Refund policy

Returns & Refunds

Every Artisan Ornament is mouth-blown, hand-painted, and personalised by hand especially for you. Because each piece is made to order with your chosen name or message, we're unable to accept returns or exchanges for change of mind — a bauble lettered with someone's name simply can't be resold. We know you'll understand.

That said, your order is fully looked after, and your rights under the Australian Consumer Law always apply.

If your order arrives damaged or faulty
Our baubles are glass, and while we pack every order with great care, breakages can occasionally happen in transit. If your item arrives damaged, broken, or faulty, we'll gladly replace or refund it. Email support@artisanornaments.com.au within 7 days of delivery with your order number and a photo of the item (and the packaging, if it broke on the way). We'll sort a replacement or refund straight away.

If we've made a mistake with your personalisation
We letter every name by hand and check each order carefully. If we've misspelled a name or lettered something other than what you ordered, that's on us — we'll remake and resend it free of charge. Just email us within 7 days with your order number and a photo.

Please note: personalisation is created exactly as entered at checkout, so we're unable to cover errors in the details you provided (for example, a typo in your own spelling). Please double-check your spelling before ordering — and if you spot a mistake in your order, contact us as fast as possible; if it hasn't been lettered yet, we'll do our best to fix it.

Refunds
Approved refunds are returned to your original payment method within 5–10 business days. Original shipping is non-refundable except where an item is faulty, damaged, or incorrect.

Cancellations & changes
Because we begin personalising orders quickly, changes or cancellations can't be guaranteed once an order is placed. Contact us as soon as you can and we'll help wherever the piece hasn't yet been lettered.

Your consumer rights
Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded — you're entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they aren't of acceptable quality.

Need a hand?
We're a small family team and always happy to help. Email support@artisanornaments.com.au.