Refund policy

Product Care

Please treat your purchases with care. Our products are for decorative purposes only - please keep out of reach of children. If handled roughly, stored incorrectly or cleaned using inappropriate substances, items may break or become damaged. 

    Returns and Exchanges

    We take careful consideration to double check each order prior to dispatch.
    You’re welcome to collect your product from our Foundry once a collection email has been received. All other items are couriered with Australia Post

    If there is a problem with your order and the error is on our behalf, we will correct this as soon as possible. If for any reason your product has arrived and is not correct through the fault of Now Now Foundry as per your order (incorrect material, font, spelling etc) please contact us within 48 hours of receiving your parcel for a refund or remake. Please include a photograph and clear description of the issues in your email along with your order number (if purchased via our online shop).

    We do not offer refunds or replacements if the customer has:

    • – changed their mind
    • – found a spelling error in their original order request or previously approved digital proof
    • – decided they no longer have a use for the product
    • – has caused damages to the item whilst in their possession

    Please choose carefully as we do not offer a refund for change of mind, however we can exchange your order for another product. To be eligible for exchange due to change of mind, your item must be non-personalised, unused, in original packaging and in the new condition which you received it.

    We are unable to refund or exchange items that are faulty due to misuse or due to reason not related to the manufacture of the item.

    Returns and exchanges must be shipped back to Now Now Foundry at the buyer's cost. We do not refund any shipping costs of the item, or the cost of the return to Now Now Foundry. 

    You may also choose to exchange your items for a store credit (minus shipping) which will remain valid for 3 years.

    Please note custom orders and sale items are strictly non refundable and cannot be exchanged for change of mind, so please choose carefully.

        Canceling Orders

        We do not offer cancellation on orders, we can offer you a store credit for the value of your order should you wish to cancel your order after placing it. 

        However, if your order is personalised and is already in production, we are unable to cancel, refund or provide a store credit.

          Damaged + Missing Orders

          While we do our best to ensure that everything is packaged safely before leaving the Foundry sometimes damages can occur in transit. If this is the case please get in touch immediately and we can offer a solution. We take a great deal of care to ensure that your package arrives safely. Australia Post does request that any damaged items are taken to your local post office for assessment, however please contact us with any breakages including images of the product in it's original packaging, as a replacement may be organised. Damages must be reported within 7 days of delivery.

          If you have provided us with an incorrect shipping address and the parcel is returned to us, new shipping fees will be invoiced at the expense of the customer.

            Incorrect Item/ Spelling Received

            While we always aim to be 100% accurate in every order we make, sometimes mistakes can occur due to the highly personalised nature of our products. In the unlikely event that your order has a spelling mistake (created in error by us) or you have received the incorrect order, please contact us immediately with your order number and photos. We will arrange a return shipping label to be emailed to you. Once the incorrect item has been posted we will start to process your correct order and have it shipped out to you. 

              Timber Variation

              Please note our products may appear slightly different in person. We do our best to accurately advertise our products as they appear. Natural variations in wood grain and engraving colouring are not uncommon. As each item is carefully and lovingly handmade there may be some small variations from product to product. All of our products are completely unique due to the different grains within the timber we use. Some imperfections may be present and we believe these variations add to the natural quality of the product.

              Subject to 'Returns & Exchanges' we do not offer refunds or exchanges in the instance of timber variation.

                  Product Sourcing

                  Where possible we make and source our products locally in Australia (because we love to support Australian made) and in some instances products are purchased from overseas suppliers or sourced from large suppliers in Australia and customised in our Foundry.


                  Discounts and Vouchers​

                  Discounts and vouchers cannot be applied after the purchase is complete. If you forgot to use your discount code or voucher, keep your eyes open for new offers in the future. Discounts cannot apply to existing orders.

                  All Promotional codes and discounts are non-transferable. They must be redeemed by the allocated time frame. If not used by the allocated time frame there will be no extension or reactivation.

                  Sale prices apply only to products for purchase directly through our online store.
                  Discounts and Vouchers are unable to be used for wholesale accounts.



                  Sale Conditions

                  Not available with any other offer or discount code. Discounts do not apply to existing orders. All discounts are non-transferable. They must be redeemed within the allocated time frame. If not used by the allocated time frame there will be no extension. First order discount available for full priced items only. Express Post shipping options will not speed up dispatch times, only Australia Post transit.


                  Product Safety Warning

                  WARNING! CHOKING HAZARD. THIS IS NOT A TOY. The product may contain small magnet(s). Swallowed magnets can stick together across intestines causing serious infections and death. Seek immediate medical attention if magnet(s) and/or small parts are swallowed or inhaled. This product contains small parts and a long chord and could be a choking hazard. These are not designed as toys and should never be left unattended with children or hung above or within reach of a child's bed or cot. Ensure that they are hung securely and out of the reach of children at all times.


                  Copyright

                  Unless otherwise stated, copyright in the information and images and products on this website, extending to all Social Media is owned by or licenced to Now Now Foundry. This website and the content of this website may not be reproduced, duplicated, copied, sold, or otherwise exploited for any purpose, unless specifically authorised by law or in writing by Now Now Foundry. Please do not copy or use our images  from our website without permission or authorisation. Copyright 2023, Now Now Foundry ALL RIGHTS RESERVED. 

                  Â