Returns & Exchanges

Returns & Exchanges

I entered in the wrong details under my order - can these be changed?

Please email us as soon as possible at enquiries@artisanornaments.com.au with "URGENT - DETAILS CHANGE" in the subject field, and the order number and detail change written clearly in the email (Eg Change Red writing to Gold, Thomas to Tom). If your bauble has not yet been personalised, we will gladly make the change for you.

Unfortunately we cannot make changes to orders that have already been personalised. It is the customers responsibility to ensure that all details entered are correct - we will not take any responsibility for errors or omissions on the customers end, and will fill out orders exactly as the details are provided to us.

My bauble has arrived broken - what should I do?

We ensure that all our products are packed and handled with the utmost care, however, in rare circumstances damage can occur during transit. In the event of a product arriving broken, please take a photo of the product within 48 hours and send through to enquiries@artisanornaments.com.au. Replacement orders unfortunately cannot have the details changed (design, colour, name etc) from the original broken order.

What is your refund and exchange policy?

Please choose carefully. Note that this is a personalised item and writing may differ from that which is shown in pictures. We do not normally give refunds if you simply change your mind or make a wrong decision. You can choose between a refund, exchange or credit where goods are faulty, have been wrongly described, are different to the product purchased on the website or don’t perform as advertised.