Returns & Refunds

Damaged, faulty or incorrect items

If an item arrives damaged, appears faulty or differs from the agreed order, contact us with your order reference and a description of the problem. Photos of the item and packaging can help explain what happened.

Keep the item while the issue is assessed. Please confirm the return instructions and address before sending anything back.

Personalised products

Check names, spelling, designs and other personalisation details before confirming an order. If you spot a mistake or want to change a request, contact us promptly; the options may depend on whether work has started.

Personalisation does not remove rights you may have if an item is faulty, unsafe or not as described.

Changed your mind?

Change-of-mind requests are different from claims about a faulty or incorrect item. Please confirm whether change-of-mind returns are available for your chosen product before ordering, particularly for an item made to your instructions.

No fixed change-of-mind window is published on this page. Ask about eligibility and any agreed conditions for the specific item.

Your consumer rights

Nothing on this page limits rights or remedies that cannot be excluded under applicable consumer law. Where Australian Consumer Law applies, a major product problem can entitle you to choose a refund or replacement; other problems may call for a different remedy.

Keep proof of purchase if available. Original packaging is helpful when discussing damage, but it is not a blanket condition for a statutory remedy. You can read more in the ACCC’s consumer guidance.

Agreeing the next step

The next step depends on the issue and the rights that apply. Return arrangements, an appropriate remedy and any refund timing will be explained as the enquiry is resolved. Please don’t post an item to an unconfirmed address.