Return & Refund Policy

The short version

Our products are personalised and made to order — so we can't accept returns for change of mind. But if something arrives damaged, faulty, or different from what you ordered, we'll fix it. No fuss.

Made-to-order personalised items

Because every SweetCarry item is individually embroidered with your personalisation, we're unable to accept returns or exchanges for:

• Change of mind
• Incorrect personalisation entered at checkout (please double-check your spelling before ordering)
• Sizing concerns where sizing information was provided in the listing

We strongly recommend reviewing your personalisation details carefully before completing your purchase.

When we will always make it right

You're entitled to a replacement or full refund if your item:

• Arrives damaged or faulty
• Has embroidery that differs from what you submitted at checkout
• Is significantly different from the product description

In these cases, contact us within 14 days of receiving your order at sweetcarrycontact@gmail.com with your order number and a clear photo of the issue.

We'll respond within 1 business day and sort it out promptly — replacement, refund, or store credit, whichever works best for you. We'll cover all return shipping costs where the fault is ours.

Your rights under Australian Consumer Law

Our policy operates alongside your rights under the Australian Consumer Law. If a product has a major failure, you are entitled to a replacement or refund. If a product has a minor failure, we may repair or replace it. Nothing in this policy limits or excludes those rights.

Damaged in transit

If your parcel arrives visibly damaged, please photograph both the packaging and the item before opening fully, then contact us at sweetcarrycontact@gmail.com. We'll lodge a claim and arrange a replacement as quickly as possible.

How to contact us

Email: sweetcarrycontact@gmail.com
We aim to respond within 1 business day.

Please include your order number and photos where relevant — it helps us resolve things faster.

Refund processing

Once a refund is approved, we'll process it to your original payment method within 5–7 business days. Processing times may vary slightly depending on your bank or payment provider.