1. In Pre-sales issue, choose Bulk Order / Customization Request.

2. Click the green button to download the template → fill it in → upload it as an attachment to this ticket (Attach Files).

3. If you can’t download/upload, paste the details item by item in the Description field.

What to include (recommended):

• Window/room reference (optional)

• Product SKU (e.g., LM.2025)

• Curtain size: Width × Height (cm) — one window per line

• Lining / blackout needed?

• Track/Rod/Accessories: needed? which type

• Qty for each size

• Delivery postcode + address type (Residential / Commercial)

• Desired arrival date / project deadline (if any)

• Company details (if you need a Tax Invoice)

File formats: .xlsx / .csv / .pdf / .jpg / .png — ≤ 20 MB per file
Response time: We reply within 24 hours on business days (Sydney time) with a quote and production/lead time. After confirmation, we’ll send an order link or pro-forma invoice for payment.
Tip: If you have drawings/site photos, upload them to help us quote faster and more accurately.

• Order confirmation email — the subject line includes “Order #…”.

• My Account → Orders — sign in with the email used at checkout.

• Checkout confirmation page — shown right after payment.

• Invoice/packing slip — included with your shipment.

• (If enabled) SMS/email updates may also show it.

Can’t find it?

• Search your inbox (and Spam/Promotions) for “Lemonho” or “Order #”.

• If you paid with PayPal/Apple Pay/Google Pay, check the email linked to that wallet.

• Still stuck? Email hello@lemonho.com with your name, email, phone, and delivery postcode and we’ll locate it for you.

• In your support ticket, choose After-sales Issues, then select Curtain Size Modification Request from the dropdown.

• My curtain size modification request (what to send us):

  • Order number

  • SKU(s) to be changed

  • New size(s) — W × H (cm)

  • Notes/remarks

Before production (review / queued):
Changes are free of charge. We’ll verify the update and refresh the quote and lead time.

In production (allocated / cutting / sewing):
Minor adjustments may still be possible, but modification fees may apply and the schedule may be affected.
If materials or processes change, any price difference will be charged/refunded and the order will be re-reviewed.

Shipped / in customs or export process:
Size/spec changes are no longer possible. Any change would require a remake / new add-on order.

Tips: Please avoid large changes as they can significantly impact price and timing. After you submit a change request, we’ll review feasibility and confirm any costs promptly.
Response time: within 24 hours on business days (Sydney time).

We’re sorry for the inconvenience! Once we receive your support ticket, we’ll provide an initial plan within 1 business day (Sydney time).

Please go to the Support Center, choose After-sales → Wrong / Damaged / Missing, and briefly describe the issue in the description field.

1) Quick checks

• Your order may have been shipped in multiple parcels (ocean leg and last-mile courier use different tracking numbers). Please check whether another parcel is still in transit.

• Review the packing slip and order details to confirm whether it’s a wrong item / damaged item / missing items issue.

• Local courier scans can lag by 24–48 hours; please keep an eye on tracking updates.

2) What to include in your ticket

To speed up verification, please provide the following (clear, zoomable photos help a lot):

• Order number (# {order_number}) and recipient details

• Issue type & details:

  • Wrong item: the actual SKU / color / size received

  • Damaged item: location and description of the damage/stitching/accessories issue

  • Missing items: the SKUs and quantities that are missing

• Photos of the outer carton and shipping label (weight visible if available)

• Detailed photos:

  • Wrong item: close-ups of the item’s SKU label / color / size you received

  • Damaged item: overall photo + close-ups of the damaged area

  • Missing items: flat-lay of all items received + the packing slip

• Optional: unboxing video; internal packing list (if any)

During processing, please keep the outer carton and all inner packaging for carrier claims or pickup if needed.

3) What we’ll do

• We’ll complete an initial investigation within 1 business day (pick/pack records, weight logs, tracking data, multi-parcel check).

• Once verified, we will proceed directly and inform you in the ticket:

  • Wrong item — Re-ship the correct item at no cost. Low-value mis-ships may be waived return; otherwise, we’ll provide a prepaid return label. Expedited shipping may be used if needed.

  • Damaged item — Free replacement or parts shipment; we’ll also open a carrier claim and upgrade shipping if necessary.

  • Missing items — Free re-shipment of the missing SKUs; if another parcel is in transit, we’ll share the second tracking number and ETA.

4) Resolution notice

We’ll update your ticket with the new tracking number(s) and link(s) and the estimated delivery time (ETA), and continue to post progress updates.

5) Notes

• Custom-made products are not eligible for change-of-mind returns, but wrong / damaged / missing issues are fully covered under our warranty and after-sales policy.

• If a temporary stockout prevents immediate dispatch, we will directly arrange an equivalent or upgraded replacement (free expedited shipping) or a partial refund for the missing portion (based on warehouse & support confirmation) and notify you in the ticket—no extra action required from you.

• Please keep all packaging and relevant proofs until the case is closed.

Eligible / can be handled

(Request approval first and provide evidence within 7 days of receipt.)

• Ready-made hardware & accessories: Unused, in original packaging/tags, and wrong item or defective.

• Made-to-order items with a manufacturing defect (e.g., wrong fabric/lining/opening style, clear size deviation, workmanship issue).
  → Resolution: Free remake / replacement / refund (partial or full), depending on severity.

• Lost in transit: If confirmed by the carrier, we’ll arrange a replacement shipment (generally a re-ship rather than a traditional return).

Industry tolerance: Size deviations within ±2.5 cm (≈ ±1″), minor creases from shipping, etc. are considered normal and not defects.

Not eligible

• All custom-made items based on customer input (non-quality reasons); designer customs as well, unless a confirmed manufacturing error.

• Measurement/selection errors by the customer; change of mind, perceived color/style mismatch.

• Minor color variation from lighting, screens, or dye lots; sizes within tolerance.

• Final Sale/Clearance, items that have been washed/altered/used.

• Fabric swatches, sample books/cards.

Fees & process (important)

• All returns require pre-approval.

• For non-quality-related returns that receive prior approval, Lemonho will issue a refund equal to 70% of the original order value. A 30% deduction is applied to cover processing, packaging materials, and the cost of the original outbound shipment (including any subsidized “free shipping”). Customer is responsible for return freight.

• Quality issues: free remake/replacement or refund.

• Refunds are processed 3–10 business days after the return is received and inspected.

Packaging requirements

• Use sturdy cardboard boxes and proper protection.

• Do not use soft bags/thin wrapping; damage caused by poor packaging may lead to refusal or deductions.

Quick rule of thumb

• “Defect / wrong item / lost” → We handle remake / replacement / refund / re-ship.

• “Custom item, non-quality reason” → No return; if exceptionally approved, 30% deduction & return shipping by customer.

• “Size ≤ ±2.5 cm, minor color/creases” → Normal range, not returnable.