Refund Policy

Is your order not quite right? Simply email returns@designbythem.com with your order number and reason for return. A DesignByThem team member will happily assist you. For all other return/exchange inquiries, please see below.

Returns/Exchanges

Our policy lasts 30 days and valid for full priced items only. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. Shipping costs are non-refundable.

Return of furniture items or international orders is at the cost of the customer unless the product is damaged and is due to the fault of DesignByThem. To be eligible for a return, your item must be in saleable condition and in the original packaging. 

Free Returns

Free Returns are valid for full priced accessories (excluding room dividers) Australian delivery addresses only within 30 days of purchase. Return of furniture items is at the cost of the customer unless the product is damaged and is due to the fault of DesignByThem. To be eligible for a return, your item must be in saleable condition and in the original packaging. Shipping costs are non-refundable.

Faulty Goods

Faulty goods must be returned to our office at DesignByThem, 16 Stokes Ave, Alexandria, NSW 2015, Australia within 90 days of purchase with the receipt. We will assess the goods and offer either a repair, refund, store credit or replacement. Items that show excessive wear and tear or misuse may not be eligible for return at the discretion of DesignByThem.

Returns Exemptions

Gift cards.

Any item not in its original condition is damaged or missing parts for reasons not due to our error.

Any item that is returned more than 30 days after delivery

To complete your return, we require a receipt or proof of purchase.  

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Refunds 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Shipping costs are non-refundable.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. 

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at 

returns@designbythem.com.

Replacements 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@designbythem.com and send your item to DesignByThem, 16 Stokes Ave, Alexandria, NSW 2015, Australia.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

Shipping Items Back To DesignByThem

To return your product, you should mail your product to DesignByThem, 16 Stokes Ave, Alexandria, NSW 2015, Australia.

Free Returns are valid for accessories (excluding room dividers) from Australian delivery addresses only. Return of furniture and lighting items or international orders are at the cost of the customer unless the product is damaged and is due to the fault of DesignByThem. To be eligible for a return, your item must be in saleable condition and in the original packaging with proof of purchase. 

You will be responsible for paying for your own shipping costs for the return of furniture/lighting items or international orders. Shipping costs are non-refundable for these items. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

If you would like to return an item please email the order number and reason to returns@designbythem.com