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.

Our policy on any issues is detailed here:

Non-Delivery of Gifts

While we cannot be responsible for non-delivery due to courier 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.

Where you have requested the gift be left in a safe place and doesn’t need to be signed for, if we have confirmation from the courier that the gift has been delivered to the correct address, we will not make a refund – as this is at your risk.

However, if your shipment cannot get through due to international customs issues – or has been delivered to the incorrect address (different to the one you provided), even where there are circumstances outside our control, we will either re-send the item free of charge, or offer a full refund.

Where shipment 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 and usually can be resolved within 1-10 working days.

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

Please contact us if you are not happy wtih your order on +61417407282 or email info@istillcallaustraliahome.com detailing your issue.  Please do not return an item until you have received an agreement in writing from us.  If there has been an error or quality issue on our end, we apologise and will send a replacement at our expense.

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 b e refunded. 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.