Return policy

Last updated: December 10, 2025

This Return & Refund Policy is operated by Lunelle, trading as SureShape (“we,” “us,” and “our”).
At SureShape, your comfort and confidence come first. We know shopping for bras and shapewear online can feel personal, so we aim to make the return process as clear and stress-free as possible — all while complying with the Australian Consumer Law (ACL).

By placing an order, you agree to the terms outlined below.

1. Returns and Exchanges

Not happy with your order? We’re here to help. You have the right to request a return within 14 days of receiving your order, but at SureShape we offer a 30-day satisfaction guarantee to give you extra time.Once we receive your returned item, your refund will be processed within 14 business days.Return shipping costs are the responsibility of the customer except where items are faulty, damaged, or not as described (as required under ACL).

1.1 Pre-fulfillment refunds:

Our orders are sent into automated processing immediately after checkout. Because this process cannot be paused or reversed, we are unable to cancel or modify orders once they have been placed. 

1.2 Post-fullfilment orders 

If your order has been fulfilled and has a tracking number, you can return it for a refund, store credit. Returns must be requested within 30 days of receiving your order. Items must be in new, unworn, unwashed condition, with original packaging and tags attached.

2. How to Start a Return

To request a return, simply email us at info@sure-shape.com within 30 days of purchase. Please include:

1. Your order number

2. Proof of purchase

3. A short explanation of the reason for return

Our team will review your request within 4–7 business days and confirm eligibility. Once approved, we’ll guide you through the next steps and provide the correct return address.

Important: Please wait for our confirmation before sending your item back. We recommend using a trackable shipping method to ensure safe delivery. We also ask that you include a clear photo of the items inside your package before shipping — this helps us process your refund quickly and accurately. 

Damage during transit: Lunelle is not liable for items that are damaged or lost during return transit, so we kindly ask you to package your items securely and use a trackable shipping service.

Once we receive your return, our team will carefully inspect it. If the item meets the required conditions, your refund will be approved and processed. You’ll receive an email confirmation within 3–7 business days once your refund has been issued.

3. Eligibility for Refund

1. Item(s) must be initiated for return and placed in the post within 30 days of the date your order is delivered/received.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be returned in the original packaging, and in ‘as new’ condition. This includes attached tag, ribbons and specialty packaging.
4. You must provide a photo of your item/s prior to shipping so we can assess the condition

4. Return Shipping costs

Shipping costs are final and non-refundable.

• Change-of-mind returns: the customer pays for return shipping.
• Faulty, damaged, or incorrect items: SureShape covers reasonable return shipping costs or provides an alternative remedy.

The return address we provide may be the address of our overseas supplier, which means return shipping costs may be higher. For this reason, we will always try to offer an alternative solution first — one that is in your favour whenever possible.

5. Refunds

Once we receive and inspect your return, we’ll process your refund or exchange.Refunds will be applied to your original payment method. Please allow 7–10 business days for processing. Depending on your bank or card provider, refunds may take 1–2 billing cycles to appear on your statement. You will receive an email confirmation once your refund has been processed.

6. Damaged or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, notify us within 14 days of delivery at info@sure-shape.com

Please include photos of:

• the item
• any defects
• the packaging
  

For major failures, you are entitled to a replacement or full refund.
For minor issues, we may offer a repair, replacement, or refund, as defined by ACL.

7. Shipped but Claimed Not Arrived

If your order is marked as “Delivered” by the carrier but you haven’t received it, refunds and returns aren’t available immediately.

Here’s what to do:

If your package doesn’t arrive within 20 days of your shipping confirmation, please email us at info@sure-shape.com no later than 27 days after shipment.

Our team will work directly with the carrier to investigate and find the best possible solution for you, whether that’s locating the package, sending a replacement, or exploring other options.

8. Non-Returnable Items - Hygiene & Sanitary

We cannot accept returns for:

1. Worn, washed or altered or modified products

2. Items not in their original condition and packaging

9. Defective items

If your item arrives with an issue, we’ll make it right with a refund after our team reviews and confirms eligibility. Defects include:

1. Wrong color received

2. Cuts, holes, or visible tears

3. Broken straps, hooks, or stitching flaws

To speed up the process, we ask for clear photos of the defect and the original packaging.

10. Non-compliance with policy 

Lunelle may decline requests that do not meet the guidelines in this policy, except where doing so would conflict with your rights under the Australian Consumer Law.

By placing an order with Lunelle (SureShape) , you agree to the terms outlined in this policy. From time to time, we may update these terms to better serve you. Any changes will always be posted here, and we encourage customers to review them periodically.

For any questions or special situations, please don’t hesitate to reach out to our support team. 💌 info@sure-shape.com. We’re always here to help you feel supported — in every way.

 

This policy applies only to purchases made directly on www.sure-shape.com. 
Lunelle, trading as SureShape, reserves the right to make decisions in accordance with this policy and the Australian Consumer Law (ACL).