Instore Returns
At Terracotta Store, we want you to love your purchase. If for any reason you're not satisfied, you can return your item within 7 days of purchase for an exchange or store credit. Simply bring the item back in unused condition with tags attached. Once we inspect the returned item, we will promptly issue you an exchange or store credit. Please note that items must be in their original condition to qualify. Your satisfaction is our priority, and we’re here to ensure you find the perfect piece. Thank you for shopping with us!
Online Returns
At Terracotta Store, we are committed to ensuring you are completely satisfied with your purchase. If for any reason you wish to return an item, we have outlined a simple and convenient returns procedure below. Please note, return shipping costs are covered by the customer.
We prioritise your satisfaction and strive to ensure every purchase exceeds your expectations.
Please note that, in our commitment to quality assurance, we do not accept refunds for change of mind. However, rest assured that if you encounter any fault with your item, we're here to make it right. Simply reach out to our dedicated customer support team, and we'll swiftly arrange a refund for faulty items or an exchange or provide you with store credits for changes of mind, allowing you to discover the perfect piece for your wardrobe.
Step 1: Check Your Eligibility
Exchanges and store credits must be initiated within 7 days from the date of purchase.
Items must be in their original, unused condition, with all tags attached and in their original packaging.
Step 2: Initiate Your Return
To start your return process, please contact our customer service team at shop@terracottastore.com.au.
Provide your order number, the item(s) you wish to return, the reason for the return (and supporting photographs for damaged or faulty items)
Once approved, we will be in contact with further instructions.
Step 3: Prepare Your Item for Return
Pack the item securely in its original packaging. Ensure that the item is protected during transit to prevent damage.
Include a copy of your original receipt or proof of purchase in the package and a copy of the return form we will provide you with
Step 4: Ship Your Return
Post to:
Terracotta Store
10/130 Victoria Street
Bunbury WA 6230
Australia
We strongly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot be held responsible for items lost or damaged in transit.
Return shipping costs are the responsibility of the customer.
Step 5: Notify Us
Once you have shipped the item, please email a photograph of the tracking number to our customer service team at shop@terracottastore.com.au. This will help us to monitor your return's progress.
Step 6: Processing Your Return
Upon receiving your return, we will inspect the item(s) to ensure they meet our return criteria.
If approved, we will process your refund for faulty items or issue your exchange or store credit to the original method of payment within 5 business days. Please note, original shipping costs are non-refundable and exchange shipping costs are at the expense of the customer.
Questions?
If you have any questions about our returns procedure or need further assistance, please don't hesitate to reach out. We're here to help and ensure your shopping experience with Terracotta Store is pleasant and satisfying.
In Store Exchange/Store Credit
To ensure a smooth and quick return process at our boutique, please follow these simplified steps:
Bring Your Item & Receipt: Have the item in its original, unworn condition with tags attached, along with your purchase receipt within 7 days or purchase
Visit Us: Visit our store during business hours. View our Business Hours.
Item Check: We'll quickly inspect the item to confirm its condition matches our return policy.
Choose Store Credit or Exchange: Decide if you want an exchange or store credit. Refunds are for faulty items only and issued to the original payment method.
Complete the Return: We'll finalise everything and provide a transaction receipt.
Note: Some items may not be eligible for return, and a valid photo ID might be required for certain transactions.