Refund policy

 

Return & Refund Policy

We understand that circumstances may change, and your satisfaction is our priority. Here's our policy to guide you:

30-Day Return Policy You have 30 days after receiving your non-personalised item to request a return. To be eligible, the item must be in its original condition, unworn, or unused, with tags and packaging intact. Provide your receipt or proof of purchase.

Initiating a Return Contact us at hello@letterally.com.au to start a return. We'll provide the return address and shipping instructions. Please note that returns without prior authorisation won't be accepted. Any shipping cost incurred during this process will be your responsibility.

Damages and Issues Inspect your order upon arrival. If the item is defective, damaged, or incorrect, contact us immediately for resolution. We'll inspect your complaints, and kindly note that on handmade items, imperfections may occur. Only majorly damaged items will proceed for return.

Custom Orders 

Due to the personalised nature of our products, all custom and made-to-order items are non-refundable and cannot be returned, except in cases where we have made an error (e.g., incorrect spelling, wrong colour, or a design different from what was approved).

If you believe there is an issue with your order, please contact us within 48 hours of delivery with clear photos. After review, we may offer one of the following resolutions:

  • A replacement
  • A refund only if the item is returned in its original condition

Returns & Refunds

Refunds will only be processed once we receive the returned item. If the item is not returned, we are unable to offer a full refund. However, exceptions may be considered on a case-by-case basis.

Exceptions/Non-Returnable Items Certain items like perishables, custom products, and personal care goods can't be returned. Unfortunately, sale items and gift cards are non-refundable.

Exchanges For a quicker exchange, return the item and make a separate purchase. This ensures you promptly receive the desired item.

Replacement For any mistakes on personalised/custom items due to our end, contact us immediately for a replacement. You won't be charged for shipping in this case.

Timeline & Delivery Commitments

We work with event deadlines in mind and always strive to meet your requested timeline. However:

  • Delays due to courier services or third-party logistics are beyond our control, and we are not liable for delays caused after dispatch.

  • If you need your order by a specific date, it is your responsibility to notify us at the time of placing the order.

Shipping Costs for Returns

Customers are responsible for return shipping costs unless the error was on our end. In such cases, we will reimburse the shipping cost upon proof of payment (please provide a receipt). Please note that original shipping fees are non-refundable. If a refund is approved, it will be issued for the product cost only, excluding shipping.

Refunds Upon receiving and inspecting your return, we'll notify you of approval. Approved refunds will be processed within 10 business days to your original payment method. If it takes longer, contact us after 15 business days at hello@letterally.com.au.

Cancellations

  • Cancellations can be made within 24 hours of placing the order, if production has not yet started.

  • After that, we cannot cancel the order or offer a refund due to the custom nature of the product.

Rush Orders

A rush fee is available for time-sensitive projects to prioritise your order in our production schedule.
Please note:

  • The rush fee speeds up production, not shipping.

  • We do not guarantee delivery by a specific date, even for rush orders.

  • Courier delays are beyond our control, and we are unable to refund due to late arrival caused by shipping issues.

If you have any questions, feel free to reach out to us at hello@letterally.com.au. Your satisfaction is our commitment.