~Our current turnaround time is 1-2 weeks~
~Our current turnaround time is 1-2 weeks~
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Returns & Refunds

With the exception of items that are defective on arrival, all handmade, customised or personalised items are classified as "Special Orders" under Australian and Queensland consumer law and are not eligible for return, refund or exchange.

Well that's what the law says, but please contact me if you have any problems with your order and I'll see what I can do - I am always happy to help where I can.

Order Cancellations

Orders cab be cancelled within 12 hours for a full refund. 

General Conditions:

In all cases:

  • The item must first be returned to us before a replacement, exchange or refund can be made.
  • The item is to arrive back here in its original condition (the condition that it was shipped in, and in original packaging) to ensure that a full refund is able to be given.
  • You will be responsible for return shipping costs.
Defective On Arrival

We will exchange or refund any items that are defective when received. The faulty item must be returned to us in the condition that it was received, and in its original packaging.

Please email us within 7 days of delivery letting us know the nature of the fault, photos of the issue, and whether you would like a refund or a replacement.

Change Of Mind or Purchased In Error

Under Australian and Queensland Consumer Law we aren't required to provide a refund, exchange or replacement if we have supplied exactly what you ordered but you have subsequently changed your mind, or realised that the size, colour or design that you ordered was not what you were after.

Having said that, please contact me as I'm always happy to talk through your issue with you and see if there's anything I can do to help you out.

Unsolicited Returns

In the case of any return item received, regardless of reason, where you have not contacted us prior, the product value of your returned item will be automatically refunded (without replacement) less, dependent on the condition of the returned item, either a restocking fee of 20% for “as new” goods, a “used goods” refund reduction of 40%, or a “damaged goods write-off” refund reduction of 75% of the price originally paid. The assessment of the condition of the returned item will be at our sole discretion. 

Any return postage costs will also be deducted from your refund.

Wholesale Orders

Exchanges on wholesale orders are not permitted unless agreed to prior.

Compliance
This return and refund policy is in accordance with the Refund Policy Guidelines of the Australian Office of Fair Trading.