Refund & Returns Policy
Returns & Refund Policy
Order Modifications or Cancellation
After your order has been placed the details will be sent to our packing team within 24-36 hours. Once this occurs we are no longer able to make any changes to your order.
Order modifications, change of address, or a cancellation will only be accepted if the order has not yet been processed. Contact firstname.lastname@example.org and, if your order has not already been processed, we will be in touch to help with your request.
An order cannot be cancelled once it has been processed for shipping. This usually occurs within 24-36 hours of receiving your order.
Change of Mind Returns
If you are not happy with your purchase and wish to return an item, please contact us at email@example.com so we can assist you.
• Your order number.
• The reason for your return if you are unhappy with the product.
• A photo of the product received.
A 20% handling/restocking fee will be charged for change of mind returns.
All returns must be made within 14 days of the order delivery.
Customised items can only be returned if they are damaged or incorrect. Failure to provide the correct information is an invalid reason for a refund.
Damaged/ Incorrect Order
We try our best to ensure product quality and accuracy, but sometimes mistakes happen and we sincerely apologise in advance if/ when it happens. If either of these rare occurrences happens and you have received an item that is incorrect, damaged, and/or defective please contact us within 7 days from receiving your order. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to correct your order and you will receive a response within 1 business day.
Order Not Received
If an order has not arrived after 4 weeks, or there had been no update to the tracking after 2 weeks please contact firstname.lastname@example.org so we can look into things. If it is deemed that the postal service has lost the package the order will be re-shipped.
IMPORTANT: Unfortunately, we cannot be responsible if a package is undelivered because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after ordering. Costs to reship the package will be invoiced to the customer.
We are also not responsible for failed deliveries due to the addressee not being home during the time of delivery or packages stolen after delivery.
No refund will be issued if a package was not collected from the Post Office within the required time frame. Or if you have moved and failed to arrange mail forwarding causing your order to be delivered to the wrong person.
When Will I Receive My Refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card refunds will be sent to the card issuing bank within 1-3 business days of receipt of the returned item or cancellation request. Please allow 2-7 business days for the banks to process everything and for you to receive your refund.
Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return after 7 days, please contact your bank or credit card company.