Refund policy

Returns 

Returns are generally not accepted, with the exception incorrect goods.

It is the responsibility of the purchaser to know their school uniform policy if purchasing uniforms or spirit wear to allow children to wear to school. Returns will not be accepted for items that do not meet uniform standards. 

We make every attempt to provide accurate descriptions and pictures, however the physical item may differ slightly, especially in coloring, compared to the computer/phone screens, and mock-ups. 

 

Damaged Items and Shipping Issues


Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and attempt to make it right.

To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, and in its original packaging. You’ll also need the proof of purchase. Shipping insurance is highly recommended and available at checkout. Each item is hand packaged and we cannot be responsible for handling of mail once it leaves our possession.  If your order was sent with insurance, please keep all packaging in order to file claim. 

To start a return, please contact us within 48 hours of receipt via the "contact us" form. 

If your return is accepted, we’ll send you instructions where to send your package. Items sent back to us without first receiving a return authorization will not be accepted.  

You can always contact us for any return question by selecting "contact us" or by emailing sawdust.silhouettes@gmail.com. 

OUR POLICY FOR UNPROTECTED PARCELS:

Shipping Protection Delivery Guarantee is available at checkout. 

HOW TO SUBMIT YOUR CLAIM:

If your parcel is lost or damaged, please contact us on sawdust.silhouettes@gmail.com from the email address you used to place your order. A member of our customer service team will assist you within 1-2 working days. What to include in your claim: 

  • Subject line: CLAIM for order #12345
  • Description of your issue
  • Photo evidence of damage

By selecting Shipping ProtectionDelivery Guarantee, you agree to these terms. 

Please do not email regarding a missing parcel until the allotted time has passed for it to be deemed as lost.

Delivery Guarantee is NON-REFUNDABLE.

We will follow the claims policy with your selected courier to either locate your parcel or deem it as lost. This may take 6-8 weeks and is at the discretion of the courier.

If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbor or at a secure location, we are not responsible for a refund or replacement.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sawdust.silhouettes@gmail.com. 

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