Refund policy

Each Everplace piece is made to order and customised to a specific location and set of details. For this reason, returns or exchanges are not accepted for change of mind.

We take great care to ensure every order is created as described and finished to a high standard. However, if your item arrives damaged or there is an error with your order, please contact us within 7 days of delivery so we can help resolve the issue.

To assist us, please include:

  • your order number

  • a brief description of the issue

  • clear photos if the item has arrived damaged or incorrect

If a return or replacement is approved, instructions will be provided. Items sent back without prior approval cannot be accepted.

This policy does not affect your rights under Australian Consumer Law.

If you have any questions before placing an order, we encourage you to get in touch. We are always happy to help clarify details before production begins.

As each piece is made to order, please review all personalisation details carefully before submitting your order.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@everplace.com.au.