NOTE: These scenarios very rarely happen. We take particular care in using the best packaging + sending via Express Post to ensure your wall prints make it to your house in perfect condition! 🙂
Please email us as soon as possible with a description/photo of the fault. We will assess and refund or resend the item (your choice).
DAMAGED IN THE POST
If your wall prints or swaddle are damaged in the post, please keep ALL packaging (including envelope/packing satchel). Contact us to let us know this has occured, and then take your entire package to your nearest Australia Post store. They will help you file a claim. – sadly, we cannot do this for you as per AusPost’s policy.Once the claim is processed, we will resend or refund your order.
MARKED AS DELIVERED BUT NEVER RECEIVED
If your parcel is marked as “delivered” but you haven’t received it, please contact Australia Post. They will conduct an investigation which can take up to 5 business days. Unfortunately Ginger + Holly cannot refund or replace packages which have been marked as delivered. If your Australia Post investigation is successful, they will refund you for the cost of your order.
CHANGE OF MIND (Swaddles Only)
Email us within 14 days of receipt of your swaddle. Return the unused, unwashed swaddle to us via Post. Once we have received the swaddle we will refund you for the cost of the swaddle (we are unable to refund postage costs for change of mind).