Returns & Refunds policy

Returns & Refund Policy

At GillyBee, we are committed to providing you with high-quality, handmade products that we hope bring you joy. However, if you’re not completely satisfied with your purchase, we want to make things right. Please read our Returns & Refund Policy below to understand the process and how we handle returns and exchanges.

1. Change of Mind

As our products are handmade and sometimes customised specifically for you (i.e. your name has been personalised on the product), we do not offer refunds for a change of mind. However, if you are unsure about a product before purchasing, feel free to reach out with any questions regarding sizing, fabric, or other details. We are happy to provide any additional information you may need to make an informed decision.

2. Damaged or Faulty Items

If your item arrives damaged or faulty, we sincerely apologize for the inconvenience. We take great care in crafting and packaging each product, but if something does go wrong, we will make it right for you.

To initiate a return or exchange for a damaged or faulty item, please contact us within 14 days of receiving your order. You will need to provide:

• A description and photos of the damage or fault

• Your order number and contact details

Once we receive this information, we will be offer either a full refund or send you a replacement item, depending on availability and your preference. The return shipping for faulty items will be covered by us.

3. Incorrect Item Received

If we have accidentally sent you the wrong item, please contact us immediately within 7 days of receiving your order. We will arrange for the correct item to be sent to you and cover any return shipping costs.

4. How to Return an Item

If your return or exchange is approved, we will provide you with the return shipping details. All returned items must be in their original, unused condition with all tags intact.

• Please pack the item securely in its original packaging or a suitable alternative to prevent any further damage during the return process.

5. Refund Processing

Refunds are processed once the returned item has been received and inspected. Please allow 7–10 business days for the refund to be reflected in your account. The refund will be issued to the original method of payment.

6. Custom or Personalized Items

Due to the nature of custom or personalized items, we are unable to accept returns or provide refunds for these products unless they are faulty or damaged upon arrival. Please be sure to review any custom details before placing your order to ensure accuracy.

7. Contact Us

If you have any questions about our Returns & Refund Policy or would like to initiate a return, please don’t hesitate to contact us at hello@gillybee.com.au