Hassle-Free Returns

Our customers are incredibly important to our small business, and we want you to feel confident shopping with Bespoke Hearts.

We offer a 14-day change-of-mind return policy on eligible items. This means you have 14 days from the date your order is delivered to request a return.

Some products, including sale items, personalised products, pre-order items, selected limited-edition items and certain hygiene-sensitive products, are excluded from our change-of-mind return policy. Any specific return restrictions will also be noted on the relevant product page.

Nothing in this policy limits your rights under the Australian Consumer Law.

Change-of-Mind Returns

To be eligible for a change-of-mind return, your item must be:

• Unworn, unused and unwashed
• In its original, brand-new condition
• Returned with all original tags and swing tags attached
• In its original packaging where applicable
• Accompanied by proof of purchase

Please do not remove swing tags from clothing if you think you may wish to return the item.

Returns that do not meet these conditions may be declined and returned to the customer.

To request a return, email hello@bespokehearts.com within 14 days of receiving your order and include your order number and the email address used to place the order.

Once your return has been approved, we will provide instructions on how to return your item.

Please do not send items back before contacting us, as unauthorised returns may not be accepted.

Return Shipping

For approved change-of-mind returns, Bespoke Hearts can provide a tracked return shipping label.

A $12.95 return shipping cost will be deducted from your refund where a Bespoke Hearts return label is provided.

This charge covers the cost of returning the item to us and is not a restocking, processing or handling fee.

If you prefer to arrange and pay for your own return postage, please contact us before sending the item. We recommend using a tracked service and retaining your tracking number until your return has been processed.

Where you arrange and pay for your own return postage, the $12.95 return shipping deduction will not apply.

Bespoke Hearts cannot accept responsibility for change-of-mind returns lost in transit.

Exchanges

If you would like a different size, colour or item, the fastest option is to return the original item in accordance with this policy and place a new order.

This helps ensure your preferred replacement is not sold out while your return is in transit.

Refunds

Once your return has been received and inspected, we will let you know whether it has been approved.

Approved refunds will be returned to your original payment method, less the $12.95 return shipping cost where a Bespoke Hearts return label has been provided.

We do not charge a restocking, processing or handling fee.

Please allow 3-5 business days for us to process your return once it has been received. Your bank or payment provider may require additional time for the refund to appear in your account.

Original delivery charges are not refundable for change-of-mind returns unless required by law.

Sale Items and Promotional Sales

Sale and clearance items, including products purchased during Archive Sales, Black Friday or other promotional clearance events, are final sale for change-of-mind purposes unless otherwise stated.

Sale items are not eligible for a change-of-mind refund, exchange or credit note.

This does not affect your rights under the Australian Consumer Law if an item is faulty, damaged, unsafe, significantly different from its description or otherwise fails to meet a consumer guarantee.

Promotional offers may also be subject to specific conditions displayed at the time of purchase, including:

• Free gifts available while stocks last
• Promotional pricing as marked or automatically applied at checkout
• Offers not available in conjunction with other discounts unless stated
• Free-shipping thresholds may vary during promotional periods
• Changes to orders may not be possible once an order has entered processing

Items Excluded From Change-of-Mind Returns

For hygiene, personalisation or product-specific reasons, the following items are not eligible for change-of-mind returns:

• Custom or personalised products
• Opened or used beauty and personal care products
• Jewellery
• Headwear, including hats and caps
• Rugs and throws
• Candles
• Limited-edition art prints
• Pre-order items
• Gift cards
• Sale or clearance items

These exclusions apply to change-of-mind returns only and do not limit your rights under the Australian Consumer Law.

Damaged, Incorrect or Faulty Items

Please inspect your order when it arrives and contact us as soon as possible if your item is damaged, incorrect or appears to be faulty.

Email hello@bespokehearts.com and include:

• Your order number
• Your full name
• A description of the issue
• Clear photographs where possible

We will assess the issue and work with you to provide an appropriate remedy.

Depending on the circumstances and your rights under the Australian Consumer Law, this may include a repair, replacement or refund.

Where an item is confirmed to be faulty, damaged or incorrectly supplied, Bespoke Hearts will cover reasonable return shipping costs where applicable.

The $12.95 change-of-mind return shipping deduction does not apply to items being returned because they are faulty, damaged or incorrectly supplied.

Pre-Order Items

Pre-order items are not eligible for our voluntary change-of-mind return policy unless otherwise stated on the product page.

Please review sizing, materials, expected delivery timeframes and product information carefully before placing a pre-order.

Estimated pre-order delivery times will be provided on the relevant product page. Delays can occasionally occur due to circumstances outside our control, including supplier delays, customs processing, transport disruption or severe weather.

This does not affect your rights under the Australian Consumer Law.

How to Request a Return

All return requests should be submitted by email to:

hello@bespokehearts.com

Please include your order number and the email address used to place your order.

We aim to respond to return requests within two business days.

Once your return has been approved, we will provide the return instructions and, where requested, a return shipping label.

Questions?

If you have any questions about a return, please contact:

hello@bespokehearts.com

We are a small boutique business and personally review each return request. We will always aim to respond as quickly as possible.