Refund policy

📦 Shipping Policy

Thank you for supporting our small Australian business! We take great pride in packaging and dispatching your orders with care and efficiency. Please take a moment to review how our shipping works:

Processing & Shipping Times

  • Orders are typically processed within 1–3 business days.

  • Shipping times will vary depending on your location and the shipping method selected at checkout.

  • Once your order has shipped, you will receive a tracking number via email.

Split Shipments

In some cases—especially for international orders or larger purchases—your order may be sent in multiple parcels due to postage restrictions or regional distribution logistics.
If this happens:

  • You will not be charged additional shipping fees.

  • You’ll receive an email notification with multiple tracking numbers for the respective parcels.

Shipping Carriers

We work with a network of trusted postal and courier services both domestically and internationally to ensure your order reaches you efficiently and securely.

💰 Refund & Returns Policy

We want you to love your purchase, but if something’s not quite right, we’re here to help—with fairness and transparency for everyone involved.

Change of Mind

We do not offer refunds or exchanges for change of mind. Please choose carefully when finalising your purchase.

However, if your order has not yet been processed, please contact us as soon as possible—there may be the possibility to swap items before it ships. The sooner we hear from you, the better!

Missing Packages & Incorrect Addresses

Please note that if your package is returned to sender due to an incorrect address, non-collection, or failure to collect within the carrier’s timeframe (including instances where the package is “forgotten”), you will be responsible for any additional shipping fees to have it resent.

Missing or uncollected packages (including tracking with no or invalid updates) must be reported to us within a reasonable timeframe (no later than 7 days from the last tracking update) to be eligible for resending or further assistance. Anytime outside of this timeframe, we will be unable to provide a refund or re-shipment. We also encourage you to reach out to the shipping company directly. 

If you provided an incorrect or incomplete address at checkout, we are unable to offer refunds and any reshipment costs will be the customer’s responsibility.

If you notice an incorrect address immediately after ordering, please contact us before we send it out. 

Damaged or Faulty Items

If your item arrives damaged or defective, we will gladly assess the issue and offer a suitable resolution (e.g. replacement, refund, or store credit).

To initiate this process, please:

  1. Contact us within 7 days of receiving your order by emailing thegildeddragons@gmail.com or via our contact form.

  2. Provide:

    • Your order number

    • A clear description of the issue

    • Photographic evidence of the damage or fault

We reserve the right to refuse a refund or replacement if adequate evidence is not provided or if the item has been misused.

Australian Consumer Law

Under the Australian Consumer Law, you are entitled to a refund or replacement for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

However, we are not required to provide a refund or replacement if:

  • You change your mind

  • Misuse the product

  • Do not follow care or usage instructions

Returns Process

To be eligible for a return:

  • Your item must be in the same condition you received it—unworn or unused, with tags, and in the original packaging

  • You must have a receipt or proof of purchase

To start a return, contact us at thegildeddragons@gmail.com.
Do not send items back without first requesting a return—we will provide you with a return shipping label and instructions on how and where to send your package. Contact us, and we will provide you with the return address and label.

Damages and Issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.

Exceptions / Non-returnable Items

We do not accept returns for:

  • Perishable goods (e.g. food, flowers, or plants)

  • Custom or personalised items

  • Personal care items (e.g. beauty products)

  • Hazardous materials, flammable liquids, or gases

  • Sale items or gift cards

If you are unsure about your item’s eligibility, feel free to get in touch before purchasing.

Exchanges

If you’d like a different item:

Contact us as soon as your order has been placed, and we may be able to swap it out before it leaves us!

European Union – 14-Day Cooling Off Period

If your order is shipped to the European Union, you are entitled to cancel or return your order within 14 days, for any reason and without justification.
As above, returned items must be unworn/unused, with tags, in the original packaging, and include proof of purchase.

Refunds

Once your return is received and inspected, we will notify you of the outcome:

  • If approved, your refund will be processed to your original payment method within 10 business days

  • Please allow time for your bank or credit card provider to post the refund

If it has been more than 15 business days since your return was approved and you have not received your refund, please contact us at thegildeddragons@gmail.com.

Please note, we do not offer refunds on change of mind, and it is within Australian Consumer Law and Business Rights to offer you an alternative or store credit. Ideally, we want to get you what you purchased! 

✉️ Questions?

Our small but passionate team is here to help!
For all shipping or return enquiries, email us at thegildeddragons@gmail.com and we’ll get back to you within 2 business days.