Refund policy

Damaged or Defective Orders:

We take great care when creating and packaging your order. However, if your item arrives damaged or defective, please contact us within 7 days of delivery.

To allow us to assess the issue, please email us at cutcreationsau@gmail.com with:

-Your order number
-Clear photos of the damaged or defective item
-Photos of the packaging it arrived in

Once we have reviewed the information provided and confirmed the issue, we will arrange either a replacement or refund, where appropriate.

Lost or Missing Orders:

If your order is lost in transit, please contact us so we can assist you in contacting the shipping carrier.

If the shipping carrier confirms that your parcel has been lost in transit, we will arrange a replacement or refund once the carrier's investigation or claim has been completed and the loss has been confirmed.

Please note: delivery delays do not necessarily mean a parcel is lost, and we may need to allow the carrier's estimated delivery timeframe to pass before a parcel can be considered lost.

Cancellations:

As our products are made to order and can be personalised, we begin preparing orders shortly after they are placed.

Cancellations can therefore only be requested within 24 hours of placing your order. After this time, your order may have entered production and cannot be cancelled or refunded due to change of mind.

If you need to cancel your order, please contact us as soon as possible within the 24-hour cancellation period.