Returns Policy
What is our Returns Policy?
All of our products are backed by a 100% Satisfaction Guarantee. If you're not satisfied with any part of your order, please contact our customer service team at info@stuckonyou.com You can also send us a message on Live Chat during office hours or call us AUSTRALIA +61 3 5225 3000 | OUTSIDE AUSTRALIA +61 1800 645 849
Incorrect Personalised Spelling
Please ensure all details are correct before completing your checkout. Our website is set up to automatically process your order as soon as it is placed, making it very hard for us to make any changes or cancel your order after payment has been processed.
Where you receive an incorrectly spelled product, and Stuck On You made the error, we will either refund the product or reprint the product and post it to you free of charge. Please contact our Customer Service Team immediately if you receive a wrong item, we will do our best to rectify this as soon as possible!
Refund
If a refund is offered by us you will be refunded the amount of the product paid for at the time excluding shipping. Where a refund has been arranged, it may take up to 10 business days for the funds to be credited back to the purchasing account. Our customer service team will be able to guide you on timelines.
Store Credit
Depending on the issue with the product, we may offer, and you may choose a store credit instead of a refund or replacement.
Here are the details regarding store credit:
- Your store credit will only be valid for use on the site where the original order was placed.
- Store credit cannot be transferred to another person or account.
- Any orders exceeding the value of the store credit provided will require an additional method of payment for the remaining balance.
- The amount of store credit will be the product's price at the time of purchase, excluding shipping. If the product was part of a consolidated order, free shipping will not apply to the store credit.
- Store credit is valid for 12 months from the date of issue.
- Store credit will be provided via a code that must be entered into the gift card code section at checkout to apply.
What is needed for a returns claim?
Your Order Number: This is your proof of purchase and is located in the confirmation email sent to you when you placed your order.
Provide Photos or Videos: Please capture a few clear photos or a video of the product. This helps our team to see the issue at hand and determine the best course of action.
Description: Please provide us with a thorough description of the issue or fault that you have encountered. This helps our team to understand and work to resolve the issue quickly.
Please email the above to our customer support team at info@stuckonyou.com