Returns/Refunds

Not happy with your purchase? Please contact hello@initiali.co We are more than happy to fix any issues you may have.  

I have an issue with my product, what can I do?

We quality check all of our products prior to dispatch and are confident in what we are packing before we send your parcel out to you. 

If you have any issues with your purchase we are happy to look at the issue and provide you with a reasonable resolution. We cannot provide a refund or exchange for pure change of mind on product that has been personalised.

Does my product come with warranty?

Our products come with a 12-month warranty, however if you have any issues with your purchase we are happy to assess the item and provide a reasonable resolution. Where there is general wear and tear on a product we do not guarantee that the products will be replaced or repaired.

Order Modifications or Cancellation

After your order has been placed, you have 8 hours to contact hello@initiali.co and request order modifications, change of address, or a cancellation. After 8 hours, your order has already been placed in production and can no longer be modified.

Damaged/Incorrect Order

We try our best to ensure product quality and accuracy, but sometimes mistakes happen and we sincerely apologize in advance if/ when it happens.  If either of these rare occurrences happens to you, please take a clear photo of the item(s) and email it to us, along with your order number to hello@initiali.co. Once we receive your email and verify the issue, we will get a replacement sent to you right away. 

Refunds/Cancellations

Please note, there are no refunds or cancellations 8 hours after your order was placed for personalised items. If you ordered an item that was not personalised we are happy to offer you a full refund on the item once returned to us. The item must have a proof of purchase and be in the same condition as when it was sent to you. The item must also be returned within 90 days of it being purchased.

If your order with us doesn’t arrive at the correct shipping address provided to us and your payment is eligible, we’ll reimburse the full cost of eligible purchases paid, including shipping costs or we will gladly replace the item for you.