EXCHANGES AND RETURNS MADE EASY
We want you to be happy with your THETRAY.SHOP products! If you’re not then we’d love to hear from you so that we can do our outmost to make you happy again.
Please note that due to the handmade nature of our products there may be slight variations and imperfections in some items. We believe there’s a certain charm to that and hope that you do too!
60 DAY EXCHANGES & RETURNS
You can exchange or return products bought on THETRAY.SHOP within 60 days from the ship date.
If you choose to exchange your item for store credit or another item then no return shipping cost will be charged.
Australia – For customers in Australia the return shipping cost is $6 AUD. This cost will be deducted from the original amount paid when the refund is processed.
International – For international customers the return shipping costs will be equal to the shipping cost of your order. This cost will be deducted from the original amount paid when the refund is processed.
We’ll of course pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item etc.)
HOW IT WORKS - AUSTRALIA
1. Email firstname.lastname@example.org to us know that you’d like to exchange or return an item. Please include the following information in the email:
- Which return option you’d like: Exchange; Store Credit; or Refund
- Order ID or receipt
2. We’ll send you a return shipping label within 72 hours
3. Print the shipping label and post the item at the Post Office at your convenience
4. We’ll action the exchange or refund once we receive the refund. Please note that our payment providets may take up to 30 days to transfer a refund into your account.
HOW IT WORKS - INTERNATIONAL
The return process will vary from country to country - we'll provide you with more details when you request your refund or exchange via email to email@example.com