Postage, Returns & Refunds
In general, postage for most orders placed through our online store will be charged at a flat fee as stated during the checkout section of your transaction. We do, however, reserve the right to contact you and charge a more appropriate postage fee if your order exceeds the reasonable weight or volume covered by our flat fee. Your order will be placed on hold until will are able to contact you regarding any additional postage fees. All orders are sent as "Authority to leave" as default, unless a request is received at checkout from the customer.
Our policy lasts 30 days from order date. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please note that we will only refund faulty items where a replacement can not be supplied or exchanged for a similar product that the customer agrees to accept.
For certain returns, we may require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you've not yet received your refund, check with your financial institution to see if it is yet to be processed. It may take some time before your refund to appear on your activity statement. If you’ve checked your account activity and you still have not received your refund please contact us at email@example.com.
Only regular priced items may be refunded. Sale items cannot be refunded or exchanged unless faulty.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to Special Event Merchandising (Aust) Pty Ltd, 32 Nelson Street Moorabbin VIC 3189. Don't forget to include your order number and preferred contact details.
Post-event Items and Special Orders
Post-event items are items available for a limited time and produced once an event has concluded. Post-event items are exclusively manufactured to meet the order requirements at that time. When ordering an Post-event item, please ensure you select a suitable size. Surplus quantites of post-event items are not produced and as such these items can not be returned or exchanged if an incorrect item or size is ordered.
Special Orders are items requested by a customers that fall outside of the available event range. Special Orders may take longer than normal to produce and are considered a 'one-off' order. Special Order items can not be returned or exchanged if the incorrect item or size is ordered.
Please note that Post-event Items and Special Orders may take up to 4 weeks for delivery after the close of the order window.
Generally speaking, order windows are closed approximately one week after the conclusion of the event.
To return your product, you should mail your product to Special Event Merchandising (Aust) Pty Ltd, 32 Nelson Street Moorabbin VIC 3189.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it takes for your exchanged product to reach you may vary. You will be provided a tracking number top keep track of your item.
If you are shipping an item over AUD$50, you should consider using a trackable shipping service or purchasing shipping insurance. We can not guarantee that we will receive your returned item.