Refund policy

Return and refund policy

If your item arrives broken
If anything in your order arrives broken, cracked, chipped, shattered or otherwise damaged:
1. Email care@thefineorder.com within 14 days of delivery with your order number and a photo of the broken item (and the packaging if you still have it).
2. We'll send you a free replacement or give you a full refund for that item, whichever you prefer.
You do not need to send the broken item back.

If your item is faulty, not as described, or the wrong item
If an item doesn't work properly, isn't as described on our website, or isn't what you ordered, email us within 14 days of delivery with your order number and a photo. We'll send a free replacement or give you a full refund for that item. You do not need to send it back.

Change of mind
We don't accept returns or exchanges for change of mind, so please check the size, materials and description on each product page before ordering. This doesn't affect your rights if an item is damaged, faulty or not as described.

Refunds
Approved refunds go back to your original payment method and usually appear within 5 to 10 business days, depending on your bank. Orders paid with Afterpay or Klarna are refunded to that provider.

Cancellations
You can cancel an order within 12 hours of placing it, as long as it hasn't been dispatched. Email care@thefineorder.com with your order number.

Lost parcels
If your tracking hasn't updated for 14 days, or your order hasn't arrived within 30 business days, contact us and we'll send a replacement or refund you in full.

Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights, or your rights under the consumer laws of your own country.

Questions? Email care@thefineorder.com.