Returns Policy
Returns & Exchanges Policy
Trademark #1996826 — Thea With Love
Based in Perth, Western Australia
Important Notice
We offer store credit for change-of-mind returns.
Refunds are available for items that have a major failure, in accordance with Australian Consumer Law.
Shipping Responsibility
Once your order leaves our warehouse, it is lodged with Australia Post.
If you have concerns about delivery, please contact us — we are always happy to assist with tracking and support.
Faulty Items & Major Failures
Each item is quality-checked prior to dispatch.
If you believe you have received:
• A faulty item
• An incorrect item
• A missing item
Please email us within a reasonable timeframe after delivery with:
• Your order number
• Clear photographs showing the issue
Under Australian Consumer Law, you are entitled to a refund or replacement if the item has a major failure.
A major failure includes where the item:
• Is unsafe
• Is significantly different from the description or sample
• Cannot be used for its intended purpose
• Has a serious defect that would have prevented purchase
If unsure whether an issue is major or minor, please contact us and we will assist.
Minor Faults
For minor issues, we may offer:
• Repair
• Replacement
• Partial refund
• Store credit
This will be assessed case-by-case in line with Australian Consumer Law.
Photo Styling & Product Descriptions
Product images may include styled inspiration photography.
Please refer carefully to the product description for exact features, fabric details, and inclusions.
Orders placed due to not reviewing the product description will be eligible for store credit (minus original shipping costs).
Exchanges
To exchange an item:
-
Email us to confirm your exchange request
-
Place a new order for your preferred size or style
-
Return the original item within 7 days of receiving it
Returned items must be:
• Unworn
• Unwashed
• Free from damage, odours, or marks
• Tags attached
• In original condition
Once received and approved:
• We will refund the returned item (excluding original shipping costs and payment processing fees) if a new exchange order has been placed.
If no replacement order is made, store credit will be issued instead.
Change of Mind Returns (Store Credit Only)
We accept change-of-mind returns for store credit where:
• You email us within 7 days of receiving the item
• The item is unused, unworn, and unwashed
• Tags remain attached
• The item is free from fragrance, stains, or pet hair
Not eligible:
• Sale or discounted items
• Gift cards
• Shipping costs
Return postage is at the customer’s expense and must be sent with tracking.
How to Return
Email: hello@theawithlove.com.au
Subject: RETURN #OrderNumber
Include:
• Full name
• Order number
• Item(s) being returned
Once received, please allow up to 7 business days for processing.
If approved, store credit will be issued for the amount paid (excluding shipping).
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
You are entitled to:
• A replacement or refund for a major failure
• Compensation for any other reasonably foreseeable loss or damage
• Repair or replacement if goods fail to be of acceptable quality and the failure is not major
Change of mind does not qualify as a major failure.
More information: https://www.accc.gov.au
Need Assistance?
We understand that purchasing online requires confidence.
If you are unsure about size, fit or fabric — please contact us prior to ordering.
We are here to help.
📧 hello@theawithlove.com.au
📍 Perth, Western Australia
