Returns
All of our items are printed to order therefore we advise you select designs and sizes carefully because we are unable to provide a refund or exchange.
This also applies on deliveries that have been delayed by Australia Post.
In the unlikely event of your item being faulty, please contact us immediately.
ORDER CANCELLATIONS
We understand things can happen. We can process and cancel your order within 2 working days of its placement. Please contact us to arrange this.
Shipped orders cannot be cancelled. Orders placed for custom made items can only be cancelled if we did not start working on it.
If work is underway, cancellation fee of 15% will apply.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Refunds or Cancellations on orders will incur the following fees-
Orders placed using AFTERPAY-
If you used Afterpay, 7% administration fee will be charged for all refunds made through Afterpay. (9% for customers outside of Australia). We are sorry, but this is due to the way Afterpay operates and this is what they will charge us for any refund.
Orders placed using PAYPAL-
If you used PayPal, 3% administration fee will be charged for all refunds made through PayPal. We are sorry, but this is due to recent changes introduced by PayPal. This is what they will charge us for any refund.
Orders placed using ZIP-
If you used ZipPay, there will be no surcharge in case of refunds.
Orders placed using Credit Card-
If you used Credit Card, 2.0% administration fee will be charged for all refunds
Refunds on Return to Sender Items
We cannot offer refunds on orders that are sent back to us marked Return to Sender. If your address is incorrect or your item is unclaimed and returned to us, we will forward the Return to Sender fee of $10.65 onto you. You also have the option to re-purchase postage so your order can arrive back to you. If we do receive your parcel back, we will contact you with this information on its arrival.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@tillyandwilbur.com.au.
Shipping
Please contact us for address details before proceeding. Below details are for if returning a product to us is pre-approved and applicable.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
