RETURNS POLICY

RETURNS POLICY

Simply follow our return policy below and we will happily provide a credit note under the following conditions. We will only offer a refund for faulty or incorrect sizing sent. We do not offer refunds for change of mind or delays within delivery. For change of mind you will be provided with a credit note. This applies to orders paid via Afterpay - our returns policy still applies and you will be issued with a credit note.  

RETURNS POLICY

  • Items can be returned within 14 days of dispatch for AUS/NZ customers and 21 days of dispatch for all other countries
  • Returned items will be issued with an e-gift card within 5 days of receiving the return
  • We don't offer refunds for change of mind or incorrect sizing, including orders using Afterpay
  • Items must be in a saleable condition with all tags attached and in original packaging
  • Items must not be damaged, worn, altered or washed. This includes make-up, fake tan marks, the smell of perfume or deodorant
  • We will only offer a refund for faulty or incorrect sizing sent
  • We do not accept returns on cosmetics, swimwear, earrings or undergarments (bras/underwear) for sanitary reasons
  • The original invoice as proof of purchase is enclosed with the returned items
  • All sale items are final and therefore cannot be returned

HOW TO RETURN AN ITEM

To request your Return Authorisation Number (RA),

  1. Email orders@tobyheartginger.com and include your order number in the email
  2. Note whether you are after an exchange or credit
  3. Once receiving your RA number make sure item/s are placed in an appropriate sized satchel. Please note, return shipping costs are at the expense of the customer.
  4. Include invoice in satchel with RA number written on invoice
  5. Send through tracking number once shipped
  6. Returns are generally processed within 5 business days of receiving your return

Return address :

TOBY HEART GINGER
PO BOX 3564
South Brisbane, Qld, 4101

 

EXCHANGES

  • If you are wanting to make an exchange please email orders@tobyheartginger.com
  • If you require an exchange for a replacement size, colour or alternative item/s, you will need to place a new order and will be issued with a credit note
  • Due to the fast turnover of stock, we cannot guarantee that your preferred size or colour will be in stock
  • You will be provided with a credit note via email within approximately 5 days of us receiving the returned items
  • The cost of any returned shipping is at your own expense and is non-refundable
  • We recommend returning items through traceable mail
  • Please note, we do not offer exchanges on sale items

STORE CREDIT

  • Items that are returned will be issued with a e-gift card
  • You will receive your unique code within approximately 5 days of receiving the returned goods

AFTERPAY PAYMENTS

Our returns policy process above applies for all payments made with Afterpay. You will be issued an e-gift card once we have received your item.

FAULTY ITEMS 

If you have received a faulty item please email orders@tobyheartginger.com with your order number with an description of the manufacturing fault. We will refund you for a manufacturing fault once the garment has been returned to us and we have assessed the garment. If you would like a replacement of the garment, this will be subject to the availability of the style.

 

Toby Heart Ginger customer service operates Monday to Friday 9.00am - 5.00pm (AEST). Any RA requests made on a weekend or public holiday will be replied to on the following business day.

Returns and exchanges will only be accepted under these conditions. We have the right to deny if items returned have been worn, damaged or soiled in any way and these will be returned back to the sender. This policy does not affect your statutory rights. You are solely responsible for the return merchandise so we highly recommend an insured traceable method is used to ensure safe and recorded delivery.