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RETURNS

RETURNS AND EXCHANGE POLICY

We want you to love your Erstwilder purchases and we know that having super easy returns is part of why you shop with us. That’s why we’re continuing to offer our 60-day refund policy for all purchases on erstwilder.com that meet the criteria below.* We’ll gladly accept a return if you’ve changed your mind for any reason subject to the following conditions:

  • - Items must be returned within 60 days of purchase together with proof of purchase;
  • - Items must be in their original condition with accompanying gift boxes, story cards and swing tags included
  • - Lucky Dips, Perfectly Imperfect and Gift Cards cannot be returned
  • - Earrings are not able to be returned for hygiene reasons
  • - A maximum of three items can be returned from any one order

  • If you return anything with 30-days we’ll issue a refund as usual and after that (up to 31-60 days) you’ll receive a digital store gift card in place of a refund. As much as we’d love to, we cannot sustain accepting returns after 60-days has passed. Please do not send items back without first contacting us - you may need to pay to have them returned to you once again and we’d rather avoid you spending dollars unnecessarily.

    We don’t offer exchanges, however if you get a digital gift card, you can use this to purchase something else you will love – super easy!

    RESPONSIBILITY FOR POSTAGE FEES

    Where items are returned due to faults we will of course issue a full refund for the purchase, including any original postage fees paid. That’s only fair. For ‘change of mind’ returns the value of the refund or digital gift card will be to the value of the product only. Also, if your return reduces your original order total to below the free shipping threshold when your order was placed, then the return amount will have original shipping fees subtracted. We think that’s only fair too. Sometimes we’re not able to tell from photos or evidence provided whether there is in fact a fault. If this happens we’ll provide you with a pre-paid returns label in good faith to ship your piece/s back to us but we will need to assess whether we believe a fault exists once your items return to HQ. If we determine that there is no fault you may be required to pay a re-shipping fee to have the item sent to you again.

    FAIR USE

    Don’t get us wrong, we’re sure 99% of you are lovely, trustworthy and honest people but as a small business we need to protect ourselves from being taken advantage of. So, if we notice a strange pattern of returns we might need to investigate and take action, such as deactivate the account in question. This may be in cases where we think people are wearing items and then sending them back, or ordering multiples of an item during a launch and then consistently returning some. If you find your account deactivated and believe it to be in error please reach out to us at hello@erstwilder.com.

    If you have any questions regarding your return please email the team at hello@erstwilder.com.

    HOW TO RETURN AN ITEM

    To return an item you’ve ordered you will need to request a pre-paid returns label.

    To do so, please email us at hello@erstwilder.com with ‘RETURNS’ in the subject line and be sure to include your contact details, order number and reason for the return in the body of the email. If the return is due to a product fault please also include a photo of the item.

    Wait for a reply from our team. And don't worry, we'll get back to you as quickly as possible. If we receive your email by 1:00pm Monday - Friday you'll hear back the same day.

    For all approved exchanges or returns we will issue you with a pre-paid returns label which you will receive via the email address entered when placing your order. You can print and take it along to the post office to send your return.

    Once the return is received at HQ it will be reviewed and after being cleared you will receive a refund for the purchase price. If the return is for a change of mind you will be refunded the product value less any associated shipping charges (original and return shipping) but with our pre-paid return labels you'll be getting the lowest possible shipping rates. Unfortunately, we are unable to offer change of mind return labels for international customers.

    We endeavour to process refunds as soon as they are received but please allow up to 3 business days for returns to be processed.

    You will receive an email notification of any refund once it has been processed. We recommend using a traceable delivery method and taking note of your tracking number. We cannot be held responsible for lost returns.

    WHAT IF I’VE RECEIVED SOMETHING FAULTY

    Firstly, we’re terribly sorry. There’s nothing more disappointing than opening a parcel only to find your item is in anything less than perfect condition. And rest assured we’ll get this sorted for you ASAP. Follow the returns process and attach a photo of the fault. If still in stock we’ll replace the item for you otherwise we’ll issue a refund upon receiving your return. Please be sure to contact us regarding any faults within 60-days of your order to ensure we’re able to assist with issuing a refund or store credit in the form of a digital gift card.

    CAN I RETURN AN ITEM PURCHASED FROM A STOCKIST?

    Return and exchange policies are subject to the discretion of individual stockists. The same policy stated above may not apply. If you have purchased an Erstwilder product from an authorised stockist any request for a refund or exchange must be first directed to the store of purchase. If you are not happy with their response please reach out to us at hello@erstwilder.com.

    CAN I EXCHANGE AN ITEM?

    Due to the limited nature of our pieces, we are unable to offer exchanges on any items. If you would like a different item to one you have ordered we suggest purchasing the new piece and following the returns process for a refund of the original item.

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