Return and Refund Policy

Last updated: January 2024

Service Cancellations

Craftedonehandma offers the following cancellation and refund policy for our personal shopping services. We understand that circumstances change, and we aim to be fair and flexible while respecting our stylists' time and scheduling commitments.

Cancellation Timeframes

• 48+ hours notice: Full refund of service fee, no questions asked
• 24-48 hours notice: 50% refund of service fee, or option to reschedule at no additional charge
• Less than 24 hours notice: No refund (emergency circumstances may be considered on a case-by-case basis)
• No-show: No refund, full service fee charged

To cancel a service, please contact us via email at info@craftedonehandma.cv or call +61 2 8356 7421. Cancellation requests must be confirmed in writing (email) to be valid.

Rescheduling

You may reschedule your appointment at no additional charge if requested at least 48 hours in advance. Rescheduling requests made with less than 48 hours notice may be subject to availability and a rescheduling fee of $25 AUD.

We will work with you to find an alternative appointment time that works for both parties. Rescheduled appointments must be completed within 3 months of the original booking date.

Multiple rescheduling requests (more than 2) may result in a rescheduling fee regardless of notice period.

Purchased Items

Please note that Craftedonehandma acts as a shopping concierge and styling service. We do not sell merchandise directly. All purchases made during shopping sessions are transactions between you and the retailer.

We assist you in selecting and purchasing items, but we are not the seller and therefore cannot process returns or refunds for merchandise purchases.

Item Returns

Return policies for purchased items are determined by the individual retailers where items were purchased. We recommend:

• Keeping all receipts and tags in a safe place
• Reviewing the retailer's return policy at the time of purchase
• Contacting the retailer directly for return inquiries
• Acting within the retailer's return timeframe (typically 14-30 days)
• Ensuring items are in original condition with tags attached

Most retailers require items to be unworn, unwashed, and with original tags attached for returns. Some items, such as undergarments or personalized items, may not be returnable.

Our Assistance

While we cannot process returns on behalf of retailers, we are happy to assist you with:

• Locating receipts and purchase information
• Understanding retailer return policies
• Coordinating exchanges when possible
• Providing guidance on return procedures
• Helping you contact retailers for return authorization

If you need assistance with returns, please contact us and we'll do our best to help facilitate the process.

Service Satisfaction

We are committed to providing excellent service and ensuring your satisfaction. If you are not satisfied with your shopping experience, please contact us within 7 days of your service date. We will work with you to address concerns and may offer:

• Additional consultation time at no charge
• Follow-up styling assistance
• Partial refund consideration (on a case-by-case basis)
• Complimentary service adjustments
• Referral to a different stylist if personality fit is an issue

We value your feedback and use it to continuously improve our services. Please be specific about your concerns so we can address them appropriately.

Refund Processing

If a refund is approved, the following applies:

• Refunds will be processed to the original payment method used for booking
• Processing time is typically 5-10 business days, depending on your bank or payment provider
• You will receive confirmation via email once the refund is processed
• Refund amounts will match the original payment, minus any applicable cancellation fees
• If payment was made by bank transfer, refunds may take up to 14 business days

Please note that we cannot refund to a different payment method than the one used for the original transaction for security reasons.

Non-Refundable Services

The following are non-refundable once service has been provided:

• Completed consultation sessions
• Completed shopping sessions
• Completed closet editing services
• Digital style guides and documents that have been delivered
• Style profile assessments that have been completed
• Any add-on services that have been fully delivered

If you are unsatisfied with a completed service, please contact us to discuss options for addressing your concerns, which may include additional services or adjustments rather than refunds.

Special Circumstances

We understand that emergencies and unexpected situations occur. If you need to cancel or modify your service due to:

• Medical emergencies (with documentation)
• Family emergencies (death, serious illness)
• Natural disasters or severe weather
• Unexpected travel restrictions
• Other unforeseen circumstances beyond your control

Please contact us as soon as possible. We will review your situation on a case-by-case basis and work with you to find a fair solution, which may include:

• Full refund regardless of notice period
• Free rescheduling
• Partial refund with option to reschedule
• Credit toward future services

We request that you provide documentation when possible (medical certificates, travel confirmations, etc.) to help us process special circumstance requests efficiently.

Gift Certificates and Vouchers

Gift certificates and service vouchers are non-refundable but may be transferred to another person. They are valid for 12 months from the date of purchase unless otherwise stated.

If a gift certificate expires, we may offer an extension or credit at our discretion. Please contact us before expiration to discuss options.

Disputes and Complaints

If you have a dispute regarding refunds or returns, please contact us first to discuss the matter. We are committed to resolving issues fairly and amicably.

If we cannot resolve a dispute to your satisfaction, you may:

• Contact the Australian Competition and Consumer Commission (ACCC)
• Seek mediation through a consumer dispute resolution service
• Contact your payment provider to dispute the charge (if applicable)

We will cooperate fully with any legitimate dispute resolution process.

Contact Us

For questions about returns, refunds, or cancellations, please contact us: