Change-of-mind return policy
At George & Willy, we want to ensure that you love your purchase. If something in your parcel is not quite right, please send it back and we will exchange or store credit your order according to your preference. You can return or exchange any item purchased through our online store within 10 days of receiving your order.
Items must be returned unused and unaltered with all original packaging intact. Original shipping costs will not be refunded unless the item was incorrect or faulty. The cost of return shipping will be your responsibility unless the item was incorrect or faulty, and we are unable to reimburse any customs, duties, or taxes. Please bear in mind that our return address is in Christchurch, New Zealand. This can make returns shipping expensive from Australia.
Faulty or incorrect goods return policy
If you have received your parcel and realised a product is damaged or not what you ordered, please notify us immediately upon discovering the fault or error at email@example.com. Our customer service team will get back to you with a resolution within 3 business days.
Once we receive the item, we will repair, replace, or refund the item. If the item is faulty or incorrect, we will cover the cost of return shipping and cover all shipping costs incurred in replacing the item.
Sale product return policy
Please choose sale items carefully, as we can’t return or exchange them due to a change of mind.
If you’ve received a sale item that’s faulty or not what you ordered, please read the ‘Faulty or incorrect goods returns’ section above.
Exchanges and credit notes
For an exchange, once we receive your item back we will send out the new item, however there will be a courier charge for shipping, which may be higher than your initial shipping charge.
Alternatively, if you have requested a credit note, a voucher will be issued to the email address you placed the order with. We are not responsible for any fees that might be charged by your bank.
Customs and Import Duty for Australian orders over $1000 AUD
Items for orders to Australia over $1000 AUD may be subject to customs duties and taxes. You as the recipient will be liable for all import duties, customs and local sales taxes levied by Australian customs. If you refuse your delivery, you are responsible for the original delivery charges, any applicable tax and duties charges and the cost of returning the package.