Let's Etch cannot take any responsibility for lost or damaged mail once it has left our care. We also don’t offer refunds or exchanges on custom orders.
Kindly note, actual products may vary slightly in colour from those shown on your monitor. We do our best to display our products as accurately as possible in photographs and video, however we cannot guarantee the identical match of these colours.
Lots of love and care goes into packaging orders for shipment, and each item is inspected thoroughly before it’s sent.
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 un-used 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, and/or mounting items securely to surfaces
If you request a return of an item purchased through Afterpay, and this is deemed appropriate, we will offer you a store credit only. Please note, your personal agreement with Afterpay will still stand and you will continue to pay any scheduled repayments. Let's Etch is unable to offer partial refunds/store credits. The store credit will be created for the total value of the item(s) returned. For any repayment queries please contact Afterpay on 1300 100 729.
Our Personalised Products and Custom Designs are made-to-order according to each customer's specifications, so changes and requests for returns or re-makes where the customer has made a personalisation error or simply changed their mind are not possible. We understand that these things happen sometimes though, and where we can, we'll try to help out with an affordable solution if we receive notification within time period specified above.
If your order is incorrect for any reason, please contact us within 48 hours with your order number and photographs and descriptions of what you have received.