Hassle Free Returns

Our customers are invaluable to our small business, and we trust you will be delighted with your new purchase. We aim to instill confidence in your online shopping experience. With this in mind, our returns policy is outlined as follows.

We have a 14-day hassle free return policy, which means you have 14 days after receiving your item to request a return.  Some limited-edition items or those of high value are not eligible for under this return policy. Refer to the information provided for each product.

All items must be returned in original, brand-new condition, with all tags attached in original boxes or packaging, and within 14 days from date of dispatch. PLEASE ENSURE THAT ALL SWING TAGS ARE NOT REMOVED FROM THE GARMENT, OR YOUR RETURN WILL BE INVALID. If your return does not meet these requirements, it will be returned back to the sender at the customer's expense. We reserve the right to DECLINE any return if the item/s does not meet ALL return conditions.

To start a return, you can contact us at hello@bespokehearts.com. Please note that returns will need to be sent to the following address: PO Box 7001, Berrima NSW 2577.

Items must be returned using a trackable courier or registered post. Returns will not be accepted without the return tracking number provided by the customer, as we cannot accept responsibility for items lost in transit.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Damage

Please inspect your order upon reception and contact us immediately if the item is damaged or if you receive the wrong item.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, including custom products, personal care goods (i.e. beauty products). These include:

Pink Friday Sales / Archive Sales Return Policy

Unfortunately, we cannot accept returns on sale items or gift cards. All sale items are FINAL SALE and not eligible to be returned for an exchange, credit note or refund. 

Any items ordered on pre-order are not eligible to be returned. All pre-orders are classified as custom-made goods as we would not have ordered them if you had not purchased them, as such they are non-returnable. 

Any items purchased during sales periods are NOT eligible for returns or exchanges. 

• All items are strictly final sale. Items will not be eligible for returns or exchanges under any circumstances. Please view the full return policy prior to finalising your purchase.
• Free gifts will be given with each purchase while stocks last.  
• Prices as marked. Code will automatically be applied at checkout.
• Cannot be used in conjunction with any other discounts or offers.
• Free shipping thresholds may not apply during the sales period. 
• Strictly no changes can be made to your order once placed.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return and will let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method minus a $15 flat rate processing and handling fee. within 10 business days. Please remember it can take some time for your bank to process the refund.

Please contact as soon as possible to get a RAN (Returns Authorisation Number) and return the item within 14 days. 

Online Returns Process

All return requests for onling purchases are to be submitted via hello@bespokehearts.com.

You will need to send your reqeust via email with your order number and email address used to place the order. We will then approve or decline your return request within 2 business days and follow up with further details on returning your item.

We appreciate your patience and kindness. As a boutique business, it's real people you're communicating with here.  Rest assured, we will respond at the earliest opportunity.

Please allow up to 3-5 business days for your return to be processed once it has been received at the Bespoke Hearts warehouse. 

Faulty Items

We make every effort to ensure that all items shipped to you are in perfect condition. In the unlikely event that the item is faulty, management will liaise directly with the supplier to determine whether the item is to be repaired, replaced or a credit note/refund is to be issued.

Please send and image and description of the fault along to hello@bespokehearts.com with your order number, full name, address and contact number. All faults need to be reported within 48 hours of your order being delivered.

Bespoke Hearts will cover shipping costs for items purchased online that are deemed faulty.

Pre-Order Items

All Bespoke Hearts pre-orders are considered custom-made goods and are therefore non-returnable. Should you decide to cancel your order, you may forfeit all or a portion of your payment. However, this does not affect your rights under the Australian Consumer Law (ACL), where you may still have warranties or guarantees regarding the product's description, suitability, and quality. 

The expected shipping time for pre-orders ranges from 4 to 8 weeks but is usually sooner.  Nevertheless, delays can occur due to unforeseen circumstances beyond our control, such as Australian customs clearances, adverse weather, or strikes.

We encourage you to review the sizing and fit information carefully before making a purchase. Complete details on sizing, materials, and care instructions are provided in the product descriptions.

Welcome Discounts

Our discounts are applicable to full-priced items.  Items on sale are not eligible for additional discounts. To receive these discounts, customers are required to sign up on our website using their email. You can sign up to welcome discounts here.

Please contact us at hello@bespokehearts.com if you have any questions regarding this Return Policy.