REFUND & RETURNS POLICY

We quality check all the products we sell, and have vetted a large number of courier companies and mail systems in order to provide you with a consistent, high standard of service.

While we cannot be responsible for non-delivery due to customs or address issues, it is not in our best interests or yours for a gift not to be delivered –  and we believe in win-win situations! So we only work with couriers and mail companies that have full tracking of goods which must be signed for, to ensure safe delivery to the correct address; and have a clearly defined policy on refunds.

Our policy on any issues is detailed here:


Overseas delivery

All our overseas delivery parcels are sent with DHL Express, who are a reputable International delivery company.

All parcels are tracked and signature is required on delivery unless you request the gift to be left in safe place at your own risk.


Full Refund – overseas delivery

A full refund is given when all the following circumstances are met

  • Correct contact name, address, and local phone number for the receiver overseas have been given;
  • Parcel has not been able to be released from customs due to issues not related to getting in touch with the receiver to get further information (i.e. if additional information is requested from customs it is provided from the person they have requested it from, often the receiver);
  • All efforts have been made by ourselves and you to respond to requests for further information.

Partial Refund – overseas delivery

A partial refund is defined as the total freight + shipping price you paid for the goods less freight, duties, taxes, and customs clearance charges incurred by us.

A partial refund on overseas gift delivery is given when all the following circumstances are met:

  • Correct contact name, address, and local phone number for the receiver have been given;
  • Parcel has not been able to be released from international customs due to lack of information provided (as requested) by yourself or the receiver;  or lack of response from yourself or the receiver for further information.

OR

  • Correct contact name, address, and local phone number for the receiver have been given;
  • The parcel has cleared customs and the local courier has not been able to deliver the parcel for any of the following reasons:
    • The person was not at home at time of delivery and has not responded to the card left by the courier, or the voicemail left by the courier to confirm when is a better time or location for delivery;
    • The request to leave the parcel in a safe place without signature has been not been complied to because the local courier does not deem the location to be safe (e.g. in the case of an apartment block where the parcel would need to be left on the street); AND the receiver has not responded to the courier’s voicemail or the card left by the courier company requesting better time/ address for delivery.

No Refund – overseas delivery

  • Where shipment delivery has been delayed due to circumstances beyond our control, such as in extra customs checks, but ultimately gets through to the receiver, there will be no refund or return on items, as this is completely out of our control.

If you are unsure or want to know more, please chat with us 24-7 on the link below, or email us at info@istillcallaustrlaiahome.com with your specific question.


Damaged Goods

For items received damaged, please take a photo of the item within 24 hours of receipt, and send to info@istillcallaustraliahome.com. We will either refund the damaged item or send a replacement item at no extra charge.


Handmade items

Some of our stock, such as our ceramic products, are individually hand-made, one-off designs.  All our stock is quality checked and we do not make refunds based on the unique nature of our hand-made items; nor do we make refunds based on slight colour variations from our website.


Sale items

Sale items are non-refundable.


Returns outside sale and damaged items

Outside these circumstances, and unless agreed otherwise in writing from us, our policy is that return shipping costs are your responsibility.  Original shipping costs will not be refunded if there has been a change of mind. Goods must be returned in unused condition in their original packaging within 7 days of receipt. Once we receive the item/s, a refund will be credited back to you excluding delivery charges.  We recommend returning the goods via a traceable method to ensure safe delivery.