Refund policy

Australian Consumer Law

Our goods come with consumer guarantees under the Australian Consumer Law that cannot be excluded. For a major failure you may choose a refund or replacement. For other failures, we will provide a remedy as required by law. The 14-day return period, sale-item exclusions, packaging conditions and return-authorisation process below apply to voluntary change-of-mind returns and do not limit your consumer guarantee rights. Contact support@shoptoheaven.com if an item is faulty, damaged, not as described or otherwise fails a consumer guarantee.

14-day change-of-mind returns

You have 14 days after receiving your item to request a change-of-mind return. For these returns, the item must be unworn or unused, with tags and in its original packaging. Please provide your receipt or proof of purchase.

To request a return, contact support@shoptoheaven.com. We will provide the return address in our reply. If accepted, we will send a return shipping label and instructions. Please request authorisation before sending an item back. You can contact us at the same email with any return questions.

Damages and issues

Please inspect your order on receipt and contact us promptly if the item is defective, damaged or incorrect so we can assess the issue and provide an appropriate remedy.

Exceptions / non-returnable items

Change-of-mind returns are not accepted for perishable goods such as food, flowers or plants, custom or personalised products, personal care goods such as beauty products, hazardous materials, flammable liquids or gases. We do not offer change-of-mind returns on sale items or gift cards. These exclusions do not affect remedies required under applicable consumer law. Please contact us if you have questions about a specific item.

Exchanges

The fastest way to exchange an item is to request a return and, once accepted, make a separate purchase for the replacement item.

European Union 14-day cooling-off period

If merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification, subject to applicable law. For change-of-mind returns, the item should be unworn or unused, with tags, in its original packaging, and accompanied by proof of purchase. Mandatory consumer rights remain unaffected.

Refunds

We will notify you after receiving and inspecting your return whether your refund has been approved. If approved, the refund will be issued to your original payment method within 10 business days. Your bank or card provider may take additional time to process it. If more than 15 business days have passed since approval, contact support@shoptoheaven.com. These processing estimates do not limit any rights or deadlines under applicable consumer law.