Returns accepted within 30 days of delivery.
- Return window: 30 days from delivery
- Change of mind: return shipping paid by the customer
- Faulty, damaged or incorrect items: return shipping paid by us
YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
CAN I RETURN MY ORDER?
Yes. If you are not happy with your order, you can return it within 30 days of delivery.
Change-of-mind returns are accepted when:
1. The item is unused and complete, with all parts and components, in its original packaging.
2. The item shows no damage caused by careless handling after delivery.
3. Items where hygiene matters (such as bags, blankets and bedding) have been cleaned before being returned.
Change-of-mind return shipping is paid by you.
FAULTY, DAMAGED OR INCORRECT ITEMS
If your item arrives faulty, damaged or different from what you ordered, please email us with your order number and a photo. We will offer a replacement or a full refund and cover the return shipping. Where possible, please contact us soon after delivery so we can sort it out quickly.
PRODUCT VARIATIONS
Each piece is produced individually, so no two are exactly the same. Colours, pattern placement, stitching and measurements may vary slightly from the photos and between items. These small variations are part of how the products are made and are not a fault. An item that is significantly different from its description is treated as an incorrect item, as described above.
HOW TO RETURN YOUR ORDER
1. Email: write to support@edward-fremantle.com with the subject "Return Request".
2. Information: include your order number, the reason for the return, photos if the item is damaged, your first and last name, and your address.
3. Wait: we will reply with the correct return address and instructions. Please do not send the item back to the address on the parcel; always wait for the return address we send you.
4. Ship: for change-of-mind returns, you pay the cost of sending the item to our returns warehouse, which may be located in Asia. We recommend a tracked service and ask that you send us the tracking number once the item is on its way.
Please never send a return to the sender's address on your parcel. Always wait for the return address we provide.
CANCELLING AN ORDER
Our orders are processed automatically and quickly. If you would like to cancel, email us as soon as possible. If your order has not yet shipped, we will cancel it and refund you in full. If it has already shipped, it cannot be stopped in transit: please wait until it arrives and then return it under this policy.
REFUNDS
- Your return is checked within 7 business days of arriving at our returns warehouse.
- Once approved, your refund is issued within 14 days, to the original payment method.
For change-of-mind returns we refund the price of the item. We do not refund:
- The cost of sending a change-of-mind return back to us.
- Extra delivery costs if you chose a more expensive shipping method.
- Damage caused by mishandling after delivery.
For faulty, damaged or incorrect items we refund in full, including the original shipping and the cost of returning the item.
CONTACT
Velour Commerce LLC, trading as Edward Fremantle
30 N Gould St, Ste R, Sheridan, WY 82801, United States
support@edward-fremantle.com