Refund policy
At Darling Downs Decor, we take pride in every item we make.
Because all of our products are made to order and personalised
specifically for you, we ask that you read our policy carefully
before placing your order.
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PERSONALISED & MADE-TO-ORDER ITEMS
As all of our products are custom-made and personalised to your
specifications, we are unable to accept returns or offer refunds
simply because you have changed your mind. This includes changes
to name spelling, colour choices, or sizing after an order has
been placed.
Please double-check all personalisation details (spelling,
capitalisation, colour selections) before completing your purchase.
If you notice an error in your order, contact us immediately at
support@darlingdownsdecor.com.au and we will do our best to make
changes before production begins.
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DAMAGED, DEFECTIVE OR INCORRECT ITEMS
We stand behind the quality of everything we make. If your item
arrives damaged, defective, or is not what you ordered, we will
make it right.
To be eligible for a replacement or refund in these cases, please:
1. Contact us within 7 days of receiving your order
2. Email support@darlingdownsdecor.com.au with your order number
3. Include clear photos of the item and packaging
Once reviewed, we will offer one of the following resolutions at
our discretion:
- A replacement item sent to you at no extra cost
- A store credit
- A full or partial refund to your original payment method
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HOW TO RETURN AN ITEM (IF APPROVED)
If your return is approved, we will provide you with return
instructions via email. Returns are to be sent via Australia Post.
Please note:
- Do not send items back before receiving approval and
instructions from us
- Items must be returned in their original condition and packaging
where possible
- Return shipping costs are covered by Darling Downs Decor for
damaged or incorrect items
- We are not responsible for items lost in return transit — we
recommend using tracked postage
Once we receive and inspect the returned item, we will notify you
of the outcome within 3 business days.
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REFUNDS
Approved refunds will be processed to your original payment method
within 5–10 business days depending on your bank or payment
provider. You will receive an email confirmation once your refund
has been issued.
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ORDER CANCELLATIONS
As our items go into production quickly after an order is placed,
cancellations can only be accepted within 24 hours of purchase and
before production has begun. Please email
support@darlingdownsdecor.com.au as soon as possible if you need
to cancel.
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LOST OR DELAYED PARCELS
Once your order has been dispatched, delivery is handled by
Australia Post. If your parcel appears lost or significantly
delayed, please:
1. Check your tracking link (provided in your shipping
confirmation email)
2. Contact Australia Post directly with your tracking number
3. If the issue remains unresolved, reach out to us at
support@darlingdownsdecor.com.au and we will assist where
we can
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CONTACT US
If you have any questions about your order or this policy,
we're happy to help.
📧 support@darlingdownsdecor.com.au
🌐 darlingdownsdecor.com.au
📘 facebook.com/DarlingDownsDecor
Darling Downs Decor
Toowoomba, Queensland, Australia