Returns and Refunds
This policy relates only to purchases made from the auntyem.com.au on line store. Purchases made from our retailers must be returned to the original place of purchase including faulty items and the polices of that store will apply.
Order with Confidence from Aunty Em
Aunty Am is committed to gorgeous garments and happy, satisfied customers. If you are not happy with the product for any reason simply return it to us within 14 days from receipt of your order in the condition you received and we will gladly exchange sizes, colours or give you a refund.
Please check all garments thoroughly upon delivery before disposing of the original packaging and removing any attached tags or labels in case you need to return or exchange the item.
Aunty Em Returns Policy
We will accept non sale item(s) for Return or Exchange when they are returned as new, which means goods are unworn, unmarked, unlaundered and in original packaging including tags and are returned to Aunty Em within 14 days of you receiving the goods.
Returns that have been washed, damaged, soiled or altered will not be accepted and may be sent back to the customer at their expense.
We will not accept goods outside of this 14 day period (unless faulty) or items returned soiled or damaged
(unless faulty) and will be the responsibility of the customer to pay for the return of these items. Aunty Em will not pay to return these to you.
Aunty Em will only cover additional postage costs if the goods are deemed faulty or you were sent in incorrect item.
Important Exchange and Return Conditions:
Exchanges can only be accepted for the same item(s) in a different colour and/or size. If the desired size or colour is not available then you may exchange for something of equal or greater value (you will liable for the price difference). The customer is responsible for all additional postage costs involved in the exchange.
An item(s) is deemed faulty if it is received damaged or has a manufacturing fault that is immediately evident or occurs within 6 months of the item(s) being received. Where possible item(s) will be repaired or replaced for the same product, in the same size and colour, subject to availability. If the item(s) cannot be repaired or replaced for the same item, a full refund will be issued. Repairs do not come with any guarantees. All items returned as faulty will be inspected and any items deemed subject to fair wear and tear will not be accepted as faulty. In this instance, the cost of the return of this item will be the responsibility of the customer.
How Do I Return an Item for Exchange or Refund?
f you wish to return or exchange an item for any reason please follow these steps below:
- Fill out the Return and Exchange Form that was included with your order. Please ensure to complete all fields to make your return as hassle free as possible.
- Pack all items with the original receipt and completed Return and Exchange Form in secure packaging and ensure that all boxed items are enclosed in a satchel for protection or their return may be refused.
- We strongly suggest insured registered post as Aunty Em is not liable for lost /undelivered return parcels. We further advise that you request proof of postage from the Post Office for your records.
- Aunty Em will only cover the cost of shipping on a return where the item is deemed faulty or you were sent the incorrect item by us.
Receiving a Refund
Refunds will be made to you within 48 hours from the cancellation date of the order (for items not shipped) or from when the returned item(s) are received by Aunty Em. Refunds will be issued using the payment method used for purchase.
Cancelling or Amending Your Order
If notified by telephone before goods have been dispatched, Aunty Em can accommodate order cancellations. If items have been shipped, Aunty Em is unable to accommodate the order cancellation request.
Aunty Em is unable to accept any changes to a confirmed order except by telephone. All requests to amend an order must be via telephone to Aunty Em on 02 9516 2958. During busy periods, including Christmas and sale times, it may not be possible to accept change requests. If your order has already been shipped, Aunty Ems unable to accept any change requests.
Lost or Damaged Goods
If goods are lost or damaged in transit, please contact us at firstname.lastname@example.org within 7 working days of placing your order so we can investigate.