Returns & Refunds Policy
Timeframe: You can change or cancel your order within 12 hours of placing it. After 12 hours, no changes can be made as your order will have been sent for processing.
How to Change or Cancel: To change or cancel your order, please contact us with your order number or full name. We'll confirm the change or cancellation via email.
Adding Items: If you want to add items to your order, it's faster to place a new order separately.
Refund Processing: If you cancel your order within 12 hours, the refund will be processed immediately, and the funds will be returned to your account within 1-10 business days, depending on your bank's processing time.
How to Request a Refund, Replacement, or Exchange
Contact customer service with your order number and request.
How to Request a Refund or Replacement for a Lost or Missing Package
Contact customer service with your order number and request.
To be eligible for lost shipment refunds or replacements, they must be at least 15 days past the longest estimated delivery date in your order confirmation email.
For example, if the estimated delivery is September 1-11, add 15 days, making it September 26, 2024 to be eligible.
Timeframe & Eligibility Criteria
Timeframe: You have 180 days from the delivery date to request a refund or replacement (e.g. lost in transit), or exchange (size/style).
If the order has no delivery date, it will be prioritized based on the fulfillment date.
If approved, items must be returned in their original condition within 60 days after we send you a return address.
Cash Refunds: Cash refunds are only available for damaged items, errors on our part, or lost shipments.
No cash refunds are given for:
- custom engraved or personalized items
- change of mind or if you dislike the look
Exchange, replacement or store credit is still available for these items however.
Replacements and Exchanges: One exchange available for all items ordered, including damages, errors, lost shipments, personalized items, wrong sizes, or change of mind. If after your return is received it is approved, a replacement or exchange order will be created and you will receive a new order confirmation sent to your email.
Store Credit: sent as an e-Gift card to the email used for your original order, valid for 2 years and is available for all orders, including damages, errors, lost shipments, personalized items, wrong sizes, or dissatisfaction. The full order value will be issued as store credit and emailed to you once your return is received and processed.
Gift Cards: Are non-refundable
Processing Time: Refunds, replacements, and exchanges are processed within approximately 14 business days after receiving your return in the mail.
Return Shipping Costs:
Exchanges or change of mind: buyer covers the return shipping, but for exchanges or replacements we'll cover the cost of shipping the new item to you. If personalized, we'll also customize it again for free.
We also allow one more additional exchange if your first exchange still does not meet your expectations (e.g., due to sizing or fit). However, a small fee will be charged to cover the costs of additional production, packaging, and international shipping for the second exchange. If further changes are required after the second exchange, the items will need to be repurchased at their full current price.
Damaged items or errors caused by us: For damaged items or errors on our part, we’ll cover up to $20 AUD of the return shipping cost as store credit (sent as an e-Gift card to your email). We’ll then send you a brand new replacement or issue a full refund after we have received your return in the mail and it has been processed.
Please note that no cash refunds will be given for return shipping costs.
Where to Send Your Return
Return Address: Please do not send items back to the designer or manufacturer. All returns must be sent to our store in Victoria, Australia to be eligible.
We will provide you with the return address once you have submitted or contacted us with a request.
Sale, Personalized, and Gift Items
Sale Items: Sale items can be returned for the discounted value paid.
Personalized Items: Custom engraved or personalized items can be returned for exchange or store credit but not for cash refunds.
Gift Items: Gifts can be returned for store credit or exchange but not for cash refunds.
Late or Missing Refunds
If you haven't received a refund yet, check your bank account and contact your credit card company. Processing time may vary.
If you've done all this and still haven't received your refund, please contact our customer service.