Every product is thoroughly inspected before shipping to ensure that you receive only the best quality items. Our aim is for you to be entirely satisfied with your purchase, so if you encounter something unexpected, we want to hear about it. We will always do our best to make sure that you are happy with you purchase. Returns will be accepted in cases where it is required under the Australian Consumer Standards or at our own descretion. Because of the nature of some items, unless they arrive damaged or defective, we can’t accept returns for custom or personalized orders, digital goods, preorders or items of an intimate nature (for health/hygiene reasons).
To be eligible for a return, your item must be unused, unaltered, and in the same condition that it was received in. Any tags or packaging must still be intact and attached. Your receipt or proof of purchase must be provided when your return is requested.
To request a return for refund purchases, please use the contact form or email us with the following details:
- Your name
- Date purchased
- Transaction details
- A description of the reason for return
- Any supporting information (such as pictures)
- Our best method of contacting you
- Your desired outcome, whether repair, exchange or refund
- You will be informed of your approval for a return within 48 hours.
If the item has a minor defect or fault that is easily repairable, it may not be necessary to make a full return. Information on how to repair it can often be provided, along with the materials (if necessary and applicable) to make the repair. Please note that if you choose this option and are unsatisfied following your own repair process, the item will no longer be accepted as a return, as it will have been altered.
Alternatively, a return may be granted, with an understanding that the item is to be repaired and reshipped once fixed. Once we receive your item, we will inspect it and notify you that we have received your item. We will immediately notify you on the status of your repair after inspecting the item. When the item is repaired, you will be notified again that the item has been reshipped.
Alternatively, you may decide to opt for an exchange. All of the conditions outlined in ‘returns’ must be met before an exchange is offered. If the item is not a one of a kind item, and others of the same line are available, your item will be exchanged for the same product. If the item you are wanting to exchange is one of a kind or is otherwise out of stock, it can be exchanged for an item of equal value, or be exchanged with an item of lesser value with the difference refunded.
If you decide on a refund, once we receive your item, we will inspect it and notify you that we have received your item. We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to you, using your original method of payment. You will receive the refund amount within a certain amount of days, depending on your payment type and payment issuer policy.
Please Note: Refunds of goods purchased using Afterpay will be subject to a 7% restocking fee. Refunds of goods purchased using Paypal will be subject to a 5% restocking fee. Restocking fees will be waived if the item is refunded on the basis of faulty manufacture and cannot be repaired or replaced.
You will be responsible for paying for your own shipping for returning the item, if it needs to be returned. Letter post is suitable for most small items such as brooches, so long as a rigid mailer is used. Return shipping costs are non-refundable. If you receive a refund, the cost of the original shipping price will be not be refunded. Should you return an item with the view to have it repaired, the repaired item will be reshipped to you at Fractured Lace’s expense.