Shipping, Returns & Refund Policy
Returns, Refunds & Order Changes
Can I cancel my order?
Orders may be cancelled within 24 hours of purchase provided work has not yet commenced on any personalised items, no questions asked, for a full refund of the purchase price. Any order cancellations must be sent to hello@finleysfriends.com.au and must include your order number and confirmation of purchase. Once we have received this, we will process your refund within 3 - 5 business day.
Any cancellation requests received outside the 24hr window will be processed on a case-by-case basis, bearing in mind that once order fulfillment is completed the and order has been dispatched, we are unable to cancel the order.
We reserve the right to charge a order cancellation fee for $30 which will be deducted from your total refund amount for any cancellation requests received and approved outside the 24hr purchase window.
Do you accept returns?
Due to the personalised nature of our products, we are unable to accept returns for change of mind. However, if your order arrives damaged or incorrect, please contact us within 30 days of delivery so we can help resolve the issue.
While we cannot control and damage that may occur during transit, we do our best to ensure that all boxes are packed securely and dispatched in such a way that reduces the likelihood of orders being damaged in transit.
Unfortunately, we are unable to offer returns on items damaged while in your care unless the item is faulty.
While we cannot control and damage that may occur during transit, we do our best to ensure that all boxes are packed securely and dispatched in such a way that reduces the likelihood of orders being damaged in transit.
Unfortunately, we are unable to offer returns on items damaged while in your care unless the item is faulty.
Postage & Shipping
Do you ship Australia-wide?
Yes, we currently ship Australia-wide via Australia Post Parcel Post service. Once your order has been shipped, you will receive a shipping confirmation email with tracking details.
Please note Australia Post requires valid recipient contact information (phone & email) in order to send via Parcel Post. As such, it is your responsibility to ensure that your shipping and contact details are correct. If your box is undeliverable because you have failed to provide valid contact information, you will be liable for any costs incurred which include (but is not limited to) return to sender costs and/or re-postage costs. Shipping times vary depending on your location and the shipping method selected at checkout (Parcel or Express Post). Please refer to Australia Post delivery speed estimates for further clarification.
Please note that shipping times are in addition to our 7-10 business day fulfillment allowance.
While we do our best to ensure timely dispatch, delays caused by postal services, peak periods, weather events, or other circumstances outside our control may occasionally occur. We do not currently ship internationally.
Please note Australia Post requires valid recipient contact information (phone & email) in order to send via Parcel Post. As such, it is your responsibility to ensure that your shipping and contact details are correct. If your box is undeliverable because you have failed to provide valid contact information, you will be liable for any costs incurred which include (but is not limited to) return to sender costs and/or re-postage costs. Shipping times vary depending on your location and the shipping method selected at checkout (Parcel or Express Post). Please refer to Australia Post delivery speed estimates for further clarification.
Please note that shipping times are in addition to our 7-10 business day fulfillment allowance.
While we do our best to ensure timely dispatch, delays caused by postal services, peak periods, weather events, or other circumstances outside our control may occasionally occur. We do not currently ship internationally.
Any queries regarding shipping, refunds and returns can be directed via email to hello@finleysfriends.com.au