Returns & Exchanges Policy
Blackbird & Fox want you (or your gift recipient) to be happy with your purchase. You can make a ‘change of mind’ return and receive goods or a credit note (or a combination of both) to the value of your purchase. Please note, we do not provide refunds for 'change of mind' exchanges.
Goods may not be used, worn or altered to be considered for a ‘change of mind exchange’, they must be returned in saleable condition.
Please note that products that are sold at discount with a description of a pre-existing fault or defect cannot then be returned for said fault.
Returns and exchanges must be received within 14 days of your purchase. If you are purchasing ‘ahead of time’ (ie for a future birthday or Christmas) you can ask us to provide you with an Extended Return Note on your receipt, which is valid for 31 days.
All return shipping costs are the responsibility of the purchaser (unless the item has been delivered incorrectly or is faulty). We recommend you make all returns via Registered Post or with a tracked courier, as Blackbird & Fox is not liable for any items lost in transit.
Proof of purchase must be provided for returns and exchanges. If you have lost your payment receipt or gift receipt, we request that you provide us with the date of your purchase, so it can be verified against our sales records.
Repairs, Replacements and Refunds
Rest assured, Blackbird & Fox abides by Australian Consumer Law, and if we ever supply you with a ‘dud’, you will be refunded in full. If an item is faulty, does not match the product description or does not function in the manner described, and cannot be replaced or repaired in an adequate and timely manner, it will be accepted for a full refund, including the cost of return shipping.
Much of our product range is handcrafted, and made from natural materials. For these items, listed measurements and colours are a guide only and small variations in colour, form and finish are normal. Such variations are an intrinsic part of handcrafted products and are not considered ‘faults’ or ‘defects’ unless they render the product unfit for its intended use. If you have any concerns about purchasing handcrafted goods, you are most welcome to view our range instore to make your selection personally.
Refunds will not be provided for any damage incurred in general wear and tear of an item, or for accidental or intentional damage to an item. Refunds are only issued in the instance of a genuine defect in the manufacture or function of an item, or significant difference from the product’s description. Cash refunds are permissable for cash sales only. If an item is purchased using EFT or a credit card, then the refund will be issued only to the purchasing card.
Proof of Purchase in the form of a store issued receipt is required for any Refund.
For more information about returns and exchanges, please contact us via email.
Damaged goods
All care is taken to ensure that your purchases are adequately and securely packed for shipping. If an item arrives with you broken, please take a photograph of the damaged item and its packaging to provide to us to substantiate your claim. Depending on the nature of the damage, we may need to retrieve the affected item from you, so please do not dispose of it until your replacement claim is approved and completed. Please contact us immediately upon receipt of any damaged item/s and we will make arrangements to replace your item at no cost, or, if a suitable replacement is unavailable, refund your purchase price in full.
Please note that much of our product range is handcrafted, and made from natural materials. For these items, listed measurements and colours are a guide only and small variations in colour, form and finish are normal. Such variations are an intrinsic part of handcrafted products and are not considered ‘faults’, ‘defects’ or ‘damage'.