Refund and Returns Policy

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a refund or exchange. Note that in most cases a merchant fee will be deducted from any refunds.

To be eligible for a return, your item must be unused and in the same condition that you received it. If your item has been personalised no refund will be provided unless there is a defect in the product. Please find the relevant section of the refund policy below to determine what you are eligible for.

Some items are exempt from being returned which includes digital items such as audiobooks or ebooks.

To complete your return, please contact [email protected] with your order number as the subject.

Do not send your products back without contacting [email protected] first to confirm process.

Refunds

Late or missing refunds (after refund has been processed)

If you haven’t received the refund yet, first check your original payment method. Your refund will be returned through the same payment gateway. It may seem silly but 90% of the time people check the wrong bank account.

If you paid with PayPal, the credit may be sitting inside your PayPal account and not returned to your credit card. Please contact PayPal if you wish to get the money returned to your credit card, this is not something we can help with.

Please be patient, due to international transactions, weekends, public holidays etc. it may take several days before your refund shows in your account.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

Sale items

Only regular priced items may be refunded. Sale items will not be refunded.

Change of mind (prior to shipping or cut off for in-person signing events)

Orders cancelled prior to shipping or personalisation, due to change of mind, will receive a refund minus merchant fees that vary based on your chosen payment method. For items that have been personalised no refund will be provided. Please contact us for more details regarding merchant fees associated with your order.

Change of mind (after item has been shipped)

Orders cancelled after the items have been shipped, due to change of mind, customer will need to return the items at customer’s expense (please use tracked mail for proof of delivery). Once the condition of the item has been assessed and considered in good condition (unused/not soiled or damaged – note that book spines will be inspected) – a refund, minus merchant fees and shipping fees will credited to your account. Do not send your products back without contacting [email protected] first to confirm process. If your product was personalised – no change of mind refund will be provided.

Damaged items

A refund or replacement will be provided if the item(s) are damaged during transit. Please send through a photo or video of the damaged item(s) with the packaging. You may be requested to send the item back to us, if this is the case, we will refund you the cost of return shipping. If you are within Australia, we will provide you with a return shipping label you can print off and attach to the mailer bag /box. If you are outside Australia, you’ll need to go to your local postal service provider. Do not send your products back without contacting [email protected] first to confirm process.

Missing order

Because most of the time, we are on the other side of the world, shipping can be slow! Please check the tracking on the Australia post email you should have received when the item was shipped. Please note that we are unable to help if the tracking has been marked as delivered. You’ll need to contact your local post office for further direction. We can confirm if your postal address was input correctly, so please reach out and we will confirm whether the postage matches the delivery address you provided. Note, we can’t change shipping address once item has left our premises. If we’ve made a mistake we will reship your order at our expense.

If an orders tracking stops moving for a lengthy period of time, we can raise a ticket with Australia Post to see what is occurring. Australia post have cut off for “abandoned orders”, if Australia post deems the order as lost we will re-send your order or offer a refund depending on your preference.

Exchanges

We only exchange items if the order is being processed, ie. has not been personalised and/or shipped. If you’re exchanging for a lessor valued item, please note you’ll be refunded the difference minus any merchant fees. If the item is same value, we can exchange without any cost. If you wish to remove an item, please refer to change of mind policy. Please send us an email at [email protected] with a subject that will grab our attention.

E D E N F I N L E Y