Return and Exchanges

 

In the unlikely event your product arrives damaged or not meeting your expectations of appearance, please contact us at hello@townfolk.com.au as soon as possible.

If you are unhappy with your purchase for any other reason, please get in touch with us within 7 days of receiving your purchase so we can discuss a resolution that works for you, whether this be a store credit or replacement. Please keep in mind the terms and conditions below when requesting or making a return.

 

Exchanges

  • For all refunds and exchanges, please email hello@townfolk.com.au within 7 days of receiving your purchase to discuss your exchange.
  • We accept exchanges within 14 days of purchasing the item if the item has not been worn / used, is in original condition and any garment has the tags intact.
  • The return postage will be at the customers expense, unless the item is faulty or damaged.
  • Once received, we'll process your exchange and get in touch with you. Your exchange will be sent out within 2-3 business days.
  • We do not offer exchanges on any discounted items, including any promotional discounts.

 

Refunds

  • Refunds are only given for faulty or damaged items

 

Please note

  • When returning an item for an exchange, you should consider using a trackable shipping service, as we are not liable for lost packages
  • Town Folk Pty Ltd is not responsible for the cost of return postage unless your item is faulty or damaged.

 

Customer Care

  • We are passionate about our business and especially our customers, and we are here to help you as much as we can. We are two hard working mamas with families, running a small business, some days are busier than others, but we will always endeavour to promptly reply to your emails and queries as soon as possible.
  • You can find us at the Miami Marketta on Wed, Friday and Saturday night between 5 – 10pm. We are also available on request, please email us at hello@townfolk.com.au
  • For all other enquiries please do not hesitate to contact us at hello@townfolk.com.au

 

 

Domestic Shipping

  • We ship all domestic orders via Standard or Express with Australia Post
  • Shipping is FREE for orders over $130 AUD
  • All local deliveries within a 10 km radius of Miami are free to your door
  • Shipping is calculated at the checkout through Australia Post
  • Express shipping takes 1-4 business days to arrive and is calculated at the checkout
  • Once your order has been shipped, you'll receive your tracking number via email or text
  • While we do everything we can to ensure safe delivery or your order, we are not liable for goods once signed for as this is deemed proof of delivery.
  • We use recycled products wherever possible and biodegradable and compostable shipping bags on all orders - we reduce plastic usage by not using it in our packaging and if you do happen to receive an order bubble wrapped, it has been recycled !!!...... YAY for the planet !!

 

International Shipping

  • International shipping varies from country to country in price and length of time for the goods to arrive
  • We ship international orders express shipping with Australia Post and is calculated at checkout.
  • Please note that we are not responsible for duty and taxes that may incur overseas
  • Once your order has been shipped, you'll receive your tracking number via email or text
  • We use biodegradable and compostable shipping bags on all orders - we reduce plastic usage by not using it in our packaging and if you do happen to receive an order bubble wrapped, it has been recycled !!!...... YAY for the planet !!

Will & Bear Hats

We want you to LOVE your hat!

Not your size? Return it! 

Return for store credit.

  • You send the product back to us, we check it is in the original condition, and then issue the credit note for the product purchase price. 

Australia - We will cover the return shipping cost. We will email a pre-paid shipping label to fix your parcel and return it to your closest post office.

International - Return postage is the responsibility of the customer. If you placed your order through Paypal, you may be eligible to get a refund through Paypal for the return shipping costs via this link PayPal Returns Refund

 

 A few terms of return:

  • Products must be unworn with original tags attached.
  • Products must be returned in the original packaging.
  • Returns must be lodged within 14 days of the purchase date. 
  • We do not accept returns for change of mind on style or size exchanges on sale items.

 What if my item is damaged or defective? 

  • In the unlikely event your order is damaged in transit, or defective, you may be eligible for a replacement. Please email us with photos and a description.

What if I received the wrong item?

  • Sometimes we make mistakes, while we endeavour to make them right, please email us explaining the mix up to help us resolve it as quick as possible. All returning goods must be in original condition, be unworn & with original tags.

How long will it take to receive my store credit?

  • Once we have confirmed your request, it may take 1-2 business days to process your return online. You will then receive an email from us with instructions on the next steps. Please wait for this email before sending your item back.
  • Once the item has been received by us, please allow 7-10 business days for your return to be processed. Once approved, we will email you a confirmation of store credit with a credit voucher code to use at checkout.

Please lodge your return request at hello@townfolk.com.au

SALE ITEMS: Please note we do not accept any returns for change of mind on style or size exchanges on sale items.

If you have any further questions, please email us at hello@townfolk.com.au