WHAT IS OUR ONLINE RETURNS POLICY?

Craft is a not-for-profit arts organisation supporting and celebrating the practice of a number of makers working within Australia. We hope you’re happy with every work that you collect from Craft, but if you would like to exchange an item you’ve purchase, we are happy to offer an exchange or credit note. We do ask that the item is returned to us within 30 days of receiving it. If you do have any questions - please don't hesitate to email our lovely team via shop@craft.org.au or call 03 9650 7775.

To be able to exchange a product, you must provide a valid proof of purchase (including receipt, e-receipt, account history or gift receipt). 

Once returned you will be entitled to receive a credit note which last for three years from the date of the return. Please note that this will not include the cost of the original postage and packaging. We are not able to exchange items that appear to have been used, worn, washed, or are not in original condition.

HOW TO MAKE A RETURN

OPTION 1: IN-STORE

  1. Check that you meet the above exchange conditions.
  2. You may return an item in person at Craft’s gallery in Watson Place. 

OPTION 2: VIA POST

  1. Check that you meet the above exchange conditions.
  2. Find your order/receipt number.
  • If you purchased online, it can be found on your confirmation/shipment email. 
  • If you purchased in store, it can be found on your receipt.
  • Please contact our Front of House team on 03 9650 7775 and we'll generate your return label and help you to place the return
  • Exchanges are covered by the customer. We suggest using your local postal service or a courier. If you have any questions — you're welcome to email us via shop@craft.org.au and we'll do our best to assist you! 
    • Ensure your return is well packaged, and meets all the conditions outlined below.
    • Please mark 'Returned Items' clearly on the outer packaging of your parcel and most importantly if your returning your order from another country, please ensure that the 'Return Goods' option is ticked on the customs declaration form, to prevent any import charges and taxes being applied.
    Return Address
    Craft Victoria
    171 Collins Place
    Melbourne,
    3000
      Terms and Guidelines
      • All returned items must be unused, unworn, unwashed, complete with original tags and/or packaging if applicable.
      • We are not responsible for the return shipping costs of the items.
      • All Items must be in original, resalable condition.
      • Please make sure all returned items are well packaged, so as not to be damaged in the post.
      • Please make sure all return packages are sent with a trackable, insured service.
      • We cannot take responsibility for items damaged or lost in the return transit.
      • If returned an item from outside Australia, please clearly mark the package 'RETURNED GOODS', to avoid any customs charges. Craft is NOT responsible for any return custom charges made.

       


      PRIVACY

      Craft is committed to protecting your privacy. You may be asked to provide valid photo identification when returning a product so that we can record your name, address and other identification details. The Personal Information (as defined in the Privacy Act 1988 (Cth)) collected will be stored and used in accordance with Craft’s Privacy Policy.