Return and Refund Policy

Australian Consumer Law Guarantees

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. Nothing in this policy limits your rights under the law.

Faulty or Defective Items

If you receive an item that is faulty, defective or not as described, please contact us within 14 days of delivery with photos and your order details. We will arrange a replacement, repair or refund, including reasonable return postage costs. We may ask for images to assess the issue quickly.

Change of Mind Returns

For non-customised items, we accept change-of-mind returns within 14 days of delivery, provided the item is unused, unworn, unwashed and in original packaging with tags attached. Return postage for change-of-mind returns is at the customer's expense, and the item must reach us in resaleable condition.

Customised Items

Customised, embroidered, printed or otherwise personalised products cannot be returned for change of mind, as they are made to your specification. This does not affect your rights where the item is faulty or not as described — in those cases we will still arrange a remedy under the Australian Consumer Law.

Exchanges

If you would prefer a different size or colour on an eligible non-customised item, we can often arrange an exchange instead of a refund. Contact us first so we can confirm the replacement is available, then send the original back in resaleable condition. Any price difference will be reconciled at the time of exchange.

Items Damaged in Transit

If your parcel arrives damaged, please keep the packaging and contact us within 14 days with photos of the outer packaging and the item. We will work with the carrier to resolve the issue and arrange a replacement or refund as appropriate.

Warranty on Workmanship

Embroidery and printing are produced to a high standard, and we stand behind our workmanship. If a customisation fails prematurely under normal use, let us know and we will assess whether a repair, redo or refund is appropriate.

Return Process

To start a return, contact us with your order number and reason for return. Once approved, we will provide return instructions, including the address and any reference you should include. We recommend using a tracked service, as we are not responsible for items lost in transit.

Refunds

Approved refunds are issued to the original payment method within 5–10 business days after the returned item is received and inspected. We will notify you by email once your refund has been processed; the time for the funds to appear can vary by bank or card issuer.

How to Contact Us

The fastest way to start a return or ask a question is through our Contact page or by email. Please include your order number so we can help you without delay.

Store Credit

For approved change-of-mind returns, we are happy to issue store credit instead of a refund if you prefer — useful when you plan to reorder with us. Store credit is issued to your account or as a code, and we will confirm the amount by email once the returned item is received and inspected.