SHIPPING POLICY
If you have a Street/Residential address and its unattended we can leave your goods at the door, if your request this type of delivery, please note we are not responsible for any lost or stolen property. Also we cannot deliver to Apartment blocks that have Security Entrances, if they are unattended. (If this happens and the goods are returned to us, you will be asked to arrange your own courier or pay an additional delivery fee).
We do ship international, poster ONLY. Please contact us for shipping prices. Terms and conditions are subject to change without notice.
RETURNS & REFUND POLICY
Feel the Love and its affiliated company(s) will not refund any money for orders that were shipped and were cancelled after the order has been processed.
If your item arrives damaged in anyway, or you are unhappy with your purchase, please contact us WITHIN 7 DAYS to discuss a replacement. We will be asked to take a photo and send back the product to our team. If the product has managed to slip through quality control, we will immediately issue a replacement. Sorry but we cannot accept change of mind returns on any products.
Australian Consumer Law Refunds
If a product purchased on our website fails to meet a consumer guarantee under the ACL, please submit an ACL claim by emailing us at hello@feelthelove.au. We will require proof of purchase (order number or receipt) and evidence of the fault (such as a photograph). We will provide you with a remedy in accordance with our obligations under the ACL. Return requests under the ACL must be made within a reasonable time of delivery, which we’ve determined to be 7 days, excluding ‘Wishing Wells’ where the timeframe is determined to be 3 days.
Change of Mind Refunds
In addition to your rights under the ACL, we may offer change of mind refunds at our discretion. Please note that we only offer exchanges or store credit for change of mind returns.
To be eligible for a change of mind refund, you must email us at hello@feelthelove.au within the specified timeframe outlined below. We will require proof of purchase (order number or receipt).
We will accept returns provided that the item is unused and in the same condition as you received it, including its original packaging. Requests for refunds must be made within 7 days of receiving the product, excluding ‘Custom Made Products’.
Once we receive your returned item, we will inspect it according to our refunds policy and notify you of the outcome via email. If we approve a change of mind refund, it will be processed to the original method of payment.
You will be responsible for all postage costs. The risk of the item remains with you until we take delivery of it, so we recommend using registered and insured post. If you return an item that does not comply with our returns policy (such as not being in its original packaging), we will return the item to you at your cost. Please note that we are not obliged to return your item until we receive the postage fees.
Custom Items (Invitations, Signage, and all other products requiring customisation)
Our refund policy for custom items is as follows:
Time of refund request
Amount refunded
Before receiving confirmation from us to start
100% – no work commenced.
After our confirmation, but before your approval to print/produce custom items or for templated products before production begins
50% – covers costs incurred in working on your design and layout (reasonable business costs incurred).
After printing/production has begun
Cancellations not accepted. No refund provided.
If you receive damaged items or have issues with custom items, photo evidence must be emailed within 3 business days of receipt to be eligible for a full replacement at our discretion. We may request the return of damaged items. The customer will be responsible for postage until damages or issues are deemed eligible for replacement, and postage costs will be refunded. No refunds will be given for damaged or faulty items.