Frequently Asked Questions
Ordering and payment
How can I pay?
We accept credit and debit cards through Shopify Payments, PayPal and Afterpay.
Do you sell gift vouchers?
Yes, gift vouchers are available online and in-store. Gift vouchers can't be refunded for cash.
Can I buy online and collect in store?
Yes, pick up is available at our Evandale, Campbell Town & Hobart stores. If your item is available at a particular store, you'll see the option for pick-up at checkout.
Do you gift wrap?
Our gift wrapping service is available in-store during seasonal gifting periods like Christmas. Ask our lovely staff while in-store how they can help you.
Is everything in your stores available online?
No. We have a specially chosen selection online, and our full range is in our four Tasmanian stores. If you're after something you've seen in store, give that store a call and we'll do our best to help.
Delivery
How long does delivery take?
We aim to dispatch standard orders within 2 business days. Australia Post estimates standard delivery takes 7 to 10 business days from dispatch. Express orders are dispatched the day you order and usually arrive in 3 to 5 business days, although this isn't guaranteed. Big, bulky or breakable items can take up to two weeks.
How much does delivery cost?
| Orders up to $100 | Orders up to $200 | Orders over $200 | |
|---|---|---|---|
| Standard (7–10 business days) | $10 | $18 | Free |
| Express (3–5 business days) | $15 | $25 |
Do you offer free shipping?
Yes, standard delivery within Australia is free on orders over $200.
Do you ship overseas?
Yes. If you order from outside Australia, we'll contact you within 24 hours with the shipping cost, which depends on the size of your parcel and where it's going. As a guide, a small satchel (up to 500g) costs about $29.55 to New Zealand and $41.35 to the US or Canada. See our shipping policy for the full table.
How do I track my order?
All orders go by Australia Post with a tracking number. If your parcel is late or you'd like your tracking number, email us at evandale@lakeleather.com.au.
Returns, refunds and warranty
Can I return something if I change my mind?
Yes, for most full-price items bought online. Let us know within 14 days of receiving your order, and make sure the item reaches us within 30 days of purchase. It must be unused, in its original packaging, with tags attached, and you'll need your receipt or proof of purchase.
Can I return sale items?
Sale items can't be refunded for a change of mind, but we may offer an exchange or credit voucher. This doesn't affect your rights if a sale item is faulty.
What's the return policy for things I bought in store?
In our stores, we don't refund for a change of mind, but you can exchange the item or get a credit note. We can't take postal returns for change-of-mind items bought in store.
How do I send a return?
Fill in the packing slip that came with your parcel, create a return with Australia Post, and post it to Lake Leather, 3 Russell Street, Evandale TAS 7212. Return postage is at your cost. For items over $75, we suggest using tracked postage.
How long do refunds take?
Please allow 10 business days from when we receive your parcel. We'll email you once your refund has been processed. Original postage costs aren't refunded.
What if my item is faulty?
All our products have up to 12 months' warranty on manufacturing faults, with proof of purchase. Bring it back to where you bought it, or email us, and we'll repair, replace or refund it. Normal wear and tear isn't a fault. This is on top of your rights under Australian Consumer Law.
Is it a fault if my leather has marks or colour differences?
No. Real full-grain leather is a natural product, so every piece has its own texture, markings and colour. These variations show it's genuine.
Sizing
How do I find my shoe size?
Stand on a sheet of paper with your heel against a wall, mark the tip of your longest toe, and measure from the wall to the mark in centimetres. Match that to our footwear size guide. If you're between sizes, we recommend going up.
Will leather shoes stretch?
Yes, leather softens and moulds to your foot with wear, so a snug fit at first is normal. If a spot pinches, a leather stretch spray can help.
Can you help me with sizing?
Yes. Email or call any of our stores and we'll help you choose the right size for your foot and the style.
Leather care
How do I look after my leather?
Keep it clean, condition it every three to six months, protect it with a water and stain spray, and store it somewhere cool and dry out of direct sun. Our leather care guide has full instructions for bags, boots, suede, sheepskin and cowhides.
Do you sell leather care products?
Yes. We stock cleaners, conditioners, oils, polishes, brushes and protector sprays. Shop our Leather and Footwear Care range online, with more in store.
Do you repair leather goods?
Our Evandale workshop has limited availability for repairs. Give us a call or drop in and if we can't help with a repair we can definitely offer you good advice on who can!
About us and our stores
Where are your stores?
We have four stores in Tasmania:
- Evandale: 3 Russell Street. Open 7 days, 9:30am to 4:30pm. 03 6391 8888.
- Campbell Town: 98 High Street. Open 7 days, 9:30am to 4:30pm. 03 6381 1414.
- Hobart: 367 Elizabeth Street, North Hobart. Monday to Saturday 9:30am to 4:30pm, Sunday 10:30am to 3:30pm. 03 6278 7154.
- Strahan: Shop 2, 21–23 Esplanade. Hours change seasonally, so please call 0459 540 170 to confirm.
Do you make your own products?
Yes. Our Evandale workshop makes belts, bags, purses, aprons, book covers and more, and The Tasmanian Slipper Company, our own brand, makes sheepskin slippers and boots in Evandale. We also stock quality brands such as R.M. Williams and Akubra.
Is Lake Leather an Australian business?
Yes. Lake Leather is a small, family-run business, Tasmanian owned and operated. Find out more on our facts page.
How do I contact you?
Email evandale@lakeleather.com.au or call 03 6391 8888. You can find every store's details on our Contact Us page.
