information provided to us by a third party ie. manufacturer or supplier, therefore LL Shoes will not be held responsible for any inaccuracies or errors generated on our website. 

 

FAULTY STOCK

A faulty Stock claim must be made within 14 days from receipt of your order.

Please contact LL Shoes at online@lanalang.com.au detailing your name, order no. and a description of the fault.  Should you be able to provide us with photographic evidence, this will enable us to determine the outcome quickly and the customer will receive a response within 2-3 business days.

Upon a successful inspection of the faulty stock, LL Shoes will issue a replacement, a refund or a store credit. LL Shoes will also refund postage costs incurred.  This process will be completed within 5 business days.  All refunds will be processed via the same payment method as per the original purchase transaction.

 

SIZING

To help you determine the best size for your individual needs, we recommend that you compare your measurements with those on our sizing charts.  Choosing the perfect fit for your feet is paramount for foot comfort and durability. At LL Shoes we value the importance of choosing the correct shoe and size for each individual customer.

 

RETURNS POLICY

If the Customer would like to return or exchange an order, they can do so by contacting us at online@lanalang.com.au or by phone 0424 197 898.

All returns must strictly adhere to the following conditions:-

  • the purchased item must be returned within 30 days of receipt of delivery via trackable post only;
  • the purchased item has not been worn or damaged and is in its original state;
  • the shoes must be returned in the same shoe box in its original condition;
  • all original price tags, return tags and manufacturers tags/labels must still be attached to the product;
  • proof of purchase is required;
  • a completed returns form sent with your purchase.

Should the consumer not comply with the above conditions a refund or exchange will not be issued.

LL Shoes will not accept a return if the said item has been purchased at a sale price.

LL Shoes are not responsible for any ‘returns’ postage for a ‘change of mind’.

All refunds for stock returned will be processed only via the original purchase payment method.

LL Shoes will not be held responsible for any return parcels lost in transit, or damaged in transit.  We recommend the customer keeps a copy of the couriers tracking no. for any follow up matters.

If you are unable to come into our physical Gouger Street store, returns must be sent to the following address only by trackable post.

Address - Lana Lang Shoes, 62-72 Gouger Street, Adelaide SA, 5000 

All returns will be processed within 5 business days upon receipt of goods.    

Online cancellations & order amendments

Unfortunately, we are unable to cancel or make any amendments to any online orders after your order is placed. Amendments may include but are not limited to:

  • Change of delivery address
  • Changes to colours and sizes
  • Adding or removing items
  • Applying discounts
  • Full order cancellations

Please ensure all details provided are full and correct at the time of order placement.

 

PRODUCT ON SALE

Any item purchased on sale at a reduced price from the original recommended retail price is not entitled to a refund unless the product is deemed faulty on delivery. 

 

PRICE PROTECTION

If you purchase an item which later goes on sale, we do not offer refunds on the price difference from the original price to the discounted price nor do we offer a full refund.

 

PRICE MATCHING

We generally follow the recommended retail price and we are therefore unable to price match other retailers.

 

REPLACEMENT

We are unable to hold items for exchange while we wait for your return item to be returned.

Should you prefer an exchange of product, and we do not have the item in stock, we will then offer you a refund or a store credit to the value of the original purchase price.  Should LL Shoes be able to provide you with a replacement of the product, the customer is responsible for all additional freight costs incurred for this exchange/replacement.

 

CANCELLATION OF AN ORDER BY LL SHOES

We reserve the right to reject an order for any reason such as database error or product unavailability.  The customer is not entitled to compensation for loss of time or inconvenience which may result from such an issue.

 

CANCELLATION OF AN ORDER BY THE CUSTOMER

If you wish to cancel your order, please contact LL Shoes immediately at online@lanalang.com.au  If the order has been processed it cannot be cancelled and the item ordered will need to be returned by strictly following our Returns Policy stated on the website.

 

STORE CREDIT

A store credit is valid for a period of twelve months from the date of issue. Store credits cannot be converted to cash at any time.

 

DISCONTINUED STOCK*

We apologise for any inconvenience if the requested product has been discontinued by the manufacturer. Once current stock is sold out, this product will no longer be available

 

UNSUBSCRIBE

The customer can choose to opt out of receiving promotional information from LL Shoes at any time by selecting ‘unsubscribe’ on our website.


GIFT VOUCHERS

Lost or stolen Gift Vouchers cannot be refunded or replaced.

Gift Vouchers cannot be converted to cash at any time.

Any unused balance will remain on the Gift Voucher only 

Gift Vouchers cannot be reloaded.

 

COMPLAINTS

If you think LL Shoes have breached the Privacy Act or wish to make a complaint about the way we have handled your personal information, please contact us at online@lanalang.com.au

Please include your name, email address and/or telephone number and clearly describe your complaint. We will acknowledge your complaint and respond to the matter within a reasonable period of time, generally 2-5 business days. If you think that we have failed to resolve the complaint satisfactorily, contact us on the email address above and we will provide you with the relevant steps to take this matter further.

 

CUSTOMER ENQUIRIES

Please direct all customer enquiries to the following email address:

online@lanalang.com.au and we will endeavour to respond to your email within 1-2 business days.

 

FAQ

Returns Policy – Please refer to the above policy located in these Terms & Conditions.

How do I check the progress of my order – You will receive a tracking number upon confirmation of your order.  This will enable you to track the status of your order and the delivery date details.

How do I send back an order – Please refer to the Returns Policy on our website and strictly follow the instructions.

How do I purchase a gift voucher – A gift voucher can be purchased online or at our Gouger Street shop.  Please refer to the Gift Voucher section of our website.

If my personal details are wrong or have changed, how do I update this information – Go to My Account on our website and delete any of your incorrect/changed stored data and amend these details accordingly.

I saw what I wanted on your site this morning but now it isn’t available anymore – Our products often sell out quickly, therefore become unavailable in a short time frame. If you would still like to purchase an item please press ‘notify me’ next to the required item leaving your email address, and you will be contacted immediately stock comes to hand.

I have seen an item in your store that I would now like to purchase but I can’t find it online – This item has either been discontinued or is now out of stock.   You can email LL Shoes at online@lanalang.com.au with your request and we will endeavour to source the item from the supplier and inform you within the next 3-5 business days. 

 

FINAL STATEMENT

Lana Lang Shoes has taken responsible and reasonable efforts to ensure that the content contained in this website is accurate. While we strive to be as accurate as possible, we are not responsible for typographical or photographic errors. Occasionally an item showing as available can actually be out of stock due to various reasons. Should you run into an issue with products, pricing or other general questions, please refer below to contact us.

Thank you for shopping at Lana Lang Shoes.  We hope you enjoy your new purchase; should you have any queries, please do not hesitate to contact Customer Service on online@lanalang.com.au