All packages are shipped with tracking information.
Shipping Time Estimates:
|VIC||3-5 Business Days|
|NSW||3-7 Business Days|
|QLD||3-7 Business Days|
|ACT||3-7 Business Days|
|SA||3-7 Business Days|
|WA||5-9 Business Days|
|NT & TAS||6-10 Business Days|
** Please note that majority of our products will arrive within a 10 day framework after the product has been processed and shipped out. Some variability may cause the shipment to take longer than usual.
**The Feelter is not responsible for any duties/taxes upon arrival to your location & any delays due to the shipping carrier or customs clearance. Delivery time does not include Saturdays, Sundays, or Holidays.
** Customs, duty, and taxes are non-refundable. If you refuse a shipment because of unexpected import fees, the cost of the original shipping, any brokerage/customs/duty/taxes, and any return shipping charges will not be refunded.
All our products come with a 12 month warranty. The warranty cover does not include for damage caused by accidents, misuse, neglect and lack of maintenance, usual wear and tear, natural disaster or any other external causes.
Change of mind:
We stand behind the products we sell on The Feelter , therefore if an order doesn’t meet your expectations we will happily refund you, as long as the product is returned unused in its original condition within 30 days of receipt. This includes the product manual and packaging. Please be mindful not to assemble or modify a product before returning it; otherwise we will not be able to refund your purchase. The Feelter is also unable to refund, and return an item where the packaging or product is returned damaged or marked.
What Cannot be Returned under the 30 day change of mind returns policy:
- Bedding accessories, e.g. sheets, quilts, underlays and pillows
- SALE items
- Altered goods
- Items that are no longer in their original condition and packaging
- Pre-order items
Faulty and damaged items will be eligible for a return.
Refund + Return Fees:
In the event that you change your mind about a purchase we’re happy to offer a refund within 30 days, as long as the packaging and product is in its original condition.
Products must be returned to The Feelter within these 30 days.
Refunds are only available for the original method of payment used on the order and are valid for 3 months from date of purchase. If the payment method used is no longer available, or the purchase has been made more than 3 months earlier, we are able to offer a credit note.
Please note we do not offer free return on furnitures, sale items, items classified as bulky goods, trade orders and international orders. Special order and Pre-order (including made-to-order and custom items) are non-refundable for change of mind reasons.
The following applies to change of mind returns:
- In case you originally received free delivery to a Metro Sydney or Melbourne address: The re-shipping fee will be based on your location and the size of the items you are returning.
- In case you originally received free delivery to an address outside Metro Sydney or Melbourne: The re-shipping fee will be based on your location and the size of the items you are returning.
- For Homewares Only: If you originally paid for the delivery, this shipping fee will not be refunded, but we won’t deduct an additional re-shipping fee from your refund.
- For Furnitures & Rugs Only: If you originally paid for the delivery, this shipping fee will not be refunded, and the re-shipping fee will be based on your location and the size of the items you are returning.
Storage, delivery upgrade and re-delivery fees will not be refunded.
If you have received a product that is damaged, faulty or incorrect and you wish to return it, you will not be charged a re-shipping fee.
Preparing your item for return:
Please email email@example.com within 30 days of receiving your order should you wish to return. We will email you a prepaid Australia Post return label. Please print the label and attached to the parcel you wish to return. When returning an item we ask that you enclose a copy of the tax invoice or order confirmation email and returns form as proof of purchase.
* For the return of smaller items like homewares, you may be required to drop them off at an Australia Post Office.
Our address for returning items:
5 Hunt Street, Coburg, VIC 3073
You can cancel your order at any time before the item has been packed by our distribution team or dispatched (except the pre-order items). Please contact us in writing at firstname.lastname@example.org.
In this case, you will receive a full refund. If the item has been dispatched and you still wish to cancel the order, we will arrange for the item to be returned to our distribution centre and provide you with a refund, less a return fee.
We aim to always represent and dispatch quality product. If you believe the item you have received is faulty, please email us as soon as possible, quoting your order number, name and address, and as many details as possible about the product and its fault. Please advise us within seven days of receipt of the faulty item, to allow us to resolve the matter quickly by arranging exchange, repair or refund.
If you have received an item that is not what you had originally ordered, please email us immediately, quoting your order number, name and address, details of the product received and product originally ordered, and whether you require a refund or replacement. We will then be in touch with advice on how you should proceed with the return.
We can only process refunds via the original payment method. In some cases, you may have the option of selecting a store credit.
For return cases, we will process your refund within 10 business days of receiving the items. For all other refunds, it will be processed within 7 business days.