Returns & Exchanges

Damaged or Faulty Product

We strive for beautiful quality and hope you will never receive a faulty or damaged item. Understandably, no one is perfect so we will do our best to resolve the issue as soon as possible!

If you believe you have received a faulty or incorrect item, please contact us as soon as you receive your order. We will happily guide you through the process of resolving the issue. We ask that you contact the team via email at gigiandtom@haeven.com.au with images of the damage and details of your order number and the email you used to make the purchase so that we can resolve the issue as soon as possible.

Please do not ship back any items before you contact our customer service team.



Change of Mind Returns

If you have a change of mind on your order and provide satisfactory proof of purchase, we may offer you a refund within 30 days of you receiving your order, provided the products are returned to us in accordance with our terms and conditions and items are returned in original, unwashed and unused condition with all tags still attached.

Please note a flat fee of $9.95 or the relevant oversize delivery rate per item of $10 - $80 will be deducted from your refund to cover the cost of return shipping.

If you wish to enquire about a change of mind return please contact the team via email at gigiandtom@haeven.com.au with details of your order number and the email you used to make the purchase.

Australian customers will receive an email with a prepaid return shipping label..

Please do not ship back any items before you contact our customer service team.


Exchanges

Unfortunately, we are not able to offer exchanges. If you would like to exchange a product, please follow our returns process and return the original item and place a new order



How long does it take to process my return?

Upon receiving your return, we will send you an email to let you know that it has arrived. We aim to process your refund within 5 business days. You will receive an email when we have processed your refund.

Your refund will be processed back to the original credit card you made the purchase with. Please allow up to 5 business days for the refund to appear in your account.



How to cancel a return request

Please reach out to gigiandtom@haeven.com.au immediately to assist.


Can I return items that I purchased through Afterpay?

All purchases made through Afterpay can be returned in accordance with our standard Return Policy. Gigi&Tom will process your return as normal and Afterpay will adjust your payment schedule accordingly, if your return meets our requirements.

If you have made a payment already, Afterpay will process amounts back to the card you purchased from. You will receive an email from Afterpay once the refund has been processed to communicate any changes to your payment schedule.