Refund policy
Online Orders
Customers who purchase online may return their item in its original packaging within 14 days of delivery for a refund. The refund applies to the item(s) only; return shipping costs are the responsibility of the customer.
Please contact us first to confirm and arrange your return.
Once your order is received back at our store, a qualified team member will verify the condition of your returned item. Once approved, your account will be credited within 5 to 10 working days, depending on your payment method.
Please note:
If an order is returned due to incorrect or incomplete delivery details provided at checkout, OR not collected from a parcel pick-up point in time, the customer will be responsible for:
- A $25 return/restocking fee, and
- Any re-delivery postage fees if the order is to be re-sent
Re-dispatch of returned orders will only be arranged once the additional postage fee has been paid.
We kindly ask customers to carefully review all shipping details before placing an order to avoid delays and additional charges.
This refund policy does not apply to goods that:
- Have been used or damaged after delivery
- Were not signed for upon receiving
- Have been altered, dropped, or broken
- Are not returned in their original packaging and condition
In-Store Purchases
For in-store purchases, we offer exchanges or store credit only — no refunds. Customers can exchange an item or receive store credit for future purchases.
We kindly ask for your understanding, as online customers do not have the opportunity to see and feel products before purchasing, which is why our return options differ.
Faulty or Damaged Items
(Please contact us strictly within 3 days of delivery)
This allows us to investigate with Australia Post and issue a replacement or refund while stock is still available. After 7 days, we are unable to process transport claims or guarantee stock availability.
In the unlikely event that your order arrives damaged, please contact us and provide:
- Your name, phone number, invoice/order number, and proof of purchase
- A detailed description of the issue
- Photographic evidence of any defect or damage
- Any additional details to assist with your request
A team member will respond as soon as possible.
Return Address
📦
Return to Sender Address:
Sir John’s Gifts (Rear of Store)
221 Carlisle Street
Balaclava, Victoria 3183