1. Some items handmade and made to order. Our processing time is approximately 1-3 weeks out from the day the order was placed. Please view the product description for more information on the items specific dispatch time. 
2. BooksWithJess is not responsible for any lost or stolen packages/letters. As soon as the package/letters leaves our facility, it becomes the responsibility of Australia Post and all claims must be filed through them. No refund or compensation from BooksWithJess will be provided in lost parcel/letter situations. In a situation where a parcel/letters gets sent back to us, the customer will be contacted to repay associated shipping costs to resend the order. In some cases, we will refund your order minus the shipping cost.
3. BooksWithJess it’s not responsible for any wrong addresses given when placing an order. It is the customers responsibility to enter the correct address at the time of check out. We cannot change the address once the order is made. The customer is responsible to make a repayment of the order if they’d like it resent.
4. Sticker orders DO NOT come with tracking. No refund will be provided if letters do not arrive. If you’d like to add tracking to your sticker order, please do so at checkout.
5. We highly recommend purchasing tracking if you are located in the Middle East, South America, Africa and Europe.
6. No tracking sticker orders can take between 2-5 weeks to reach the US, EU and UK. 1-3 weeks within AU.
   
7. We do not charge customs fees and are not responsible for any charges packages may accrue when transported internationally. Custom charges may occur depending location. We have no control over this. If a package is “returned to sender” for any reason (including late customs pickup or wrong address), BooksWithJess is not required to ship it back out a second time. Refunds will automatically be issued once the package has returned, minus shipping costs. All shipping prices are set by Australia Post based on weight and distance traveled. We do not make any profit from shipping. 
8. We are not able to cover third-party costs, such as phone charges incurred when contacting postal carriers.
9. In a situation where you are missing an item/s from your order, please make contact with our team within 3 business days. Anything after this time frame we cannot further investigate.
10. Digital prints/files are final sale. They cannot be returned for refunds or credits.
    
11. Jewellery pieces cannot be returned for hygiene purposes.
    
12. Orders made after November 30th, we cannot guarantee delivery for Christmas, as most items are currently made to order.

RETURNS/REFUNDS

In the event that you need to make a return, email us at infobookswithjess@gmail.com within 10 days of delivery. BooksWithJess does not offer refunds for returns, only exchange in the form of a credit note. Items must be unworn and damage-free. Once your item is received, it takes us 1-5 business days (our processing time) to process the credit note. Customers must pay for any associated shipping costs. We highly recommend to purchase tracking for your return. We are not responsible for any misplaced returns.

If you have an issue with an item on arrival (eg: faulty,  incorrect design, etc) please make contact within 3 business days of delivery date.

Please note - The following items are not eligible for return:

• Any order made with a 20% or above discount code are final sale and cannot be returned or exchanged. 
• Any boxing day/marked down/sale items are final sale.
• Online market stall/warehouse items are final sale.
• Jewellery.

Items that are returned in a damaged or worn condition will be rejected or incur additional fees. 

FAULTS:

If an item is found to have a manufacturing defect (such as faulty stitching, incorrect assembly etc) we will provide a store credit or replacement.

To be eligible:

• The issue must be reported within 30 days of delivery. After this timeframe, it is deemed to be wear and tear.
• Clear photos must be provided showing the faulty.
• The item must show no signs of misuse, pulling or wear and tear.

What is not covered:

• Damage caused by pulling, stretching or force
• Normal wear and tear
• Damage caused by liquids, hear or mishandling
• Issues arising after extended use

Each claim will be assessed individually.

CANCELLATION

We do not accept cancellations. We do not accept cancellations for ‘accidental’ orders. Once an order is placed, that is final and will be processed straight away.