Returns / Refunds Policy

General Returns Policy

How long do I have to return the item?

15 days after receiving the order. Unless the return is for a fault or if we agree that the issue was our mistake. 

In what condition can items be returned?

The returned item must be unused and in the same condition it was received including with all packaging and tags. 

Will a refund be issued, and if so, how much and what type (e.g. store credit or refund)?

We follow Australian Consumer Guidelines when we manage returns and faults. You can find out more here: ACCC Guidelines

Please choose carefully. If you didn't measure quite right, or you changed your mind or you purchased for a gift and the giftee doesn't like it, then we are happy to exchange or offer a store-credit less the costs incurred to deliver and process the order (in cases where there was free shipping provided by us, we will need to recover this). There's often something that can be worked out and we aim to please. 

How do exchanges work?

If you are not satisfied with your purchase, please contact us at support@jackstillman.com.au. From there, we may arrange a return to us. Please DO NOT JUST SEND THE ITEM BACK. Once we have received the order we will inspect it to make sure it is able to be sold again and then issue a refund or exchange via the original payment method depending on what was discussed. 

Do you accept returns or refunds for sale items?

No. Unless the item is damaged or not as stated. 

Who will pay for shipping?

You pay for the return postage for refunds and exchanges. If the return is for a fault or otherwise our mistake we will pay all return costs. 

We may also reclaim our costs in relation to free postage provided in your original order. 

Please note that PayPal has an excellent Free Returns policy that is too good not to use so check it out here: https://www.paypal.com/au/webapps/mpp/returns

Got any more questions? 

Please contact us and we will get back to you.