AUSTRALIA POST - even though Australia Posts endeavours to do their best, they too can make mistakes. We are not responsible for your order once it leaves our warehouse. If you are concerned about your order and it's whereabout, please contact us and we are happy to track it down for you. We have the details and it is easy for us to do this service from within our business account with Australia Post. We have listed a few examples below as to issues that can arise :

• They can accidently send your order to the incorrect address, even though the correct address is on the label.
• They can take longer than usual to send your order, sometimes weeks due to incorrect handling. 
• Their systems may read the label incorrectly and return your order back to us. We will refund your money once your order has been received by us. Alternatively you can pay the postage again and we will forward it back to you. 

FAULTY ITEMS | We have a strict quality control procedure, but if for some reason you think you have received a faulty item, please contact us by email within 5 business days of receiving your item. Faulty items do not include change of mind. By consumer law if your item is faulty we offer a full refund and are happy to do so. Please submit clear photos detailing the faulty items and send to us via email.

Please take care reading our product descriptions and note that our photos show clearly the items are that you are purchasing. If in doubt please call us or email with your concerns and we are happy to help you. When you look at our products and scroll through you can clearly see "Further Information | Contact" whereby we have added our phone number and email. Purchasing online can be difficult, so please contact us if you have any doubts or questions before placing an order. We are here to help!

CHANGE OF MIND | We want you to be 100% happy with your purchase from us, which is why we offer exchanges on our items. Our customers satisfaction is our number 1 priority. We want you to absolutely love your items, have the correct fit and be confident in your purchases with us. 

All change of mind returns must be completed within 14 days of receiving your items.

(Excluding sale - all sale items are FINAL).  Note: we do not offer exchanges or refunds on clearance or imperfections items.

CONDITIONS | Any item returned must be returned in the condition you received it. All packaging/tags must still be intact, items must not be washed and items must be in unused/unworn condition. Bows must not be undone. Swaddles must not be unfolded. We can not offer full credit note if these conditions are not met. To be negotiated.

Shipping costs are non-refundable unless you have received faulty items.

Return costs of items are the responsibility of the purchaser.

HOW TO RETURN YOUR ITEMS FOR CHANGE OF MIND | 

1. Contact us by email ONLY within 14 days of receiving your items. Please include your full name, order number and item you are wishing to return. 

Email: hello@theawithlove.com.au with the subject as "RETURN #*order number*"

2. Receiving A Store Credit

All returns will be assessed. Once your return has been delivered to us, please allow 10-15 business days for your return or exchange to be processed. If we accept your returned item, then we will provide you with a store credit to the same value of the item paid (i.e the price you paid for it excluding any shipping). Unless the item is faulty or we mistakenly sent you an incorrect item, all shipping costs are at the buyer's expense. The risk in the item remains with you until it is received by us.

3. Lodge your parcel at your nearest post office. We recommend you paying for tracked shipping, as we do not accept responsibility of any returns lost in transit.

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.

Extract From Consumer Affairs

Consumers’ responsibilities – goods The law aims to give consumers and sellers a fair go. It is not designed to protect consumers if they are careless or make unreasonable demands. There are several circumstances when consumers are not entitled to a remedy from the seller. Sellers do not have to give refunds, credit or exchanges if consumers: • change their minds, decide they do not like the goods or have no use for them (except in cases where other legislation provides for a ‘cooling off’ period – for example, door-to-door sales) • discover they can buy the goods cheaper elsewhere (except where the seller provides a guarantee that the goods cannot be purchased cheaper elsewhere) • examine the goods before buying and ought to have seen any obvious fault • had the defect drawn to their attention before buying (for instance, when goods were labelled as seconds, or faults were clearly marked) • damage the goods by using them in a way they were not meant to be used.

https://www.accc.gov.au/