Customer Care

Laguiole Australia is committed to providing exceptional customer service and quality products. Our aim is to make your shopping experience with us as easy as possible.

For product, order or wholesale enquiries please get in touch with us by completing our Contact form. We endeavour to respond to all messages within 1-2 business days.  

Our Promise

 

Orders are processed within 1-2 working days. We endeavour to ensure that all products listed in our online store are currently in stock and pricing is true and correct.  In the event that an ordered item is unavailable or we are unable to fulfil your order, we will notify you within 1-2 working day to arrange an agreeable alternative item, a backorder or a full refund.

 

Once despatched, we will send you a tracking number. Upon delivery, you will be required to sign for your order. Parcels cannot be left unattended. Standard delivery timeframes are between 5-10 working days (within Australia). Please contact us for international shipping and expediting orders.

Warranty

 

The warranty period starts from the date of purchase. All products purchased through this online store (Laguiole Australia) are covered by 24-month warranty against manufacturing faults.  A warranty claim must include the order number, damage description and photographs.

 

A faulty piece will be replaced within 14 days if it is found to be defective - exclusive of damage caused by improper or unreasonable use. The warranty applies to the original owner and is non-transferable. It does not cover normal wear, chips in knife blades, broken knife tips, rust, discolouration from food, damage or breakage due to improper use, improper maintenance, accidents, loss, or theft. Modifying a product in any way voids this warranty.

Improper use includes:

  • cutting hard substances, for example frozen foods, bones, hard nuts, and hard cheeses

  • using an item as a screwdriver, can or bottle opener, and so on

  • dropping an item on the floor or hitting against other hard surfaces

  • not following the care instructions provided in the Buying Guide section .

Laguiole Australia may request the return of a faulty item. In this case, a reply paid label will be provided (free shipping). 

Returns

 

Laguiole Australia understands that buying online can be filled with uncertainty. That's why we provide you with a worry-free 14-day satisfaction guarantee. This means that you if you change your mind, you can return a product within 14 days of the delivery date. You are responsible for paying for the return shipping charges and advising us of the tracking number,  Laguiole Australia is not responsible for any items lost or damaged during return shipping.

For change-of-mind returns, the complete product must be returned in the original factory condition, that is, not damaged, opened or used. Any shrink-wrap must be intact. Returns must be wrapped in bubble wrap and returned in a shipping carton for protection during shipping. You are entitled to a full refund of the original purchase price provided the item is returned in the original condition.  A 20% restocking fee applies for returned items that have been either opened or returned with damaged or missing packaging. The refund payment will be processed within 1-2 days of receipt of the returned product.