Shipping, Returns Store Policy's

Exchanges & Returns

We offer a 100% peace of mind return policy.

If you're not 100% happy with your item we are more than happy to exchange your purchase, for another size or different style. Please note you will be required to pay the postage back to us however you new item will be sent back to you at no cost to you (FREE return postage) .

Alternatively we can issue you a store credit. This credit is valid for 12 months. With the same offer of FREE return postage.

PLEASE NOTE DURING FLASH SALE AND BLACK FRIDAY CYBER MONDAY SALE PERIODS WE WILL OFFER PRODUCT EXCHANGES, HOWEVER WE DO NOT OFFER A STORE CREDIT OR REFUNDS.

Within 24 hours of your returned item being received, you will receive an email detailing your online credit CR Code, this code can then be entered at the checkout page for you to redeem your credit.

If you need help or would like to chat, feel free to contact our Customer Care Consultant on 0428 262 839 Monday - Friday for personalised advice and assistance or via email admin@thebirchhouse.com.au

Items for exchange or store credits must be returned within 30 days. We will only accept goods back that are unused, unwashed and in original condition, this includes tags and labels intact and still attached.

Refunds will only be given in the event that the item received is faulty or damaged due to a manufacturing fault and in accordance with current Australian consumer law.

Delivery costs of parcel return to The Birch House is at your expense we will not provide a refund for any postage fees paid. However in the first instance we will pay the postage costs for your exchanged item to be shipped back to you.

SALE Items | there is no exchange, or returns on sale items other than those provisions covered under Australian consumer law.

Definition Free Return Postage.

Please note: Free return postage refers to any item sent back to you ( by us The Birch House ) as a replacement or exchange, it does not mean that items sent back to us by you the customer is postage free, this will be at your cost.

Australian Consumer Law

We abide by the standard terms and conditions of Australian consumer law. In summary goods cannot be returned for a refund or replacement if you change your mind, however you may choose to return the item for a refund or exchange if an item has a major problem, this is defined by the following.

Has a problem that would have stopped someone from buying the item if they had known about it.

Is unsafe Is significantly different from the sample or description, please note that colour variations are NOT considered significantly different, mobile phones and monitor screens dramatically impact how colours may appear, this is something out of our control, we go to considerable effort to colour match our images with the actual product and variations due your device display performance is at the purchases risk and responsibility. We cannot offer a refund based on colour variation.

It doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

Claims must be lodged within 5 working days of receipt. Please note wear and tear damages do not constitute a fault this includes buttons falling off during use etc. No refund will be issued in these circumstances.

If you do require a refund, or return or credit note please notify us via email admin@thebirchhouse.com.au, once you have this number we will email you a shipping address and confirmation.

Please address the parcel to us including the following details:

- Your name and order number

- A brief description as to why you are returning the garment

Refunds/Exchanges will be provided and processed upon receiving your return.

PLEASE note goods returned to us without paying freight will have this cost deducted from any credit or refund given.

Condition Of Returned Merchandise.

We will only accept goods back that are unused, unwashed and in their original condition, with tags and labels intact and still attached in a manner as produced by the manufacturer.  Any items with stains, makeup marks or washing odours present in any manner will not be refunded and if the purchaser requires them back shipping will be at the customer's expense.

Any returned items that are received not in this state will not be accepted and will be immediately returned to the customer.

We are a small team and need to check and verify each item returned this process can take up to 21 days to process.

Return Method

We strongly recommend the returned merchandise is sent via registered post or courier to ensure it is received by us. The Birch House is not responsible for any items lost in transit. All returns must be packaged appropriately so the clothing is protected. Delivery costs of the return are at your expense we will not provide a refund for any postage fees paid.

Shipping

How much is postage and when will I receive my package?

Postage is charged at a flat rate of $11.95 for items to a value of $199.99, Postage is free if you spend over $200 AUD or more online in one transaction. It is also free to pick up an item in-store.

Delivery is anywhere within mainland Australia. Goods will be delivered via the carrier of our choice up to 2-14 business days to receive your order. If you do not receive your goods after 14 business days please get in touch with us at admin@thebirchhouse.com.au.

Urgent Delivery, If you require your order in under 7 business days please select our express option which will in most cases deliver your item to mainland Australia within 1-4 BUSINESS days.

PLEASE NOTE: The delivery times quoted are provided to us by Australia Post and we provide this information in good faith that Australia Post will provide a service that meets their quoted time frames.

We do not own Australia Post and have no control over the delivery service they provide. If you require your order in under 7 business days please select our express option which will in most cases deliver your item to mainland Australia within 1-4 BUSINESS days. Express post is $17.95

Please allow yourself enough time to receive your goods and avoid a possible delay.

Please note: We only ship internationally to Canada and New Zealand at this point in time, however, feel free to email us at admin@thebirchhouse.com.au if you are interested and we can arrange a quote with DHL express for you.

* Free postage can be withdrawn from time to time during sale periods, the availability of Free postage will be determined by what is offered at checkout. i.e. if free shipping is not offered at checkout then our free postage offer has been temporarily withdrawn. No further correspondence will be entered into. Please keep in mind that if free postage is withdrawn from the site it is due to other discounts being offered and this policy is necessary to maintain viability.

New Zealand Shipping

Our flat rate shipping for New Zealand orders up to $299.99 AUD is $14.95 AUD, this rate is for Australia Post eParcel service, this service can take from 14-30 days to deliver. Australia Post is still impacted by staffing shortages and continues to be an unreliable option for time-sensitive deliveries. We have now partnered with DHL Express which provides a much more efficient and time-sensitive delivery option. DHL Express on most occasions will deliver within 7 days to most NEW Zealand locations, however more remote locations this may be up to 10 days. If your items are urgent please select this service at checkout to ensure a trouble-free delivery service, Australia Post does not provide a reliable option with delivery times. Orders over $300 AUD will be automatically sent via DHL Express FREE of charge.

Partial Out Of Stock Orders.

If we temporarily run out of 1 item on your order we may at our discretion hold the remaining items on the order pending the arrival of replenishment stock, we will only hold the order within a reasonable time frame. and if the stock is delayed beyond 14 days we will provide you with the option to ship the partial order.

Pre-Order Conditions.

We will endeavour to fulfil pre-orders within the timeline specified on the product page at the time of ordering, any estimate of delivery times is reliant on information provided to us by our manufacturers, on occasions event's can arise that delay the original estimation, given the global volatility of freight and shipping constraints we may be required to extend the original delivery estimate, events delaying the anticipated ETA are out of our control and we ask you to be comfortable with a potential delay when placing orders on products offered on our website as a PRE ORDER. Placing an order on this type of product constitutes your acceptance of the possibility of a delay, we will constantly monitor the delivery schedule of items and you can be assured that we will take every possible action to meet the quoted deadline however there will always remain the risk of a potential delay.

Ship Protect - Shipping Protection T&C's

1. If your product is lost, stolen or damaged, reach out to our team via email within 30 days from the date of placing your order at this email address: admin@thebirchhosue.com.au

2. Advise us of the issue with your order. Once we have this information we will refund your purchase using the payment method at the time of purchase.

3. Please note cash refunds will not be issued.

4. If Items that are returned for a store credit or exchange our "Ship Protect" policy will cover the items against loss, damage or theft.

5. If goods are returned for an exchange and new items are sent to you, your initial ship protect policy will cover your order until it safely arrives to you.