Returns
We do not offer refunds or exchanges for change of mind so please choose carefully.
Damages and issues
Please inspect your order upon receipt and contact us immediately if you have received the wrong item so that we can evaluate the issue and rectify it.
We inspect all items meticulously before we send them, therefore we will not replace/refund items that are damaged, however if your item is faulty due to manufacturing (does not function properly, or has a manufacturing defect), you must contact us within 24 hours of receiving your order to notify us of the issue.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Once we have assessed and approved the damage, a store credit will be issued if returned within 7 days.
To start a return, you can contact us at mistletoeandholly25@gmail.com If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
All orders sent via Australia Post are insured for up to $100.
On the odd occasion that we may use other Carrier services, your item will be insured for the value amount. (note: individual carriers may have a claim excess - in the event a claim is made, the excess (if applicable) is payable by you, the customer and will be deducted from the value amount)
We guarantee all items leave here free of damage/defects, so if your item arrives damaged you will need to contact Australia Post/carrier directly to make a claim for the damaged items.
We will not issue refunds on your order if you are unhappy with the postage cost. We charge at the rate set by Australia Post and postage charges are out of our control. If you are unsure, contact us BEFORE your order for a postage quote.
****FRAGILE ITEMS****
We are happy to ship fragile items but please note, extra charges will apply for insurance, and we WILL NOT refund/replace damaged items. You, the customer, will need to lodge a claim with Australia Post for the damaged item.
You can always contact us for any return questions at mistletoeandholly25@gmail.com
Exceptions / non-returnable items
Certain types of items cannot be returned/refunded under any circumstances:
Candle Pouring Experience
SALE items
Custom products (such as special orders, made to order items or personalized items)
Glitter
Clays
Seasonal items
Personal care goods (such as beauty products) and our
Clay Cutters
Please get in touch if you have questions or concerns about your specific item.
Refunds
Original shipping costs are non refundable. You will be responsible for paying the shipping costs of the returned items.
Refunds will not be given for delays in shipping. This includes a delay in you, the customer, paying the extra postage charges due, which will hold up shipment of your order.
Refunds will not be given for packages returned to us due to the following
A) customer supplied incorrect mailing address
B) customer did not accept delivery of package
Any extra charges incurred to us to arrange package to be resent, will be charged to the customer.
If you have not contacted us for a postage quote prior to placing an order, we will not refund your order if you are not happy with the postage charge (set by Australia Post)
Cancellations
Unfortunately we will be unable to cancel your order once it has been placed.
In the event we cancel your order because we cannot supply, you will receive a full refund.
Non-payment of postage
Failure to make payment of postage invoice for your BUY-IN/PRE-ORDER within 24hrs will result in your entire order being cancelled and all monies paid for your BUY-IN items forfeited. If, at our discretion, we reinstate your order after it has been cancelled due to non payment, we will be unable to honour the BUY-IN price paid on your original order, and you will be charged the regular price of the product/s, therefore owing the difference between the BUY-IN price and the regular price.