I Love This Shop is driven by an exceptional customer service experience and we will happily assist our customers who wish to return or exchange goods purchased from our online business. Our Refunds & Returns Policy is in addition to your rights under the Australian Consumer Law. Please be aware that by law we are not required to offer you a refund if you change your mind on a purchase or incorrectly make a purchase, but we will do our best to keep you satisfied.
In Store Shopping
For any goods purchased in one of our shops, I Love This Shop will follow the ‘in-store Returns & Refunds policy’. For any such instances please contact the stores directly.
Your purchase is subject to our Shipping & Delivery policy.
We deliver our goods using Australia Post, whose services are non-refundable unless goods would be damaged as a result of their handling.
Please note that the actual product colours may vary from what appears on your computer monitor, tablet screen, or mobile phone screen. The colours may also vary from device to device.
Damaged or Faulty Products
All our products go through a detailed quality check before we send them out to our customers, but in the event you receive a damaged or faulty product, please follow these next steps:
- Send us a Refund or Return Claim to [email protected] along with a valid proof of purchase (invoice) and proof of product damage or fault (photo). We should receive the claim within 31 days from the date of delivery to your address (based on postal/shipping service records).
- We will inform you if your claim has been approved or rejected via email within 5 business days. Please note that products should not have been mistreated or damaged through abnormal use. We will determine whether the damage or fault is minor or major.
- If we approve your claim, we will send you a shipping label within 5 business days so you can send us back the product. We will cover the shipping cost of returning the damaged or faulty product.
- You must send us back the damaged or faulty product and we must receive the product within 10 business days of the approval of the claim.
- After we receive the returned product, we will do the following based on the problem within 5 business days:
- Minor damage or fault: We will send you a replacement product. We will cover the shipping cost of sending you the replacement product.
- Major damage or fault: Based on your choice we will send you either (a) a full refund of your payment or (b) an online store voucher worth 110% of the product’s value (as listed on the website).
Change of Mind
We understand that you might change your mind about a product you have purchased from www.ilovethisshop.com.au and we will try our best to offer you a solution.
In case you change your mind about a product or have purchased the wrong product and you can provide the proof of purchase, I Love This Shop may offer you an exchange, store credit or refund if the item:
- Has not been used;
- Remains in its original packaging; and
- Is in saleable condition with labels and/or tags attached accordingly.
In such situations, please follow these next steps:
- Send us a Request for Swap or Store Credit (or Refund or Return Claim) to [email protected] along with a valid proof of purchase (invoice). We should receive the claim within 31 days from the date of delivery to your address (based on postal/shipping service records).
- We will inform you if your request has been approved or rejected via email within 5 business days. Please note that the product should remain in its original packaging and must be in sealable condition.
- If we approve your request, you must send us back the product and we must receive it within 10 business days of the approval of the request. You will have to pay for the shipping cost of returning the product.
- After we receive the returned product, we will send you either of the following within 5 business days:
- A replacement product. We will cover the shipping cost of sending you the replacement product; OR
- An online store voucher worth 110% of the product’s value (as listed on the website).
The Refunds & Returns Policy is not applicable to the following products:
- Costumes, undergarments, hosiery, wigs, cosmetics, or makeup. For health and safety reasons, we cannot resell these items once they are removed from their original packaging. By law, we are not required to offer a refund for any costumes that do not fit correctly or to customers who change their mind or have incorrectly purchased products.
- Perishable items such as food or confectionery. For health and safety reasons, these items cannot be resold when returned.
- Customised, custom-made, or personalised item or gift, including edible icing images.
- Items ordered in bulk.
- Discontinued items that you have purchased on sale or at discounted prices.
Processing of Refunds
If you have any questions or concerns regarding Returns & Refunds, please contact us directly via our Contact us form.
All refunds for orders placed at www.ilovethisshop.com.au are credited back to the original payment method using the original card or payment service used. Refunds are for the cost of the merchandise only and do not include postage and handling charges – unless we have confirmed certain circumstances.
Returns and refunds will be processed within 15 business days after a return or refund is confirmed.