Returns Policy

Change of Mind Policy: 

Please note that all of our products are made to order. This means they are made specifically for you. These bespoke &/or customised products are unable to be returned due to change of mind. 

Returns: 

For change of mind on non customised products we will accept returns on the following basis: 

1.  You contact us within 7 days of receiving your order & the return is received within 14 days;

2. The item is returned in new condition and not used, or opened and has all original packaging in-tact (including the original shipping envelope). Once an item has been opened we are unable to resell due to safety;

3. The item is not damaged in any way.

Due to safety - We cannot accept change of mind returns on any item where the original shipping packaging has been opened. 

To return your item for change of mind, you must follow our returns process, outlined below:

1. Contact us to seek approval to return and a returns number. Returns will not be accepted without this number. 

2. The cost of the return shipping will be covered by the customer.

3. The original shipping cost plus a 15% restocking fee (on the full retail value - not including discounts) will apply and will be debited from any refund.

4.  Your item must be returned and inspected prior to a decision on whether a refund will be processed or not.

5. If the returned item does not meet the conditions of this policy, no refund or credit will be processed. The item can be retuned to you at your cost.

Returns due to error:

On the odd chance that the item you have received is incorrect please contact us immediately on receipt. We will arrange for the item to be return and a replacement issued. Any item held for longer than 14 days is deemed to be correct.

Warranty Policy: 

Our items are inspected thoroughly before shipping for errors and damage. They are then sealed in protective packaging. Although we do our very best to get your order to you safely, there can be issues with postal handling from time to time.
Please check your order within 24 hours of receiving and report any damage caused during postage to hello@letterly.com.au. Please include photographs of the damaged item in its original packaging. By removing then item from its protective coating you are accepting that it is in good condition and without damage.

Things not covered by warranty.

·         Damage arising from application or use

·         Damage arising from improper use or misuse

·         Damage, wear and tear as a result of improper or lack of maintenance and/or care

·         Damage to external or product packaging only

·         Insignificant minor variations in dimensions, colour or finish

·         Where instructions have not been followed

To return your item for warranty repair, you must follow our returns process, outlined below:

1. Contact us to seek approval to return and a returns number. Returns will not be accepted without this number. 

2. The return shipping is to be covered by you. If accepted as a warranty repair, the cost of the return shipping will be reimbursed to you.

3. Your item must be returned and inspected prior to a decision on whether a warranty repair will be accepted.

4. We may decide to repair or replace over a refund depending on the issue. 

5. If a refund is accepted this will be processed within 14 days of receipt of your goods.

6. If the returned item does not meet the conditions of this policy, no refund or credit will be processed. The item can be retuned to you at your cost.