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THE SHIPPING PROCESS
We offer STANDARD SHIPPING Australia-wide via our designated Courier. Our Standard Shipping option delivers within 3 - 21 days depending on your location.
WHAT IS THE PROCESS FOR RETURNS?
This policy applies to products purchased from the website townsvillehandmadewoodenroses.com.au.
Returns accepted for at any time if goods are deemed faulty.
Returns are not accepted for change of mind unless explicitly agreed upon by Townsville Handmade Wooden Roses.
WHAT HAPPENS IF MY PRODUCT IS FAULTY?
Townsville Handmade Wooden Roses takes extreme care in ensuring our goods are of the highest quality. However, if for any reason you find fault with one of our products we would like to help you resolve the problem. In all instances where the product may be faulty, please contact our Customer Service team by emailing a picture of the fault to email@example.com who will advise and assist with the returns process. Townsville Handmade Wooden Roses will ensure all costs associated with returned goods, including delivery, is at no expense to you.
HOW CAN I REQUEST A RETURN, EXCHANGE OR REFUND?
You can create a new return request using our easy online returns system via the Returns link found at the bottom of the web page.
WHAT ARE MY OPTIONS WHEN I RETURN AN ITEM BOUGHT FROM THE WEBSITE?
Townsville Handmade Wooden Roses provides you with three return options for faulty or incorrectly delivered goods, for deliveries within Australia where our change of mind policy applies.
Exchange or replacement (for customers with an Townsville Handmade Wooden Roses account)
Credit to your Townsville Handmade Wooden Roses account (for customers with an Townsville Handmade Wooden Roses account)
Full refund to your original method of payment, e.g. PayPal (for all customers)
If you paid for your order without registering for an Townsville Handmade Wooden Roses account, the value of the goods returned would be refunded to your PayPal account. If you require a replacement item, please visit our online store and place another order or contact our Customer Service team. If the item you are replacing was purchased at a discount, you might be required to register an account to receive the same discount on your replacement order.
HOW LONG WILL IT TAKE TO GET A REFUND?
Once your goods have been received by Townsville Handmade Wooden Roses, please allow up to 10 days for your refund to be processed back to your account. The receipt of your refund will depend on the period of time it takes for your financial institution to finalise the transaction.
WHAT WILL HAPPEN IF I RETURN AN ITEM PURCHASED WITH A GIFT VOUCHER?
If you have decided that you would like a refund on garments that were purchased using a Gift Voucher, all monies refunded will be credited to the original Gift Voucher only.
WHO GETS THE REFUND IF I RETURN A GIFT?
The refund on returned goods that were given as a gift will be credited to the original card or account used for the purchase.
HOW DO I CONTACT THE CUSTOMER SERVICE TEAM?
The Customer Service team operates on Monday to Friday (excluding National public holidays) from 8.30am until 5.00pm (Australian Eastern Standard Time).
Please email us at firstname.lastname@example.org