Refund policy

We strive to ensure you are satisfied with your purchase, and we want you to love what you have ordered from us!

Because each of our products are custom made, we do not offer refunds or exchanges for change of mind. Please choose carefully before placing orders. We do however offer returns/refunds or replacements if the product is faulty. (See Damages and issues below.)

To start a return, please contact us at customerservice@hersoulisacarnival.com.au, within 24 hours of accepting delivery of the product. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return questions at customerservice@hersoulisacarnival.com.au.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.