Returns and Exchanges Policy

RETURN OR EXCHANGE

We hope you love your Spirit Trader purchase but happily offer a refund, exchange or credit note for return on all full-priced online orders according the following conditions:

  • TRANSIT DAMAGE: any damaged in transit via external shipping companies must be reported within 24hours of goods delivery and require multiple photos shared of:  1. shipping label on packaging, 2. damaged packaging (wide and tight photos) showing extent of external damage 3. internal product damage, wide and tight photos - showing damage to item itself.  
  • All items are thoroughly checked before shipping but we recognise at times, small damage may occur.
  • CHANGE OF MIND returns: 
  • Email us within seven days of receiving your goods for a return number at: narelle@spirit-trader.com.  Goods must be returned within seven days from the date you received your order.
  • To be eligible for change of mind returns, your item must be unused and in the same condition that you received it.
  • Original shipping and freight charges are non-refundable.
  • Return shipping is the customers expense. Goods must be highly re-packaged to prevent damage, as close to the item shape as possible - any excess packaging dimensions means the cost will be higher.
  • Incurs a 15% handling & repacking cost, minimum $50 for repackaging and labour.
  • Any 'accidental' orders placed can be refunded if notified to us immediately, minus merchant fees charged to Spirit Trader, which are non-refundable to our business either way.

Sale purchases and pre-orders are final and aren’t eligible for exchange or refund, unless faulty.

Spirit Trader reserves the right to deny a refund or credit if the item is not returned in the specified condition.

Once we receive your return item, we’ll notify on the status of your refund or exchange after inspecting the item. Upon your return approval, we’ll initiate a refund to your credit card (or original method of payment) or credit note. You will receive the credit within the time period determined by your card issuer's policies.

Please note that all goods are hand crafted by our talented team of artisans and each piece is unique.  Individual variations may occur in natural material textures, colours, print placements or finishes, which are not considered faults. 

For any questions or requests on your pieces prior to purchase, or questions on returns, simply email us at: narelle@spirit-trader.com.

DAMAGED ITEMS

If your item has been damaged during transit by external courier companies, please advise us in writing immediately together with detailed and wide photos of the package condition overall as well as of any damage, most importantly showing the original packaging damage and the delivery label.  

Please share multiple photos from different angles that shows the damage and condition it was delivered in - both with original packaging, your shipment label as well as damage (in detail)  to the internal product itself.  Do not discard all packaging until images / return is received to us.  We'll address with the companies immediately and aim to compensate or replace your item based on the details and courier company responsibility. Any credits or refund can be on the item only if part of a multiple-item delivery (excluding freight).  If you believe your item is faulty please contact us within 24 hours of receiving your goods delivery with detailed photos so we can address promptly for you. We pre-inspect all goods before shipping.