Can I return a product?
If you've changed your mind and no longer want a product you ordered, yes, I do offer 'change of mind' returns in most cases. Although retailers do not have to offer a return unless a product has a fault, I want you to be happy, so please do ask.
As long as you let me know within 2 days of receiving the product, and return it within 7 days, you will normally be approved for a 'swap return'. Please do get in touch right away and check that's okay first, as it does need to be approved. Please note books, puzzles and stationery cannot be returned.
What's a 'swap return'?
Here's how a swap return works. Please check you're happy with this before going ahead with your return:
1. Get in touch for your return to be approved. Use the form on the contact us page or reply to your order confirmation email.
2. After approval, place an order for the product/s you do want instead, to at least the same value as the product you don't want*
3. Return the product you don't want. When your return is approved at step 1 I'll give you the return address to courier your return to**
4. On arrival, your returned product will be checked. As long as it's brand new in every way, including packaging, has not been used and has no wear and tear, I'll refund the product minus payment fees***
Things to note before doing a return
*Order value: The total value of the product/s in your replacement order needs to be to at least the same value of the product/s you're returning. So if your product was $25, the replacement order needs to be for product/s to the value of at least $25. Note that shipping isn't counted towards the total. You do not have to order the same type of product for your replacement order. You can order any product or products to at least the same value.
**Shipping: Keep in mind the product will be refunded, not the shipping. Shipping is paid by you (both for the returning product you don't want, and for your replacement order for the products you do want).
***Refund value: When you place an order online, not all of the money you pay actually goes to me. The fees vary, but the bank, credit card or buy now pay later provider all charge a fee. It's normally very small, from 2% to 5% is normal. I don't get the payment fees refunded from the payment provider, so will refund you minus the non-refundable fees.
Can I just have a refund?
The only option I offer for change of mind returns, is a swap return, explained above. I do not offer refunds for change of mind returns without a replacement order being placed first. Refunds always require the product to be returned.
Can you refund me before I place my order?
To get a change of mind refund, you do need to follow those steps above. I can refund the returned product you don't want, after it's been returned, and after you've placed your replacement order for product/s you do want.
How long do refunds take?
I refund the same day the returned product arrives. Depending on your bank, that will usually show the next day at your end, but can sometimes take one to two working days.
Do you need my bank account for a refund?
No, that's fine, you don't need to provide any private information to get a refund. I will refund back on to the credit card or other payment method used for your original order. Everything is encrypted through the website, so I do not see your credit card, buy now pay later, or bank account details.
If I paid by credit card, or after pay, can I get the refund paid to my bank account instead?
I do need to refund back on to the same method of payment you used for your original order for the returned product. That's so my tax is recorded correctly for IRD, so website stock is correct, and so I can check in the future that your return was completed correctly at the time.