We understand that sometimes purchases don't go as planned! You can return your item under our Change of Mind returns policy.
Eligibility for Return
You have 30 days from the date of purchase to return an item bought online, provided it meets the following criteria:
- Proof of Purchase: You must provide a receipt or bank statement.
- Condition: Goods must be "as new" and in re-sellable condition.
- Return Authorisation: Returns without an RA Number may be rejected.
Return Process
- Obtain an RA Number: Contact our team to get an RA Number.
- Complete the Form: Fill out this form to get a returns label.
- Prepare Your Parcel: Print the label, attach it to your parcel, and return it via your local Australia Post outlet.
Important Notes
- We do not cover delivery costs for returns due to change of mind.
- The policy excludes made-to-order, personalized, or monogrammed items, as well as protectors, bath mats, quilts, under blankets, pillows, and toppers for health and hygiene reasons.
Excluded Products
The Change of Mind policy does not apply to:
- Gift cards or vouchers
- Sale items purchased in-store
- Clearance items and ‘seconds’
- Personalized, monogrammed, or custom-made items (e.g., The Custom Chef products, custom rugs)
- AFL Premiership Collection
- Items marked ‘no change of mind’
- Repaired or replacement items provided under our policy
- Mattresses, bath mats, quilts, underblankets, pillows, and toppers (for health and hygiene reasons)
We reserve the right to reject returns that do not meet these requirements. Decisions regarding exchanges or in-store credit are at our discretion based on these conditions.
Returning Rugs
Floor rugs that are not made-to-order or custom-made can be returned for change of mind. A 20% restocking fee and freight costs apply
Return Locations
- In-store Purchases: Return to your nearest store.
- Online Purchases (including Click and Collect): Return to our returns centre via post.
Fees
Change of mind returns incur a flat rate shipping fee of $14.95 per parcel (max 25 kgs) within Australia.
Refund Processing
Refunds will be processed after our warehouse team inspects the goods and confirms they are in re-sellable condition.