To start a return, you can contact us at hello@customisedhome.com.au. Items sent back to us without first requesting a return will not be accepted. Before contacting us please read through our returns policy below to see if your order is applicable.
We will not accept returns for colour related issues. Colours may appear to be slightly different due to your computer monitor or phone screen. However, we try to be as transparent as we can and you can always ask us to reference the closest Pantone colour :).
Customised Home is not responsible for any fees associated with the delivery of your return. If your return is approved upon inspection when it is returned to us, your refund will be processed within 5 business days.

Your return must be started within 14 days of delivery. After this, we will only accept defect returns.

Non-customised homewares

We will accept returns on unopened non-customised homewares in unused condition. It is the customer's responsibility to pay for the freight on returned items. We will inspect the items upon return and issue a refund within 5 working days.

Customised Items -(1)- If you have received your item

We cannot refund or return customised items, that is why we send you a mockup of your design for approval before we embroider anything. Any spelling mistakes or edits that haven't been corrected at that time will not be subject to a refund.
Please also see below for exceptions for non-returnable items.

Customised Items -(2)- If you have just ordered and we haven't started processing

Email us ASAP at hello@customisedhome.com.au and we will cancel your order depending on where we are at with processing (sometimes we're lightning fast if we need to order in stock) we may refund you all but a $15 restocking fee.

Customised Items -(3)- If you have ordered, approved your design but had a change of heart

Email us ASAP at hello@customisedhome.com.au because this all depends on whether we have started stitching your item. If we have there is no turning back and we'll complete your order and send it out as per usual.
If we haven't started stitching we will cancel your order and refund you all but a $15 restocking fee.

Damages and issues - Shipping
If your box arrives at your door crumpled beyond recognition please take photos of the box BEFORE you open it so we can take this issue up with our shipping provider.
If you've already opened your box please still take the pictures and send them along anyway.

If your box/parcel arrives wet, torn apart or damaged in any other way please take pictures of the condition of your parcel as well as the items inside.

The products we provide will handle some pretty hard knocks but we want them to be pristine when they come to you. If you think your product is in any way damaged upon delivery please email us at hello@customisedhome.com.au immediately with photos so we can rectify the situation ASAP.

Exceptions for non-returnable items
If there is a manufacturing error in your product that somehow we haven't picked up on with our eagle eyes we can do returns on products that are unused, with all tags still attached because it will be something we have to take up with our suppliers.
In the unlikely event that there is any sort of quality control error in regards to your embroidery (ie; unravelling) please get in touch with us at hello@customisedhome.com.au and we will either fix, replace or refund your order. We must have proof and will honour this on a case by case basis within one year of purchase.

Exchanges
We cannot do exchanges on customised items so please be sure that what's in your cart is correct.

Refunds
If you are instructed to send back your items. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund.

You can always contact us for any return questions at hello@customisedhome.com.au.
Items sent back to us without first requesting a return will not be accepted.