Refund policy

We want you to love your Erstwilder purchases, which is why we offer a 60-day return policy for all purchases on erstwilder.com that meet the criteria below:

• 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.
• Lucky Dips, Perfectly Imperfect and Gift Cards cannot be returned
• No refunds on Embroidery Patterns
• Earrings are not able to be returned for hygiene reasons
• For each order, a maximum of three items can be returned.

If you return anything within 30-days we’ll issue a refund. 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 as you may need to pay to have them returned to you once again and we’d rather you to avoid the unnecessary spend.

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!

RETURN POSTAGE FEES

Where items are returned due to faults, a full refund will be issued for the purchase, including any original postage fees paid. For ‘change of mind’ returns the value of the refund or digital gift card will be to the value of the product only. We can provide a prepaid label for 'Change of Mind' returns in Australia, with the $7.95 cost deducted from your refund. International customers are responsible for their own return postage for 'Change of Mind' returns. 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 any original shipping fees subtracted. Sometimes we’re not able to tell from photos or evidence provided whether there is in fact a fault. In these instances, we’ll provide you with a pre-paid returns label to ship your piece/s back to us so we can assess the fault in person. 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.

CHANGE OF MIND RETURNS

Australian customers

Erstwilder can provide a pre-paid Australia Post label, with the $7.95 cost deducted from your refund. Alternatively, you can choose to organise your own return delivery, in which case we strongly recommend using a traceable delivery method
and taking note of your tracking number.

To organise a pre-paid label, please contact customer case via email at hello@erstwilder.com with ‘RETURNS’ in the subject line and be sure to include your contact details and order number.

Otherwise, please send your return (including your contact details and order number) to the following address:

Erstwilder

13 Edgecombe Court

Moorabbin, VIC, 3189

Australia 

International customers

International customers are responsible for organising their own return postage. We strongly recommend using a traceable delivery method and taking
note of your tracking number.

Please send your return (including your contact details and order number) to
the following address:

Erstwilder

13 Edgecombe Court

Moorabbin, VIC, 3189

Australia

FAULTY PRODUCT RETURNS

To return an item due to a product fault, please email us at hello@erstwilder.com with ‘RETURNS FAULTY’ 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, including pictures of the fault.

Then, please wait for our team to assess and reply. Don't worry, we'll get back to you as quickly as possible, usually by the next business day!

Australian customers

For all approved returns, we will then issue you with a pre-paid returns label. You can print and take it along to the post office to send your return. If you
don't have a printer, most Australia Post Offices can print for you!

You can check if yours does here: https://auspost.com.au/locate/returns-print-at-post

International customers

Our customer care team will reply with the best solution based on your region, case by case.

*Please note, for all scenarios, we cannot be held responsible for any lost returns.

What happens next?

Once a return (change of mind or faulty product) is received at HQ, it will be reviewed, and after being cleared, you will receive a refund for the purchase price.

Please note that if any discount codes were used during checkout, the final discounted price that was paid will be refunded, as per your order confirmation details.

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.

We endeavour to process refunds as soon as they are received, but please allow up to 5 working days for returns to be processed, especially during peak busy periods.

You will receive an email notification of any refund once it has been processed.

PURCHASES FROM STOCKISTS

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.