Refund policy

Every item from The Shaw Collective is custom-made with care in our home studio. Because most of our pieces are personalised or made to order, we’re unable to accept returns or exchanges simply for change of mind.

Please take extra care when entering names, dates, and details - what you provide at checkout is exactly what we create.

We take great pride in the quality of our keepsakes, but if your order arrives damaged, defective, or incorrect, please contact us within 7 days of receiving your parcel.
Email Kerry@theshawcollective.com.au with your order number, photos of the issue, and a short description.
We’ll assess the situation quickly and arrange a replacement or refund where appropriate.

Because our products are custom, made-to-order, or personalised, we cannot offer returns, refunds, or exchanges for:

If your return is approved, we’ll process your refund to your original payment method.
Please allow a few business days for your bank or credit card company to process the refund.

Unfortunately, we cannot take responsibility for parcels once they have been lodged with Australia Post.
If your order is delayed or missing, please contact Australia Post directly with your tracking number. We’ll always do our best to help if issues arise.