Returns and Refunds
Order cancellations or changes
Once you have placed your order, we are generally unable to accommodate any changes or refunds as your order may have already been monogrammed and/or packed. This includes updating addresses. If you would like to change or cancel your order, you are welcome to send a request via email at support@onherdesk.com.au, however we can not guarantee your change or cancellation and it will be solely dependent on if your order has begun to be processed.
If we identify any issues with delivery due to incorrect address details, we'll contact you. Additional charges will apply for re-delivery.
Faulty or damaged goods
We have a very high standard of quality and thoroughly check each and every product before it is shipped out, but sometimes especially in manufacturing, we might miss something.
If you believe you've received a faulty item, please let us know via email at support@onherdesk.com.au within 48 hours of receiving your order, with your order number and photos.
We also carefully package all of our orders with love and attention so the occurrence of transit damage is very rare, but should it occur please contact us
at support@onherdesk.com.au within 48 hours of receiving your order, with your order number and photos. We will refer this to the shipping company to investigate and minimise any inconvenience as best we can.
In some cases, we may need you to return the faulty or damaged products to us for inspect prior to a replacement or refund being issued, in accordance with Australian Consumer Law.
Please note, does this not apply to imperfect/seconds products that are clearly advertised as having defects or issues.
Incorrect items received
We aim to achieve 100% accuracy with every order, but sometimes mistakes happen, and when they do, we'll fix it. If you order has arrived with incorrect or missing items, please contact us at support@onherdesk.com.au within 48 hours of receiving your order with photos of the order as it arrived in the packaging it was sent in, and your order number.
If you have been sent an incorrect item, we will arrange a return shipping label for you and once in transit, will ship out the correct item. Unused incorrect items must be returned in the same condition.
Refunds
Under Australian Consumer Law, we are not required to offer refunds for change of mind or incorrect selection, so please choose carefully.
If you are not happy with your order once received, you can be offered an exchange less shipping costs. Please contact support@onherdesk.com.au to discuss this in the first instance and then you will need to send the product/s back at your own cost. The product/s need to be returned in the same condition. Exchanges must be requested within 5 business days of receiving your order.
Please note, this excludes any monogrammed products. As monogramming is a completely personalised finish, exchanges on monogrammed orders are unable to be offered unless your product has arrived damaged or with major faults or defects, in which case, please get in touch as per the email above.