RETURNS / REFUNDS / EXCHANGE
Thea With Love offers returns on items within 7 days of delivery for an online credit (gift card)
The item must be:-
- Unused with original tags attached
Please email our team at firstname.lastname@example.org with your name, order number and item/s you will be returning. Please allow 2-5 business days for your return to be processed. Please note: The cost of the shipping returned will be the responsibility of the buyer and we cannot process your credit until we have received your items back.
Once we have received your returned item, in new/unused condition, you will be issued with a credit note for the purchase value. This credit note will not expire and can be used towards any items on our website.
Please note : If you have purchased your item with a discount code, you will be issued the exact value you paid for your item, not the full RRP.
Thea With Love has the right to reject a return if it does not meet the above conditions. In this instance, we will contact you and organise to send back the return.
EXCHANGE ITEMS | We do not offer exchanges but we do offer a gift voucher. Please email us and we will send you the return address. Once we have inspected the item we will contact you by email. If the item is returnin good condition as stated above, we will send you a gift voucher to the value of the purchase minus the fees and shipping costs. This leaves you free to re-order at you leisure!
FAULTY ITEMS | We quality check every item that is shipped out. If for some reason you think you have received a faulty item, please contact us within 7 days of receiving your item.
HOW TO RETURN YOUR ITEMS
Once we have agreed to your return, we will email you our return shipping address. The cost of return shipping is the responsibility of the purchaser unless the item purchased is deemed as faulty. If you feel your item is faulty, then you carry the postage fee for returning the item back to us and once we have inspected the item and found it to be faulty, we will then refund the postage and order fee. If we don't find the item to be faulty then you will need to pay for the return postage. If you think your item is faulty please include in your email very clear images showing the fault.
Please note:- We have a 7 days faulty claims period (please note: this excludes general wear and tear and incorrect garment care), in accordance with the Australian Consumer Law, if a minor problem is found with the product, we can choose to give you a free repair instead of a replacement, or a store credit. When you have a major problem with a product, you have the right to ask for your choice of a replacement, store credit or refund.
Lodge your parcel at your nearest post office. We recommend you paying for tracked shipping, as we do not accept responsibility for any returns lost in transit.
Important things to know:
We do not accept returns
1. if you were made aware of any relevant fault, imperfection before purchase
2. if you wash products, buttons undone and fabric stretched, animal hair, perfume odour, folded back sleeve cuffs, leg cuffs, booties folded down and in doing so stretch the knitted cotton, items rolled or tightly packaged into small return bag with unwanted creases so that the item will need re-ironing or dry cleaning. Please treat our products with care.
3. If you damage a garment, we cannot accept it back for exchange, returns refunds or gift card.
NOTE: Our products have been pre-washed during production. The colours in our printed fabrics DO NOT RUN with washing. Our fabric is printed to the highest standards with organic approved inks and pass all standards of Oekotex. Our knitted garments and blankets do not fade with washing, as they are dyed and also tested to the highest standards prior to being shipped to us.
6. if your order has been lost in the mail or as the result of delays by any mail or courier service. Due to natural disasters eg flooding, fires Aust post can be delayed. If you are concerned about postage delays please look at the AusPost updates :
or call Australia Post phone: 131118 (8am to 6pm) for updated delivery times.
If you need your order in a hurry, we suggest placing your order with express shipping - your order is then sent by air and not rail. Your order can be delayed if floods or fire affect the rail service!
If your order is delayed there are several things you can try: Contact our customer service team and we’ll see if we can help
Contact the mail or courier service directly, with your tracking information. This may be a faster solution to the delay.
Despite every effort to accurately duplicate each product’s colour, slight variations may occur between website images and the actual product. We give very clear descriptions on our website regarding our products...please read carefully before placing an order.
THEA WITH LOVE