Q. "I've changed my mind before my order is shipped."
A. If you've changed your mind before your order has shipped, no problem! Just email us and we'll cancel your order and refund you in full. As a general rule, you have until 11pm on the day you placed the order to cancel. After that, your order is shipped and out the door.
Q. "I've changed my mind after I received my order."
A. We're very sorry to hear that, but we're happy to let you return your item within 30 days of the day it arrives, so long as it is in resaleable condition. Please make sure that you include all packaging material, tags, and accessories, but you're welcome to keep the purple envelope containing the discount card and store information to use on future purchases.
Please note that you are responsible for the cost of return shipping, and a restocking fee may apply at our discretion. We usually waive it in the name of good customer service, but we are a very small charity so sometimes we need to keep enough to cover the cost of shipping the goods out to you.
We also request that you please either email us so we know the parcel is coming, or include a note about what it is and who it's coming from. Otherwise, we don't know where it's coming from and things get very confusing!
Q. "I've changed my mind while the item is in transit."
Unfortunately, once an order is shipped it's out of our hands, and we can't do anything to stop it from being delivered to you. Sorry about that!
Once it arrives, the policy outlined in the question above arrives.
Q. "I want to return my purchase because I'm unhappy with the quality."
A. Oh no! We're sorry about that! Please contact us so that we can have a chat about it and figure out the best way to go. This doesn't happen very often, so we handle each instance on a case-by-case basis.
Q. "I ordered the wrong size or colour."
A. No problem! It happens to the best of us. Simply return the goods to me, and I'll send you the right size or colour. You are responsible for the cost of shipping in both directions.
Please be advised that some items are unable to be exchanged if they have been worn, due to hygiene reasons. This particularly applies to earrings, stockings, and socks. We are happy to exchange them if they are new and unworn, but if they've been tried on then we're no longer allowed to exchange them.
Waist trainers are kind of an exception, because you need to try them on to know if they'll fit. For the sake of hygiene, please try your waist trainer on over a t-shirt or singlet the first time, so that you can return it safely if you need to. We also recommend taking a quick shower first, because... well, I think that one's kind of obvious! Hah!
Q. "You sent me the wrong size/colour/item."
A. Whoops! I must have been having a bad day. Sorry about that. Please contact me as soon as possible, and I'll arrange for the correct item to be sent. Depending on the value of the item, I may ask you to return it to me at my cost. We'll work out what's easiest for you when we talk about it.
Q. "My goods are faulty or have broken."
Q. Aw no, bummer! No worries, things happen sometimes. Just send me a message and I'll get you sorted out. Different items in my stock have different warranty period, but as a rule I go by the definition of the law: a product should be of a quality to last a reasonable period of time. Don't be afraid to talk to me, I'm here to help. :)
If you can, please do take a picture of the faulty item and send it through to me. Almost all of my goods are imported, so pictures give me a chance to address any ongoing problems with the overseas manufacturer, to prevent any problems from happening to other customers in the future.
Q. "What is the return address?"
A. If you need to return an item to us for whatever reason, you may send it to the following address:
Please include a note with your name and order number, otherwise we have no idea who it's coming from. Presents, Christmas cards, and bubblewrap donations are also welcome to be sent to the above address, if you feel so inclined. Thank you!