Refund policy

Exceptions / non-returnable items

Please ensure you understand the returns policy detailed below. 

Unfortunately, we do not accept returns or exchanges on customised items and special orders, custom size orders or items with personalised embroidery as we are unable to resell your branded garments. Such items can be returned if the items are faulty or required by law. This will be determined on inspection once returned. During the assessment process, the goods will not be considered accepted for return.

Goods used in ways or environments that present occupational health and safety (OH&S) and hygiene risks cannot be returned as well. This includes goods exposed to contamination or soiling, as well as items used for healthcare, hygiene and personal care purposes. 

We kindly advise that returns and refunds cannot be processed due to change of mind, incorrect selections or finding the same goods at lower prices elsewhere.

Please choose carefully when ordering your clothing or products, ensuring you check size guides, product description and images provided. If you require any further information on the style (e.g. a measurement that is not provided, please contact us for assistance). 

Colours can appear differently on screen due to your computer/phone image display. Slight variations in shades of colours are acceptable however, most images will give you a good representation of the colour way ordered. 

As brands and sizes differ nationally with all leading clothing brands, it is essential that a size is not assumed due to manufacturing differences in style, shape and fit. Lengths of garments can differ as displayed on models due to individual heights. 

Items eligible for return
All returns must be approved by Cockatoo Embroidery - Returns are not able to be accepted without a return authority. We reserve the right to reject returns.
For eligible items, please contact us within 7 days of receiving your order to request a return authorisation.

To start the process, please complete our Return Form or email us at return@embroidering.com.au. Be sure to include your full name, order or invoice number, email address, phone number and a brief reason for return.

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrectly supplied.

If you require any further assistance, please don't hesitate to contact us. For more information about the Australian Consumer Law and consumer guarantees, please visit www.consumerlaw.gov.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. During the assessment process, the goods will not be considered accepted for return.

Refunds
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. 
If more than 15 business days have passed since we’ve approved your return, please contact us at return@embroidering.com.au.