Refund | Exchange policy

REFUND & RETURNS POLICY

At Tilly&Wilbur, every item is lovingly printed to order using DTF (Direct-to-Film) printing in our small Queensland studio. Because each piece is custom made just for you, please choose your designs, sizes, and personalisation details carefully before placing your order.

We've outlined everything you need to know below - if you have any questions before ordering, please reach out to us at info@tillyandwilbur.com.au and we'll happily help.

RETURNS

As all of our items are printed to order, we are unable to offer returns or refunds for change of mind, incorrect size selection, incorrect personalisation, or delivery delays caused by Australia Post.

In the unlikely event your item arrives faulty or defective, please contact us within 7 days of delivery at info@tillyandwilbur.com.au with clear photos of the issue. Once confirmed, we'll make it right - either by replacing the item or issuing a refund.

If we've made an error — sent the wrong item, wrong size, or printed personalisation differently from what you submitted on your order — we'll replace it or refund you at no cost to you. Just contact us within 7 days with a photo.

EXCHANGES

We accept exchanges on faulty or defective items only.

If you receive a faulty item, please contact us within 7 days of delivery at info@tillyandwilbur.com.au with photos of the issue. Once confirmed, we'll arrange a replacement at no cost to you.

Because every item is custom printed to order, we are unable to offer exchanges for change of mind, incorrect size selection, or incorrect personalisation details. We recommend reviewing our size chart and double-checking all spelling before placing your order.

ORDER CANCELLATIONS

We understand things happen. If you need to cancel your order:

• Within 2 working days of placement: We can cancel your order. Please contact us as soon as possible.
• Beyond 2 working days, or once production has started: A 15% cancellation fee applies, plus the payment method fee (see below).
• Once shipped: Orders cannot be cancelled.
• Custom or personalised items: Can only be cancelled if we haven't started working on them. If production is underway, the 15% cancellation fee applies, plus the payment method fee.

PAYMENT METHOD FEES

Refunds and cancellations incur the following fees, which reflect what our payment providers charge us:

FAULTY ITEM REFUNDS

Once your faulty item is reported and approved, we'll send you an email confirming your refund or replacement. Refunds are processed back to your original payment method within 5 business days. Depending on your bank, it can take a few additional days to appear in your account.

If you haven't received your refund after 10 business days, please check with your bank first, then contact us at info@tillyandwilbur.com.au.

RETURN TO SENDER ORDERS

If your parcel is returned to us marked "Return to Sender" - usually because of an incorrect address or an unclaimed delivery - we are unable to offer a refund. You have two options:

1. Pay the Return to Sender fee of $13.45 so we can hold the parcel for you, or
2. Re-purchase postage so we can resend the order to a corrected address.

We'll contact you as soon as the parcel arrives back with us so you can decide.

RETURN SHIPPING (if approved)

If a return has been pre-approved by our team, please contact us at info@tillyandwilbur.com.au for our return address before sending anything back.

• Customers are responsible for paying their own return shipping costs.
• Shipping costs are non-refundable.
• If a refund is approved, return shipping costs will be deducted from the refund.
• For items valued over $75, we strongly recommend using a tracked service. We cannot guarantee we will receive items returned without tracking.

QUESTIONS?

We're a small Australian business and we genuinely want every Tilly&Wilbur order to be loved. If something isn't right, please get in touch and we'll do our best to make it right.