Refund policy

Returns/Exchanges

If there is a problem with your order and the error is on our behalf, we will correct this as soon as possible.

We are unable to exchange items that are faulty due to misuse or due to a reason not related to the manufacture of the item.

To request a return, you can contact us at hello@xanderandrose.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

he fastest way to ensure you get what you want is to make a separate purchase for the new item.

Exceptions / non-returnable items
Certain types of items cannot be returned,  custom products (including special orders or personalised items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Cancelling Orders 

We do not offer cancellations on order’s; we can offer you a store credit for the value of your order should you wish to cancel your order within 24 hours of placing it.  However, if your order is personalised and is already in production, we are unable to cancel or provide a store credit.

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.

We take a great deal of care to ensure that your package arrives safely. However, in the rare instance that your item arrives damaged (include images of the product in its original packaging) or if there is a problem with your order, please send us an email at hello@xanderandrose.com.au within 48 hours of receiving your order.

Incorrect Item or Personalised Spelling

While we always aim to be 100% accurate in every order we make, sometimes mistakes can occur due to the highly personalised nature of our products. In the unlikely event that your order has a spelling mistake (created in error by us) or you have received the incorrect order, please contact us immediately with your order number and photos.

Discounts and Vouchers

Discounts and Vouchers cannot be applied after the purchase is complete. Discounts cannot apply to existing orders.

 ll promotional codes and discounts are non-transferable and must be redeemed by the allocated time frame. We will not grant an extension or reactivation if the allocated time frame has expired.

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.

To request a return, you can contact us at hello@xanderandrose.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@xanderandrose.com.