Refunds & Returns
Updated 15 September 2026.
Your Australian consumer rights
Our goods and services come with consumer guarantees under the Australian Consumer Law. Depending on the problem, you may be entitled to a repair, replacement, refund or other remedy. Our voluntary return conditions, time limits and fees do not limit these rights.
Read the ACCC guide to consumer guarantees.
Voluntary returns
For a change of mind, incorrect size or an item no longer needed, contact us within 15 days of the original purchase. Keep the original packaging and proof of purchase. Purchases from other retailers are excluded.
The voluntary return policy has a A$49 packing and handling deduction per order. You pay tracked return postage to the original warehouse. Contact us for the correct return address before sending anything.
Damaged, missing or incorrect items
Contact us promptly with your order number and details of the problem. We may ask for photographs or other information. We cover applicable return postage for damaged or incorrectly supplied goods. Consumer-law remedies remain available.
Cancellations
Contact us within 12 hours if you need to change or cancel an order, before packing or shipping begins. Voluntary cancellations have a 12.5% service and processing fee. Once dispatch has begun, use the returns process. This fee does not apply to remedies required by consumer law.
Refunds
After the return is received and checked, approved refunds are processed within 24 to 48 hours to the original payment method, or account credit if you request it. Your payment provider may take additional time to display the refund.
Personalised items
Check your embroidery text and chosen product carefully. Ask us about voluntary return eligibility before ordering personalised goods. Consumer guarantees still apply.