Refund Policy

Deliveries Returned to Us

 

  • Occasionally  a Gift Box will be returned to us for one of the following reasons:
    • A  card was left but there was no response from the recipient to arrange  re-delivery.
    • A  card was left but the recipient did not pick the package up from the post office or newsagent.
    • The recipient is not known at that address or has moved.
    • The address details are incorrect or insufficient.
    • The delivery was refused.
    • There  was no access to a secure building or complex to deliver or leave a card.
    • The recipient was in a hospital or hotel and has been discharged or checked out.
    • The  courier could not contact the recipient and there was nowhere safe to leave the parcel (Mail Call same-day and premium Sydney deliveries).
  • If a parcel has an incorrect address, our couriers are unable to call the recipient to verify, and instead the parcel will be returned to us.
  • Gift Hampers / Boxes cannot be re-directed while in transit and will need to be returned to us before being sent to the new/correct address.
  • We will inform you via email within three business days of the gift box / hamper being returned to us.
  • An  applicable re-delivery fee will be passed on to you to facilitate the delivery of the gift box / hamper to the same or an alternative address.

 

 

Damaged or Faulty Items 

  • We are proud of the quality and presentation of our gift boxes and do everything we can to ensure that every recipient is happy with their gift box.
  • In the event that your gift box or its contents are incorrect or arrive damaged or faulty, please contact our Customer Service Team on 0450 266 636 or hello@giftatelier.com.au 
  • We will happily replace, exchange, or issue a credit or refund depending on the extent of the damage and how you wish to resolve the issue.
  • We will require photos so that we can better understand the extent of the damage or issues with the product.
  • If it is necessary for the product to be sent back to us, we will email you a return label to cover the cost of the shipping.
  • We will not be able to replace, exchange or issue a credit or refund for any product that has been dispatched for more than 14 days. 
  • Please  note that refunds will be credited back to the original card used
  • Product must be returned in original packaging, be unused condition with all original tags attached.  

Cancellation or Change of Mind 

  • Our gift boxes are dispatched within 1-4 business hours of the order being received, and it is advisable that if an error has been made  or if you wish to cancel the order, to call us immediately on 0450 266 636  (business days 9am-5pm AEST).
  • Orders  cannot be amended or cancelled once they have been prepared and are with our couriers for delivery.
  • In the rare event that you or your recipient are not happy with the gift box or its contents, please contact us at hello@giftatelier.com.au for a GRN and return the gift box in the same condition it was received and include the original  order number within the package.
  • Contact  our Customer Service Team on 0450 266 636 or hello@giftatelier.com.au to let us know that the gift is on its way back to us and how you would like the return to be processed:
    • Exchange for another item**
    • Store credit^
  • We  will email you once the item has arrived back with us and the return has been processed.
  • If the gift box has left our warehouse but has not yet been delivered, it will first need to be delivered to the recipient and then returned to us  as we are unable to redirect an order once it is already on the road.
  • The return must be received within 14 days of the original date of dispatch.
  • Gift Boxes containing personalised items are not able to be returned as they are customised to your specifications.
  • Products must be returned in original packaging, be in unused condition with all tags attached.  

**Shipping charges will apply to send the replacement item 

  • ^Minus the cost of shipping of the original order, including orders for which shipping was free ($17.95 will be deducted or costs for Express Delivery)  Please allow 4-5 business days for the funds to reappear in your account.