Refund policy
Refund policy
At Wrap With Love, each order is prepared with care and attention to detail. We truly hope you love what you receive. If something isn't right, we're here to help.
Returns
Because our gifts are hand-curated, and many are personalised, engraved or made to order, we are unable to accept returns for change of mind.
Once a name has been engraved, the item can't be returned or exchanged for any reason other than a fault or an error on our part. Please check the spelling before your order, because we engrave exactly what you send us.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty, incomplete or incorrect, please contact us within 7 days of receiving it at contact@wrapwithlove.com.au with:
- Your order number
- A clear photo of the issue
- A brief explanation
We will replace it, refund it or put it right as quickly as possible, and we cover the return shipping when the error is ours.
Condition of returned items
To be eligible, items must be returned unused and in their original condition and packaging. Damage that occurs after delivery cannot be covered.
Refunds
Once your claim is reviewed and approved, refunds are processed to your original payment method within 3-5 business days. You will receive a confirmation email when the refund is issued.
Shipping costs are non-refundable unless the return is due to an error on our part.
Exchanges
We don't offer exchanges at this time. Stock is limited, many items are one-of-a-kind or handmade, and personalised pieces can't be resold.
Cancellations
If you need to cancel your order, please contact us within 12 hours of purchase. Once the order is prepared or shipped, cancellations are no longer possible.
Personalised and engraved items are an exception. Once we've started the engraving, the order can't be cancelled, because the piece can't be resold with someone else's name on it. We often start within a few hours, so please get in touch as soon as you decide.
We count the 12 hours from the time your message is sent, not from when we reply. We're not always online outside business hours, so send your request straight away even if you don't hear back immediately.
Your rights under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. You are always entitled to a repair, replacement or refund for goods that are faulty, not as described, or not fit for purpose.