Return & Cancellation Policy


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CLOTHING – Return & Cancellation Policy

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Handmade with Care – Please Read Before Purchasing

All clothing items at Posh Bear Au are handmade with love and care. Because of the handmade nature of our products, we ask that you read our policy carefully before placing your order.

Please note that product photos are taken in natural lighting to best represent true colours, however colours may appear slightly different on various screens and devices.

C1. Cancellations

Orders can only be cancelled within 1 hour of placing the order. After this time, cancellations are no longer possible.

C2. Change of Mind Returns

As our products are handmade, we do not accept change of mind returns.

C3. Size Exchanges

We recommend checking the size guide provided on each product page before placing your order. Please choose your size based on your child's actual measurements, not their age, as sizing can vary.

If you would like a different size, please contact us within 14 days of receiving your item. Once we receive your returned item in acceptable condition, we will issue a store credit for the value of the item (excluding shipping costs), which you can use to place a new order for the correct size.

To be eligible for a store credit, the following conditions must be met:

  • The item is unused, unworn and in brand new condition with all tags attached and in original packaging
  • Please contact us before sending any items back

We recommend using a tracked shipping service when returning items, as we cannot be held responsible for returns lost in transit. Return shipping costs are the responsibility of the customer.

Please note that Grow With Me items are designed to fit multiple sizes and are not eligible for size exchanges.

C4. Faulty or Incorrect Items

All items are carefully inspected before being dispatched to ensure the highest quality in every piece you receive from us. However, if you believe you have received a faulty or incorrect item, please contact us within 48 hours of delivery with photos of the issue. If your claim is approved, we will offer a replacement or store credit. Return shipping costs in this case will be covered by us.

We reserve the right to decline a faulty item claim if we determine that the damage did not occur during production or shipping.

C5. Items Damaged in Transit

If your item arrives damaged due to postal handling, please contact us immediately upon receipt with photos of the damaged item and packaging. We will lodge a claim with the postal carrier on your behalf. Please note that refunds or replacements in these cases are subject to the outcome of the postal claim, which may take time to resolve. We appreciate your patience during this process.

C6. Store Credit

Once your return is received and inspected, we will notify you of the outcome. If approved, your store credit will be issued promptly.

C7. International Orders – Customs & Import Charges

For orders shipped outside of Australia, the customer is solely responsible for any customs duties, taxes, or import fees imposed by the destination country. These charges are not included in the product price or shipping cost.

Please note that international orders are shipped on a DDU (Delivered, Duties Unpaid) basis. If a shipment is held at customs and import charges are refused, the parcel may be abandoned and no refund will be issued.

Return shipping costs for international orders are the full responsibility of the customer. We do not reimburse return shipping costs under any circumstances.

C8. Contact

For any questions regarding your return, please contact us before sending any items back. Returns sent without prior approval will not be accepted.



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MEMORY KEEPSAKES – Return & Cancellation Policy

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Important:

Because all memory keepsakes are custom handmade items using your own clothing, returns and refunds are not accepted once production has begun.

Cancellation and Voucher Policy

K1. Order Cancellation

  • Orders can only be cancelled within 1 hour of placing the order.
  • After this time, automatic cancellation is no longer possible.

K2. Sending Items

  • Once the order is paid and confirmed by me, I will contact you within 24 hours with instructions on how to send the required items.
  • Items must be sent within 1 week of this notification, unless another arrangement for the delivery time is agreed.

K3. If Items Are Not Sent on Time

  • The order will be cancelled if the items are not sent within the specified time and no alternative arrangement for the delivery time is agreed.
  • Payment will be converted into a Store Credit, not refunded in cash.
  • The Store Credit is valid for 6 months from the date of issue and can be used at any time to place a new order once you are ready.

K4. Production Slot Protection

  • This policy is in place to prevent long delays from blocking production slots for other customers.

K5. Discount

  • Any original discount applied to the order will not be carried over to the Store Credit.


Gift Vouchers and Store Credit Policy

1. Gift Vouchers (Purchased Vouchers)

  • Gift Vouchers are valid for 3 years from the date of purchase, in accordance with Australian Consumer Law.
  • They can be redeemed online for any available product.
  • Gift Vouchers are non-refundable and cannot be exchanged for cash.
  • If the value of the purchase exceeds the voucher amount, the customer must pay the difference.
  • If the value of the purchase is lower than the voucher amount, the remaining balance will stay on the voucher until the expiry date.

2. Store Credit (Issued for Cancelled Orders)

  • If an order is cancelled because required items are not provided within the agreed timeframe, the payment will be converted into Store Credit.
  • Store Credit is valid for 6 months from the date of issue.
  • Store Credit is not considered a Gift Voucher under Australian law and is provided as a goodwill solution.
  • Store Credit is non-refundable and cannot be exchanged for cash.
  • Orders placed using Store Credit will be charged at the current product prices at the time of ordering. Any amount exceeding the store credit value must be paid by the customer.

Need help? If you have any concerns about your order, please get in touch, we're happy to help where possible.



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DOLLS & TOYS – Return & Cancellation Policy

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Handmade with Love – Please Read Before Purchasing

All dolls and toys at Posh Bear Au are handmade to order using carefully selected, high-quality materials. Each piece is unique and made especially for you.

D1. Cancellations

Once an order has been placed and production has begun, cancellations are not accepted. If you need to cancel before production has started, please contact us within 24 hours of placing your order.

D2. Returns & Refunds

As all dolls and toys are handmade to order, we are unable to accept returns or offer refunds once production has begun. Personalised items are strictly non-returnable under any circumstances.

Please choose carefully and feel free to contact us before purchasing if you have any questions.

D3. Incorrect Items

If you receive an item that does not match your order (e.g. incorrect embroidery, wrong item), please contact us within 48 hours of delivery with photos. In this case, we will cover all return shipping costs and offer a replacement at no additional charge.

D4. Faulty Items

All dolls and toys are carefully inspected and photographed before being dispatched. If you believe you have received a faulty item, please contact us within 48 hours of delivery with photos of the issue.

As all items are photographed before dispatch, we reserve the right to compare your photos with our pre-dispatch records. We reserve the right to decline a faulty item claim if we determine that the damage did not occur during production or shipping.

If your claim is approved, we will offer a replacement or store credit at our discretion. Items must be returned unused, in original packaging with all tags attached.

D5. Items Damaged in Transit

If your item arrives damaged due to postal handling, please contact us immediately upon receipt with photos of the damaged item and packaging. We will file a claim with the postal carrier on your behalf. Please note that replacements or store credit in these cases are subject to the outcome of the postal claim, which may take time to resolve. We appreciate your patience during this process.

D6. Safety Notice

Our dolls and toys are handmade from carefully selected materials and are intended as decorative or play items for children aged 3 and over. They are not safety certified toys. Adult supervision is recommended for younger children.

D7. Contact

For any questions regarding your order, please contact us before purchasing. We are happy to help!