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HOW DO I CANCEL AN ORDER?
If you are cancelling an order, and we have already shipped your order..
We can cancel your order, if you e-mail us at [email protected], letting us know that you would like to cancel the order. You may not have received the order yet, but will need to return an item when you receive it.
We will provide the correct shipping address for the exchange or return. Please include in this shipment your personal contact information that you used to make the order.
Please note that some items are unable to be cancelled or returned after the order preparation is commenced.
HOW DO I EXCHANGE AN ITEM?
If you would like to return and exchange an item, please e-mail us at [email protected], letting us know you would like to return an item for an exchange within 30 days of courier/postal delivery of the item (for all countries/locations).
To exchange items that are faulty, damaged or incorrect: please email images of the items and any damaged packaging to the email above. We will then email you a shipping label for you to return the item to the correct address. Please include in the package your personal contact information that you used to make the order and order number where possible.
To exchange items that where you have changed your mind: please email requesting to return the items to the email above. We will then email you the address to return the item to, noting different items may need to be sent to different addresses depending on which vendor the item was purchased from. Please include in the package your personal contact information that you used to make the order and order number where possible. We will then provide a replacement item for the items being returned noting the information below.
For exchanges for a product with the same vendor, you will need to send the item/s back the item you wish to exchange to the same vendor as it was purchased from. Once the vendor receives the item they will either
- exchange the item, by providing a credit for the item for you to use in their store. If the original product sent was faulty, damaged in transit or incorrect because of our error. The vendor will provide a free shipping for the new item to exchange the item with a replacement item. In some cases, the vendor may refund the original item including the original shipping paid and then you can select a new item from the store as an exchange.
For exchanges for a product from a different vendor, we request that you send back the item you wish to exchange to the original vendor. Once the vendor receives the item they will refund the original item less the original shipping paid, unless the original product was faulty, damaged or incorrect because of our error. We will then provide a credit for the funds for you to use across the First Nations Gifts site and a discounted shipping code. If the product was faulty or damaged, the vendor will refund both the full product cost and the original shipping amount.
Please note: Final sale items, Food based products (except damaged or spoiled goods) and fresh products (eg.flowers) are not eligible for return.
Personalised or Customised items
As personalised or customised items are made specifically for you, these cannot be exchanged unless damaged or faulty or not as described on the site.
We do our best to package items to reduce the chances of them being damaged when in transit.
Unfortunately, sometimes while all best efforts are made to protect your items they may arrive damaged. If this is the case, please email us photographs of the breakage and the packaging for us to assess and we will send a replacement (where available) out as soon as possible.
Depending on the damage done or what the product is, we may ask you to return the parcel to us. In this case, we will provide an address for the return of the item.
If you’ve decided you’d rather have a refund rather than a replacement or credit, as soon as the faulty item has been posted back to us we will refund you fully for the product including the original shipping costs you may have paid.
HOW DO I RETURN AN ITEM AND GET A REFUND?
If you would like to return an item and obtain a refund, please e-mail us at [email protected], letting us know you would like to return an item for a refund within 30 days of courier/postal delivery of the item (for all countries/locations).
For items that are faulty, damaged or incorrect: please email images of the items and any damaged packaging to the email above. We will then email you a shipping label for you to return the item to the correct address. Please include in the package your personal contact information that you used to make the order and order number where possible. Within 30 days of courier/postal delivery of the item we will provide a free shipping label for an item to be returned to the vendor. A refund will then be processed including the original cost of shipping that was charged to you.
For items that where you have changed your mind: please email requesting to return the items to the email above. We will then email you the address to return the item to, noting different items may need to be sent to different addresses depending on which vendor the item was purchased from. Please include in the package your personal contact information that you used to make the order and order number where possible. Our returns policy is that the customer pays for shipping back to return an item to the vendor. A refund will then be processed once the item is received and processed.
Final sale items, Food based products and fresh item (eg. flowers) are not eligible for return and refund (unless damaged, spoiled or incorrect).
Personalised or Customised items
As personalised or customised items are made specifically for you. Personalised items are not able to be returned unless damaged through our error, faulty or not as described on the site.
