Refund policy

Cancellations and Modifications
Please choose carefully. Unfortunately we are unable to accept cancellations and modifications unless you contact us within an hour of ordering. The reason for this is most of our products are made on demand, which means that when you place an order, we pay our manufacturers to custom print and handcraft your items just for you. Once we have paid our manufacturers to make your order, they will not accept cancellations or modifications and therefore neither can we. We try to get orders in quickly to minimise wait times for customers, so if you make a mistake with your order, you need to contact us within an hour of ordering to ensure we can cancel your order before we have paid our manufacturers. Please note that if you do cancel your order, we will be required to retain a 10% restocking fee to help cover costs associated with your cancellation.

IMPORTANT NOTE ABOUT RETURNS FOR CUSTOMERS OUTSIDE OF AUSTRALIA

Please note that we are an Australian business, so all returns and exchanges will require customers to return their products to us in Australia. Please clearly mark your parcel "NO COMMERCIAL VALUE: RETURNED GOODS" to help avoid delays and charges at customs.

Size Exchange Offer
We offer one free size exchange per customer*! All you need to do is contact us via out Returns Portal within 7 days of receiving your order and we will be happy to arrange the exchange for you. Once we approve your exchange request, we will email you with instructions on how to return your package. When we have received your item/s and confirmed they are in their original condition, we will order your size exchange for you which will then be made and sent directly to you by our product makers. It's that easy!

*Please note that this offer is for full-priced items only and does not apply to sale, discounted, clearance items or purchases using a discount code. Exchanged items are not eligible for further exchanges or refunds.

*Free exchange refers to the cost of the new size pair and shipping of the new pair only. Due to the ever-increasing cost of postage, we are unable to cover return postage for exchanges or change of mind refunds. In order to be able to continue offering free shipping on footwear orders, we must ask customers to pay the return postage for their returns/exchanges except in cases of damaged items/incorrect orders or other cases where required by law.

 

Exchanges must be initiated within 7 days of receiving your order, and postmarked within 7 days of your exchange being approved. Items must be returned in their original box, and packaged appropriately to protect from damage during transit. Exchanged purchases must be new, clean, undamaged and unworn (shoes can be tried on for size). This offer is valid for one use per customer. 

Satisfaction Guarantee
We are so sure that you will love your Offbeat Sweetie items, that we have decided to offer a money-back guarantee*! If for any reason you are not happy with your products once you have received them, just contact us via our Returns Portal within7 days of receiving your order and let us know that you would like to return your purchase.

Once we approve your return request, we will email you with instructions on how to return your package. When we have received your item/s and confirmed they are in their original condition, we will process your refund back to your original payment method.

*Please note that this offer is for full-priced items only and does not apply to sale, discounted, clearance items or purchases using a discount code.

*Due to the ever-increasing cost of postage, we are unable to cover return postage change of mind refunds. In order to be able to continue offering free shipping on footwear orders, we must now ask customers to pay the postage for all returns/exchanges except in cases of damaged/defective items, incorrect orders where we are at fault or other cases where required by law.

Returns must be arranged within 7 days of receiving your order, and postmarked within 7 days of your return being approved. Items must be returned in their original box, and packaged appropriately to protect from damage during transit. Returned purchases must be new, clean, undamaged and unworn (shoes can be tried on for size). This offer is valid for one use per customer. 

*Money-back is for the purchase price of the item(s) only. Postage costs are non-refundable. 

Damaged or Defective Items
We pride ourselves on offering great quality products and are confident that you will love your Offbeat Sweetie items. However, we are realistic and we understand that sometimes mistakes can happen. If you receive an item that you believe is damaged or defective, please contact us immediately via our Returns Portal with a photo of the damage or issue so that we can resolve the situation for you.

Once we have confirmed that the product is damaged or defective, we will arrange for a free replacement to be sent to you.

This policy only applies to the product purchased. Damaged packaging, including boxes, are not covered by this policy as unfortunately we have no control over how couriers treat packages in transit. 

Items that are damaged by the customer, for example by not adhering to care instructions, will not be accepted for returns. Care instructions can be found on each product description.

*Defective/damaged/flawed items bought from the Clearance collection are not eligible for returns except where required under Australian Consumer Law. These products are sold "as is" as seconds, with details of their flaws disclosed in the product listing. 

12 Month Warranty
We offer a 12 month warranty for your peace of mind. If something goes wrong with your product within 12 months of purchase we will happily send you a replacement free of charge. *Normal wear and tear or customer negligence is not covered by this warranty.

Incorrect Sizing / Design Sent
In the unlikely event that a mistake is made and you are sent an item that is not the size or design that you ordered, please contact us immediately via our Returns Portal and we will be happy to arrange an exchange for you at no cost to you. 

Shipping Delays
Due to the ongoing impact of global events on international air freight and delivery services, we cannot guarantee shipping timeframes for your order. Please understand that shipping delays are outside of our control, and we are unable to do anything to speed up delayed deliveries. 

No refunds will be given for items that have not yet been received due to longer than expected shipping times, or that are lost in transit. If, however, investigation reveals that your goods have been lost in transit, you will be issued with a free replacement.

Fraudulent Chargebacks / Cyber Shoplifting
The reason we have so many great reviews and loyal, returning customers is that we genuinely love to make our customers happy, and always do everything we can to ensure they are satisfied with their Offbeat Sweetie purchases. Because of this, at the time of writing we have never had any chargebacks. That said, we are aware of a worrying new trend of fraudulent chargebacks being made against innocent businesses from customers who are either scammers trying to get items for free, or impatient customers who are blaming the sellers for long shipping times that are outside of the sellers' control. 

Fraudulent chargebacks harm small businesses, which means ultimately they harm the hardworking families behind those businesses. It is equivalent to shoplifting, only in many cases the seller's insurance will not cover the losses so the impact on the business is worse.

While we wish we didn't have to address this issue, due to the rise in inappropriate chargebacks affecting small businesses we need to be clear that as far as we are concerned delayed shipping is not a valid reason to file a chargeback, and any chargebacks made for this or any other inappropriate reason will be considered fraudulent and fought with evidence. If necessary and appropriate, a police report will be made against any customer making fraudulent claims.

If you have a genuine issue, please contact us before considering filing a chargeback as we have always, and will always, go out of our way to ensure that our customers are happy.

Exceptions / Non-Returnable Items
Unfortunately, we cannot accept returns on gift cards, used items, clearance items or exchanged items.

Discount codes
Discount codes must be used at the time of ordering. Unfortunately, we cannot provide partial refunds in cases where customers have found discount codes after paying full price.

Refund and Exchange Terms and Conditions
To start the return/exchange process, please contact us via our Returns Portal.

All refunds or exchanges must be initiated within 7 days of receiving your item. Once you have made contact, we will provide you with instructions on how to return your package. Please ensure you post your items within 7 days of making return arrangements. Items sent back to us without first being approved for a return or exchange will not be accepted.

To be eligible for a return/exchange, your item must be in the same condition that you received it, unworn and unused, clean and free of animal hair, and in its original packaging (where applicable). 

We reserve the right to rescind any exchange or refund offers stated above and refuse further service if a customer is abusive or displays other unacceptable behaviour towards Offbeat Sweetie staff, except where required under Australian Consumer Law.

We deserve the right to cancel and refund any orders that are flagged as medium or high fraud risk, or for any other reason.

If you have any questions, please feel free to contact us at info@offbeatsweetie.com.