Shipping, Return & Exchange Policy

The Sleepy Owl Return & Exchange Policy

At The Sleepy Owl, we take pride in offering high-quality, customised, and personalised products tailored specifically to your preferences. As a result, we do not offer returns or exchanges on any products. 

However, we are committed to ensuring your satisfaction and encourage alterations during the drafting and communication process. Changes to an order can be made, and are welcomed during this phase, prior to the final creation of the item. This drafting and approval stage exists to ensure that all customer expectations are met before production begins. Orders will not be created or dispatched without a customer’s approval of the draft.

Postage Policy

We offer free regular postage as standard on a wide range of items to enhance customer convenience. For products where free postage is assigned, customers have the option to upgrade to tracked or express postage at an additional cost. Please note that postage upgrades refer specifically to the type of postage service and do not include any changes to handling times or service levels. 

Undeliverable Items

If an item is returned to The Sleepy Owl by the postal service due to an incorrect or invalid address on the order, such as missing unit numbers, incomplete details, unrelated post code or previous residence, the customer will be responsible for the cost of re-postage. Once payment has been received we aim to re-send the package on the next available postal run. If your delivery is time-sensitive, we recommend opting for express post to ensure timely arrival. 

Defects or errors

In the rare event that you receive a defective product or if there has been an error on our part, please contact us within 4 days of receiving your order. We will review the issue and work to resolve it promptly.

This policy clearly communicates that returns and exchanges are not possible due to the nature of the customised products while still providing a way to handle potential errors or defects.

We appreciate your understanding and cooperation with these policies as we strive to provide a seamless shopping experience for all our customers. 

If you have any questions about our return policy, please don't hesitate to contact us at admin@thesleepyowl.com.au