Returns Policy
Returns & Exchanges
At Special Things, we take great care in designing and packaging every Felt & Form Series product. We want you to be completely satisfied with your purchase.
If for any reason you are not satisfied, eligible items may be returned in accordance with the policy outlined below.
Change of Mind Returns
We accept change of mind returns on eligible Felt & Form Series products within fourteen (14) days of receiving your order. To qualify for a return, products must be:
- Unused and in original condition
- Free from marks, stains, odours, or damage
- • Returned with original packaging where possible
- • Accompanied by proof of purchase
Returns that do not meet these requirements may not be accepted.
How to Request a Return
Before returning any item, please contact us via the Special Things Contact page. Please include:
- Your name
- Order number
- Product purchased
- Reason for return
Once approved, return instructions will be provided. Please do not return products without prior approval.
Return Shipping Costs
Unless an item is faulty or supplied incorrectly, return shipping costs are the responsibility of the purchaser.
We recommend using a tracked shipping service, as Special Things cannot accept responsibility for items lost or damaged during return transit.
Original shipping charges are non-refundable.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us within seven (7) days of delivery. Where possible, please provide:
- Your order number
- A description of the issue
- Photographs of the product and packaging
We will assess the matter and work with you to provide an appropriate resolution.
Refunds
Once a returned item has been received and inspected, we will notify you regarding the outcome of your return request.
Approved refunds will be processed to the original payment method used at checkout.
Please allow approximately 5–10 business days for the funds to appear in your account, depending on your financial institution.
Exchanges
Where stock is available, exchanges may be offered for alternative colours or products of equal value.
If there is a price difference between products, any additional payment or refund will be processed accordingly.
Please contact us prior to arranging an exchange.
Non-Returnable Items
The following items are generally not eligible for return:
- Custom-made or personalised products
- Clearance or discontinued items
- Products that have been used, altered, damaged, or improperly cared for after delivery
Australian Consumer Law
Nothing in this policy excludes or limits your rights under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Contact
For any questions regarding returns, exchanges, or your order, please contact us via the Special Things Contact page.
We are always happy to assist where possible.