Refund policy

Returns
Personalised products are not eligible for return unless product is deemed faulty or product is different from the product preview and order confirmation that was sent to you. We do not take responsibility of wrongful spelling and incorrect images if we have done exactly what has been given to us. Due to this we suggest double checking all spelling and details are correct before completing your checkout.

Change of mind is not considered eligible for return

Black Orchid Designs do not take responsibility If photos are blurry, pixelated and/or discoloured due to being saved and sent from social media accounts, have added social media and phone filters and/or being cropped from the original size.

We recommend that you send through the image from an original source (phone or camera) that is at least 8MegaPixels (3264 x 2448 pixels) as the lowest resolution, anything lower than this we can not guarantee print quality.

Black Orchid Designs will not be responsible of a product doesn't look exactly how an image looks on your screen, please allow for minor colour variation from your monitor to real life; all screens display colours differently.

For those products made out of natural mediums  we are not able to guarantee certain grain, knot placement and/or overall colour of product.

To be eligible for a return, your item must be unpersonalised, unused and in the same condition that you received it. It must also be in the original packaging.

We cannot take any responsibility for lost or damaged mail once it has left our care. We also don’t offer refunds or exchanges on personalised and custom orders.

If your item arrives damaged please contact us within 48 hours with your order number and photographs and descriptions of the damage exactly as they have arrived to you. We’ll assess damage on a case-by-case basis, and it’s at our discretion to determine whether an item can be returned and replaced or repaired on the basis of damage. Furthermore, we’ll refuse a damaged return if you haven’t sent us an email notification and appropriate corresponding photographs within the specified time period after receiving your order.

Where repair or replacement is deemed necessary by our team, your initial item must be returned to us in an unused condition, including all original packaging. All return shipping costs are payable by the customer. We recommend that you carefully repackage your item to avoid any damage during delivery and consider using tracked or registered mail carrier to track your item for your own peace of mind.

Please retain proof of postage until we have confirmed your replacement has been processed.

We reserve the right to refuse returns if they don’t meet the conditions above.

Refunds and replacements will not be offered if the customer:

  • simply changes their mind
  • decides they do not like the purchase
  • decides they have no use for it
  • damages the goods by not handling carefully as per our Product Care, and/or mounting items securely to surfaces 


Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@blackorchiddesigns.com.au

Exchanges (if applicable)
We only replace items if they are defective or damaged on arrival. If you need to exchange it for the same item, send us an email at hello@blackorchiddesigns.com.au and send your item to: PO Box 7219 Mount Annan, Australia.  

Shipping
To return your product, you should mail your product to: PO Box 7219 Mount Annan NSW 2567 Australia

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.