Refund policy

 

Thank you for choosing From The Flame Trees. We want you to be completely satisfied with your purchase. Please review our returns policy below:

Return Eligibility:

  • To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
  1. Exclusions:
  • Certain types of items cannot be returned, like custom products, sale items or gift cards. We do not offer returns for change of mind. Customised or personalised items are not eligible for return unless they are defective or damaged upon receipt. 

How to Initiate a Return:

  • Contact our customer service at fromtheflametrees@outlook.com.au to initiate the return process. Provide your order number, a description of the issue, and clear photos of the item.

Return Shipping:

  • Customers are responsible for the cost of return shipping with a trackable shipping service.

Refund Process:

  • We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at fromtheflametrees@outlook.com.au.

Defective or Damaged Items:

  • In the rare event that you receive a defective or damaged item, please contact us immediately. We will request additional information and photos to assess the issue.

Exchanges:

  • We do not offer direct exchanges. If you would like a different item, please follow the return process and place a new order.

Cancellation Policy:

  • All sales are final. Contact us promptly if you have issues processing your order.

Contact Information:

  • For any questions or concerns regarding returns, please email our customer service at fromtheflametrees@outlook.com.au

Thank you for your understanding and cooperation. We appreciate your support.

From The Flame Trees

fromtheflametrees@outlook.com.au