Refund policy

We hope you love your FELT order. If something isn’t right, we’re here to help.

Change of mind returns

We accept change-of-mind returns within 30 days of receiving your order, provided the product is:

unopened and unused;
in its original, sealed packaging; and
in the same condition in which you received it.

For hygiene and safety reasons, opened, used or unsealed beauty and personal care products cannot be returned for change of mind.

To request a return, contact us at joe@feltby.com with your order number and the item you’d like to return.

Please don’t send a return before contacting us. Returns sent without prior approval may not be accepted.

If your return is approved, we’ll provide instructions on where and how to send your item.

Unless the product is faulty, damaged, incorrect, or otherwise covered by your rights under Australian Consumer Law, return shipping costs are the responsibility of the customer.

Damaged, faulty or incorrect items

Please check your order when it arrives. If your product is damaged, faulty, or you have received the wrong item, contact us as soon as possible at joe@feltby.com with your order number and, where possible, photos of the issue.

We’ll assess the issue and work with you to provide an appropriate remedy.

Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law. Where a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy as required by law.

Sale items

Sale items may be returned under our normal change-of-mind policy unless specifically marked as final sale.

Final-sale items are not eligible for change-of-mind returns. This does not affect your rights under Australian Consumer Law if an item is faulty or otherwise fails to meet a consumer guarantee.

Gift cards are not eligible for change-of-mind returns.

Exchanges

We don’t currently offer direct exchanges.

If you’d like a different product, please request a return for the eligible item and place a new order once your return has been accepted.

Refunds

Once we receive and inspect your return, we’ll let you know whether your refund has been approved.

Approved refunds will be issued to your original payment method. Please allow up to 10 business days for your bank or payment provider to process the refund after it has been issued.

Original shipping charges are generally non-refundable for change-of-mind returns.

If more than 15 business days have passed since we confirmed your refund, please contact us at joe@feltby.com