Refund policy
Item is Damaged/ Faulty or wrong
I just got my order and something is damaged/faulty/wrong. What do I do?
Please email us about any damaged, faulty or wrong products within 3 days of receiving the order, with the information including your full name, for replacement or refund at our discretion
- Please upload a clear image of the damaged/faulty/wrong item(s) and make sure you tell us your order number
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Our Customer Service team will review your refund/ replacement application
- Please allow 5 business days for a response from our Customer Service team confirming your refund and/or next steps
Missing an item
I received part of my order. When am I getting the rest?
Your order may arrive in multiple packages. Detailed tracking information will be emailed to you when your order is dispatched. Please allow up to 4 business days from placing your order, for the shipping details to be confirmed by email.
Can I return an item if I change my mind?
On standard items that are unused and in their original packaging we accept change of mind returns. Once the goods are received back at our premises we will notify you of next steps including the refund amount which will be minus shipping and banking fees. On custom orders or items that are cut to your specified length we do not accept returns or provide refunds unless the item is faulty. Please email our customer service team to make arrangements.
When will I receive my refund?
Depending on your bank, it can take up to 5 business days for the refund to appear in your account.
How will I be refunded?
Your refund will be issued using your original payment method.
For items purchased online with buy now, pay later service providers, a refund will be processed and your buy now, pay later service provider will be advised. Your payment plan will be adjusted to reflect the new total order value.
What does my Refund Status mean?
- Refund initiated – refund has been triggered
- In progress – refund is currently being processed
- Released – refund has been released. Any follow up should be with the customer’s bank.
Are any items excluded from the Returns Policy?
On custom orders or items that are cut to your specified length we do not accept returns or provide refunds unless the item is faulty. Please email our customer service team to make arrangements.
How do I return an item ordered online?
Please email our customer service team to make arrangements.
Consumer Rights
We abide by consumer rights laws in Victoria. if you are unsure of your rights the link below provides further details