Returns Policy

OUR 30 DAY RETURNS POLICY

From time to time, you may purchase a product that doesn't suit you or simply doesn't fit. To provide you with the best shopping experience, we offer you a 30-day Return Policy within Australia on all products purchased from us.

You will be responsible for the actual shipping costs to facilitate a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order.

To return your product for Store Credit or Exchange, please follow the link below to visit the Stitch & Straw Return Center:
Stitch & Straw Return Center

CLOTHING RETURN

You will receive a refund in full, providing the item is returned under the conditions outlined below, under Clothing Exchanges & Refunds.
Please take care to try on clothing items without the use of perfume, if perfume is present on the item, your item will not be eligible for return.

HOMEWARE AND RATTAN TOY RETURN

We offer the same 30 day return window on homewares and rattan toys, however the costs of shipping the item to you in the first place will be deducted from your refund amount, outlined below under Homeware and Rattan Toy Exchanges & Refunds

RETURNABLE ITEMS

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Some types of goods are exempt from being returned. Goods that are advertised at a reduced sale price are non-returnable. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

* Gift cards
* ANY item bought at an advertised sale or discount price

To complete your return, we require a receipt or proof of purchase to be included in your return parcel.

YOUR REFUND AMOUNT

There are certain situations where only partial refunds are granted:

* If clothing is tried on and a heavy perfume smell remains, a dry-cleaning charge of $19.95 will be deducted from your refund.

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 30 days after delivery may result in a restocking fee of up to 25% of the purchase price.

PROCESSING OF YOUR REFUND

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 your return is approved and received, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days.

LATE OR MISSING REFUNDS

Late or missing refunds (if applicable)

If you haven’t received a refund within 5 business days, please contact us at stitchandstraw@gmail.com

Then contact your credit card company, it may take some time before your refund is officially posted with your credit card company.

Next contact your bank. There is often some processing time before a refund is posted.

SALE ITEMS

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

CLOTHING EXCHANGES AND RETURN

We offer a 30 day (from order date) return/exchange of clothing. The clothing must be returned under the following conditions; 

  • Merchandise must be returned within 30 days from the date of order.
  • Merchandise must not be stained, washed, worn or perfumed. 
  • Due to hygiene reasons, socks and underwear cannot be returned.
  • Merchandise must have all tags attached. 
  • Items purchased at an advertised sale or discount price are unreturnable.

HOMEWARE AND RATTAN TOY EXCHANGE AND RETURN

We offer a 30 day return/exchange of items under the homeware and rattan toy categories. These items can be returned under;
Return for store credit: For homeware and rattan toy return for store credit, you will receive a store credit at full purchase value of the returned item.  
Return for refund: For homeware and rattan toy refunds, the cost of shipping the item to you in the first place will be deducted from your refund amount. 

The item must be returned under the following conditions; 

  • Merchandise must be returned within 30 days from the date of order.
  • Merchandise must not be stained, damaged, or modified in any way 
  • Merchandise must have all tags attached.


GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

SHIPPING

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 $99, you should consider using a trackable shipping service or purchasing full cover shipping insurance. We don’t guarantee that we will receive your returned item, and your item must be returned in good condition in order to be eligible for refund/exchange.

    FAULTS AND WARRANTY

    Stitch & Straw is committed to providing you with quality products. All our products are thoroughly inspected before being sent to you. In the unlikely event that you believe your item is faulty, please email us at Stitchandstraw@gmail.com.

    Please ensure as soon as faulty/damaged items arrive, photos of the packaging/packaging damage/product/product damage are taken. Failure to do so may result in exchange/refund/return ineligibility. 

    Please follow the online return steps above under the online returns heading. Also, if possible please include a photograph of the fault to help us with your enquiry. 
    If upon assessment your product is found to be faulty, we will refund you the item purchase amount. Please allow 2-5 days for delays in banking.

    This Faults and Warranties policy does not cover:

    • Normal wear and tear
    • Damage arising from improper assembly or modification
    • Damage arising from abnormal use or abuse
    • Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)
    • Damage to external or product packaging only
    • Damage occuring during your own handling and transportation of goods from a Click & Collect pick up location
    • Insignificant minor variations in dimensions, colour, grain or finish
    • Insignificant minor imperfections or superficial blemishes

    CONTACT US

    Please feel free to contact us if you have any further questions regarding the return of your purchase.
    Email:  Stitchandstraw@gmail.com