Returns policy and process
We want you to shop with confidence however please select carefully as we do not offer refunds on change of mind purchases. If you do change your mind or purchased the wrong size/colour we are happy to offer you an exchange or store credit if the following items are met:
- 14 day Returns Request window
- Ship the item within 2 days submitting your returns request
- Item(s) must be in new condition, with all tags attached and in original packaging.
- All credit notes do not have an expiry date.
- Exchanges and Store credit are only processed once the original item has been returned to us.
117 Packington Street,
Geelong West, Vic 3218
All returns can be processed through an active Ampersand account. If you don’t have one, create one here. Please use the same email used when placing original order for us to be able to link you order history together.
We take great care in selecting our products, however in the off chance you have received a faulty item, please contact us.
- Complete returns request form from within account dashboard.
- Pack item with print out of your returns request confirmation email.
- Ship the item within 2 days submitting your returns request.
Returns request actions
- Replacement item.
- Refund (Please note refunds are only issued if an item is deemed to be faulty and can not be replaced or repaired.)
- Refund as Store Credit.
You must also provide a reason for return
- Change of mind
- Defective Item
- Damaged on Arrival
We can also process a returns request over phone by you will need to provide Order #ID or Name/Email for us to find the pertaining order in question.
Provide Information in your Returns Request what you would like to exchange, we are more than happy to pop it aside until your return arrives.
Please note for returns you are responsible for the shipping costs, we recommend using a registered post or a trackable courier, as we cannot accept responsibility for items lost in transit to us. If requesting an exchange there will be a flat fee of $10.00 for shipping your new purchase, free shipping does not apply to exchanges. Read more on shipping here.
Refund & Store Credit
Once we have received the faulty product we will arrange for an assessment by Ampersand team. Upon assessment, we will contact you with the results. Please note we always opt to repair or replace an item where possible, refunds are a last resort and will only be issued if the supplier cannot repair or replace.
Once approved we will immediately process your refund and you should see this clear in your bank account within 3-2-5 business days. Store Credit, however, will be sent to you instantly via email. Our store credits do not expire and can be used over multiple transactions.
All Artwork and Furniture are excluded from the returns process and you will need to contact the store to make an appointment to discuss further.