Refund policy
INCORRECT OR DAMAGED ITEMS
If your order arrives incorrect or damaged, please contact us within 30 days of receiving your order at ask@onlythesweetstuff.com.au with your order number and photos of the issue.
We understand couriers can sometimes have a life of their own, so if your parcel has been damaged during transit, we will work with you to find a suitable resolution.
Approved returns for incorrect, damaged, or faulty items will be replaced or refunded where applicable.
CHANGE OF MIND
We do not offer refunds or exchanges for change of mind purchases.
For non-personalised items, we may offer store credit once the item has been returned to us within 30 days of purchase. A re-stocking fee of 20% will apply.
To be eligible for store credit:
- The item must be unused and in the same condition it was received
- Proof of purchase must be provided
- The item must be returned within 30 days of purchase
- Return postage is at the customer’s expense
If your order originally qualified for free shipping, the original shipping cost incurred by Only the Sweet Stuff will be deducted from the store credit amount.
Please contact ask@onlythesweetstuff.com.au prior to returning any items so we can provide return instructions.
GIFT CARDS
Gift cards are valid on full-priced items only.
Gift cards received through surprise packs or promotional offers expire at the end of the calendar year in which they were issued unless otherwise stated.
100% MONEY BACK GUARANTEE
We stand behind the quality of our products and want you to love your purchase.
If something is not right, please contact us within 7 days of receiving your order at ask@onlythesweetstuff.com.au and we will work with you to resolve the issue.
Where approved, refunds will be processed back to the original payment method used at checkout.
CHANGE OF SUPPLIERS
Due to supply shortages and shipping delays, we may occasionally need to change suppliers for certain products.
As a result, slight differences in finish, colour, or exterior appearance may occur from time to time.
MANUFACTURING FAULTS
Items found to have manufacturing faults will be replaced at no additional charge.
Claims relating to faulty items must be submitted within 30 days of receiving your order and approved prior to any return being sent back.
Please include:
- Your order number
- A description of the fault
- Clear photos of the issue
Email all claims to ask@onlythesweetstuff.com.au.
CHANGE OF ADDRESS
Please ensure your shipping address is correct during checkout and in your order confirmation.
Address changes can only be made prior to dispatch and must be confirmed by our team.
Once an order has been shipped, Only the Sweet Stuff is not responsible for parcels delivered to an incorrect address supplied by the customer.
OFFERS & PROMOTIONS
Only one promotional offer may be used per order unless otherwise stated.
For example:
- Sale discounts cannot be combined with gift with purchase promotions
Offers may still be used in conjunction with free shipping promotions where applicable.
LOST PARCELS
If an incorrect shipping address is supplied by the customer and the parcel is returned to sender, the customer will be responsible for the cost of re-shipping the order.
If a parcel is lost in transit, we will investigate the matter with the shipping provider before a refund or replacement is considered.
PRE-ORDERS
Pre-order items will be clearly marked on the product listing along with estimated arrival dates where available.
Please note:
- Estimated arrival dates are subject to change
- Shipping delays outside of our control may occur
- Refunds will not be issued due to changes in estimated arrival dates
If in-stock items are purchased alongside pre-order items, the entire order will be shipped together once all items are available unless the separate shipping option has been selected at checkout.
PICK UPS
Customers selecting local pick up will receive notification once their order is ready.
If orders are not collected within one month, follow up contact will be attempted. Orders uncollected after two follow up attempts may be refunded less a 5% restocking fee.
CONTACT US
For all return, refund, or order enquiries please contact:
Please include your order number in the subject line to help us assist you as quickly as possible.