Returns and Exchanges
Change-of-mind return policy
At George & Willy, we want to ensure that you love your purchase. If something in your parcel is not quite right, please contact firstname.lastname@example.org within 100 days of receiving your parcel and we can arrange an exchange or store credit for your order according to your preference. You can return or exchange any item purchased through our online store within 100 days of receiving your order. Returns will be processed within 14 days of receiving your returned item.
Items must be returned unused and unaltered with all original packaging intact. Upon receipt of your returned products, they will be checked over for final approval before a refund is processed.
If the returned products are damaged or components are missing, your refund will be at the discretion of George & Willy staff.
The cost of return shipping will be your responsibility unless the item was incorrect or faulty, and we are unable to reimburse any customs, duties, or taxes. Please bear in mind that our return address is in Christchurch, New Zealand. This can make returns shipping expensive from Australia.
Faulty or incorrect goods return policy
If you have received your parcel and realised a product is damaged or not what you ordered, please notify us immediately upon discovering the fault or error, or within 100 days of receiving your parcel at email@example.com. Our customer service team will get back to you with a resolution within 3 business days.
Once we have confirmed the fault or error, we will repair, replace, or refund the item. If the item is faulty or incorrect, we will cover the cost of return shipping and cover all shipping costs incurred in replacing the item.
Sale product return policy
Please choose sale items carefully, as we can’t return or exchange them due to a change of mind. All products purchased on sale are final sale. If you’ve received a sale item that’s faulty or not what you ordered, please read the ‘Faulty or incorrect goods returns’ section above.
Exchanges and credit notes
For an exchange, once we receive your item back we will send out the new item. Please keep in mind that there will be a courier charge for return shipping, which may be higher than your initial shipping charge.
Alternatively, if you have requested a credit note, a voucher will be issued to the email address you placed the order with. We are not responsible for any fees that might be charged by your bank.
Customs and Import Duty for Australian orders over $1000 AUD
Items for orders to Australia over $1000 AUD will be subject to customs duties and taxes. You as the recipient will be liable for all import duties, customs and local sales taxes levied by Australian customs. If you refuse your delivery, you are responsible for the original delivery charges, any applicable tax and duties charges and the cost of returning the package.
For more information regarding your country’s custom policies, please contact your local customs office. We will not grant a refund if you refuse an import fee.