Returns & refunds

If your item arrives broken

If anything in your order arrives broken, cracked, chipped, shattered or otherwise damaged, email care@thefineorder.com within 14 days of delivery with your order number and a photo of the broken item (and the packaging if you still have it). We'll send you a free replacement or give you a full refund for that item, whichever you prefer. You do not need to send the broken item back.

Faulty, not as described, or the wrong item

If an item doesn't work properly, isn't as described on our website, or isn't what you ordered, email us within 14 days of delivery with your order number and a photo. We'll send a free replacement or give you a full refund for that item. You do not need to send it back.

Change of mind

We don't accept returns or exchanges for change of mind, so please check the size, materials and description on each product page before ordering. This doesn't affect your rights if an item is damaged, faulty or not as described.

Lost parcels

If your tracking hasn't updated for 14 days, or your order hasn't arrived within 30 business days, contact us and we'll send a replacement or refund you in full.

Cancellations

You can cancel within 12 hours of ordering, as long as your order hasn't been dispatched.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.