Returns - Store Policy & How To Return

Exchanges, Returns, Terms & Conditions

We offer a 45-day, 100% peace-of-mind return policy.

If you're not 100% happy with your item, we're happy to help with an exchange (for another size or a different style) or a store credit (valid for 12 months), subject to the conditions below.

🧾 How to request a return

To request an exchange, store credit, or to report a fault, please email admin@thebirchhouse.com.au with:

  • Your name and order number

  • A brief reason for the return

  • Photos if the item is faulty or damaged

📄 Download Returns Form

Once approved, return your item to:

The Birch House
Shop 1, 60 Bridge Street
Murray Bridge SA 5253
Australia

Please include your name and order number inside the parcel along with a brief note outlining your request so we can process your return quickly.

Important: Please don't send returns without emailing first — this helps us confirm eligibility and ensure your return is processed correctly.

Returns/exchanges are processed once your return is received and checked. As a small team, verification and processing can take up to 21 days during busy periods.

 

* Please ensure you read our policy on returns included here before making a return.

✅ What we offer

Exchanges

  • You may exchange your item for another size or a different style (subject to availability).

  • Return shipping to us is at the customer's expense.

  • We cover the shipping cost to send your exchanged item back to you (no charge for the outgoing exchange shipment).

Store Credit

  • Store credits are valid for 12 months.

  • Return shipping to us is at the customer's expense.

  • Once your return is received, we'll email your store credit code within 24 hours so you can redeem it at checkout.

⚠️ Flash Sale / Black Friday / Cyber Monday

During Flash Sale and Black Friday/Cyber Monday sale periods:

  • ✅ We offer product exchanges

  • ❌ We do not offer store credit or refunds for change-of-mind returns

Australian Consumer Law rights still apply (see below).

📦 Return timeframes

  • You have 45 days from purchase to request an exchange or store credit.

  • Items must be returned to us within 30 days of your return request/approval.

📌 Condition of returned items

We can only accept returns that are:

  • Unused, unwashed, and in original condition

  • With tags and labels intact and attached

  • Free from stains, makeup marks, deodorant marks, perfume/smoke smells, or washing odours

If an item is returned in an unacceptable condition, it will be sent back to you. If you request the item returned, shipping will be at the customer's expense.

🚚 Return shipping & postage costs

  • Return shipping to The Birch House is the customer's responsibility (we don't refund return postage costs), unless the item was incorrectly processed by us (see below).

  • We do not refund any shipping fees paid on the original order.

  • For exchanges, we cover the shipping cost to send your exchanged item back to you.

We strongly recommend returning your item via registered post or a tracked courier, as The Birch House is not responsible for items lost in transit.

🌏 International Orders — Duties & Taxes

For orders shipped outside of Australia, your parcel may be subject to customs duties, import taxes, and/or GST charged by your country's customs authority upon delivery. These charges are the responsibility of the recipient and are not included in your order total or shipping fee at checkout. The Birch House has no control over these charges and is unable to predict or cover their cost. We recommend checking with your local customs office before ordering if you are unsure. Duties and taxes paid to customs authorities are non-refundable by The Birch House.

✅ If we made an error with your order (wrong item sent)

If you receive an item that was incorrectly processed by us (for example, the wrong item or the wrong size sent), we will cover the cost of returning it to us.

Please email admin@thebirchhouse.com.au, and we will arrange an Australia Post return label to be emailed to you at no charge.

💳 Refunds (faults only)

Refunds are only provided if the item is faulty or damaged due to a manufacturing fault, or where a remedy is required under Australian Consumer Law.

Fault claims timeframe

Claims must be lodged within 5 working days of receiving your order.
Please note: wear and tear is not considered a manufacturing fault.

🛡️ Ship Protect (when selected at checkout)

If you selected Ship Protect at checkout, it provides additional coverage for eligible orders that are lost, stolen, or damaged in transit.
Please email us within 30 days of purchase at admin@thebirchhouse.com.au with details (and photos if damaged). If approved, refunds are issued to the original payment method (no cash refunds).

SALE items

Sale items are final sale and are not eligible for exchange or return, except where required under Australian Consumer Law.

🇦🇺 Australian Consumer Law

We comply with the Australian Consumer Law. You may be entitled to a repair, replacement, or refund if your item has a major problem, including if it:

  • Has a problem that would have stopped someone from buying it if they had known

  • Is unsafe

  • Is significantly different from the sample or description

  • Doesn't do what we said it would do, and can't be easily fixed

Colour variation note: Colours may appear differently on different devices and screens. Colour variation caused by screen/display differences is not considered a major fault, and we cannot offer refunds based on colour variation.

👋 Need help?

If you'd like sizing help or personalised advice, contact Kathy (Customer Care Consultant) on 0428 262 839 (Mon–Fri) 10.00 am - 4.00 pm, or email admin@thebirchhouse.com.au - we are here to help.