Returns Policy

Returns & Refund Policy

At Turtle & Wolf, each piece is thoughtfully designed and made to order in our Australian studio. As many of our products are personalised, we encourage you to review your order carefully before confirming your purchase.

Australian Consumer Law

Under Australian Consumer Law, you are entitled to a replacement, repair or refund if an item:

• Is faulty
• Is not fit for its intended purpose
• Does not match the description provided

If your item meets any of these criteria, please contact us and we will resolve the issue promptly.

Personalised & Made-to-Order Items

As our personalised items are custom-made specifically for you, we do not offer refunds or exchanges for change of mind once production has commenced.

However, we understand mistakes can happen.

You may request changes to spelling or order details within 12 hours of purchase, provided production has not yet begun.

To request a change, please email:
hello@turtleandwolf.com.au

After 12 hours, your order may already be in production and changes cannot be guaranteed.

We strongly recommend double-checking all spelling before confirming your order.

Change of Mind (Non-Personalised Items Only)

For non-personalised items, we accept returns for store credit within 14 days of delivery, provided the item is:

• Unused
• In original condition
• In original packaging

Return shipping costs are the responsibility of the customer.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 7 days of delivery with:

• Your order number
• Clear photographs of the item and packaging

We will assess the issue and arrange a replacement or resolution where appropriate.

Return Process

To request a return or report an issue, please email:

hello@turtleandwolf.com.au

Include your order number and a brief description of the concern.

Processing Time

Approved refunds or store credits will be processed within 10 business days of receiving the returned item.

Shipping costs are non-refundable unless required under Australian Consumer Law.

Final Notes

As our timber and acrylic pieces are handcrafted, natural variations in grain, tone and finish may occur. These variations are part of the character and uniqueness of your piece and are not considered faults.