Returns Policy

We want you to love your Erstwilder purchases, which is why we offer a 60-day return policy for all purchases on that meet the criteria below:

– Items must be returned within 60 days of purchase together with proof of purchase.

– Items must be in their original condition with accompanying gift boxes, story cards and swing tags.

– Lucky Dips, Perfectly Imperfect and Gift Cards cannot be returned

– Earrings are not able to be returned for hygiene reasons

– For each order, a maximum of three items can be returned.

If you return anything within 30-days we’ll issue a refund. After that, (up to 31-60 days) you’ll receive a digital store gift card in place of a refund.

As much as we’d love to, we cannot sustain accepting returns after 60-days has passed. Please do not send items back without first contacting us as you may need to pay to have them returned to you once again and we’d rather you to avoid the unnecessary spend.

We don’t offer exchanges, however if you get a digital gift card, you can use this to purchase something else you will love – super easy!

Note: If a one-use discount code is redeemed with an order that is then subsequently cancelled or has an item returned due to change of mind, the discount code will not be reinstated and only the paid amount (after discounts) will be refunded or credited.

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Return Postage Fees

Where items are returned due to faults, a full refund will be issued for the purchase, including any original postage fees paid. For ‘change of mind’ returns the value of the refund or digital gift card will be to the value of the product only. We can provide a prepaid label for ‘Change of Mind’ returns in Australia, with the $8.95 cost deducted from your refund. International customers are responsible for their own return postage for ‘Change of Mind’ returns. Also, if your return reduces your original order total to below the free shipping threshold when your order was placed, then the return amount will have any original shipping fees subtracted. Sometimes we’re not able to tell from photos or evidence provided whether there is in fact a fault. In these instances, we’ll provide you with a pre-paid returns label to ship your piece/s back to us so we can assess the fault in person. If we determine that there is no fault you may be required to pay a re-shipping fee to have the item sent to you again.

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Fair Use

Don’t get us wrong, we’re sure 99% of you are lovely, trustworthy and honest people, but as a small business we need to protect ourselves from being taken advantage of. So, if we notice a strange pattern of returns, we might need to investigate and take action, such as deactivating the account in question. This may be in cases where we think people are wearing items and then sending them back, or ordering multiples of an item during a launch and then consistently returning some. If you find your account deactivated and believe it to be in error please reach out to us at email.

If you have any questions regarding your return please email the team at email.

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How to Return an Item

As per our policy, we accept returns on eligible product for either change of mind or faulty product.

The process for the return will depend on the return type and your location.

Please note, for all scenarios, we cannot be held responsible for any lost returns.

CHANGE OF MIND returns

Australian customers

Erstwilder can provide a pre-paid Australia Post label, with the $7.95 cost deducted from your refund. Alternatively, you can choose to organise your own return delivery, in which case we strongly recommend using a traceable delivery method
and taking note of your tracking number.

To organise a pre-paid label, please contact customer case via email at email with ‘RETURNS’ in the subject line and be sure to include your contact details and order number.

Otherwise, please send your return (including your contact details and order number) to the following address:

International customers

International customers are responsible for organising their own return postage. We strongly recommend using a traceable delivery method and taking
note of your tracking number.

Please send your return (including your contact details and order number) to
the following address:

FAULTY PRODUCT returns

To return an item due to a product fault, please email us at email with ‘RETURNS FAULTY’ in the subject line and be sure to include your contact details, order number
and reason for the return in the body of the email, including pictures of the fault.

Then, please wait for our team to assess and reply. Don’t worry, we’ll get back to you as quickly as possible, usually by the next business day!

Australian customers

For all approved returns, we will then issue you with a pre-paid returns label. You can print and take it along to the post office to send your return. If you
don’t have a printer, most Australia Post Offices can print for you!

You can check if yours does here: 

International customers

Our customer care team will reply with the best solution based on your region, case by case.

What happens next?

Once a return (change of mind or faulty product) is received at HQ, it will be reviewed and after being cleared you will receive a refund for the purchase price.

Please note, if any discount codes were used during checkout, the final discounted price that was paid will be refunded, as per your order confirmation details.

If the return is for a change of mind you will be refunded the product value less any associated shipping charges (original and return shipping) but with our pre-paid return labels you’ll be getting the lowest possible shipping rates.

We endeavor to process refunds as soon as they are received but please allow up to 5 working days for returns to be processed, especially during peak busy periods.

You will receive an email notification of any refund once it has been processed.

Please note: If a one-use discount code is redeemed with an order that is then subsequently cancelled or has an item returned due to change of mind, the discount code will not be reinstated and only the paid amount (after discounts) will be refunded or credited.

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How to Exchange an Item

Due to the limited nature of our pieces, we are unable to offer exchanges on any items. If you would like a different item to the one you have ordered, we suggest purchasing the new piece and following the returns process for a refund of the original item.

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Can I return an item purchased from a stockist?

Return and exchange policies are subject to the discretion of individual stockists. The same policy stated above may not apply. If you have purchased an Erstwilder product from an authorised stockist, any request for a refund or exchange must be first directed to the store of purchase. If you are not happy with their response please reach out to us at email.

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Can Erstwilder repair damaged designs?

We don’t currently offer repairs, but minor issues can often be fixed easily if you’re outside of our returns and exchanges window so do ask us! We have a fantastic returns and exchange policy though. For all the details on this, please head across to our Returns Information.