Our Terms

COMMISSIONS

Once we have been through our design consultation and the design is agreed upon a 50% deposit is paid. After this, there are no changes that can be made without further charge. The remainder of the price is paid out on collection of the piece. There are no returns, exchanges or refunds on personalised commissions. 

IN-STORE PURCHASES 

In-store purchases can be returned and exchanged within 14 days. A store credit will be issued that can only be redeemed in-store. If you would like to be able to use the credit online that can be arranged. We do not offer refunds on in-store purchases. If you have selected a piece from one of our artists, any issues with the make or customization is handled with the artist and may be subject to their own policy in regard to repair turnaround time ect.  

ONLINE PURCHASES

Returns

Please choose your piece carefully, these are hand made items that take time to produce specifically for you. We do not offer refunds unless the item is faulty which in most cases can be repaired or replaced. Please email info@blackfinch.com.au if you receive a faulty item. 

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you an exchange or refund.

To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Non-returnable items:
Gift cards

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

Any item not in its original condition, is damaged or missing parts for reasons not due to our error can not be exchanged.
Any item that is returned more than 30 days after delivery can not be exchanged.

Refunds on faulty items

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.

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 info@blackfinch.com.au.

Exchanges

If you wish to exchange an item please send us an email at info@blackfinch.com.au and send your item to: 110 High St Northcote Melbourne Victoria AU 3070. Once we have received your item we will issue you a credit to use online or in-store.

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/exchange to the gift giver and they will find out about your return.

Shipping

To return your product, you should mail your product to: 110 High St Northcote Melbourne Victoria AU 3070

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.