Returns

RETURNS - Frequently Asked Questions

How long do I have to return an item online?

From the date of delivery, you have 10 days for Australian customers and 30 days for international customers.

Do you offer refunds?

Yes, we offer refunds, exchanges or 110% credit notes (excluding shipping & processing fees).

How do i proceed with returning my item?

Australian customers please click HERE to access our easy returns portal.

International customers please email us at help@tibbsandbones.com to request your return.

Be sure to include a note with the following details in your return package so we can process it nice and quickly for you!

Can I return or exchange Pre Order Shoes?

Yes. You can return for a refund, credit note of exchange. 

Can I return or exchange Made 4 U clothing?

Yes. You can return for a refund, credit note of exchange. 

I used a sign up discount code on my order – can I still return it?

Yes, If you have used a welcome/sign up code you can return for a refund, credit note or exchange. If you have used a promotional code (such as during a Black Friday Sale or Flash Sale) you cannot.

Can i return a SALE item?

No, items purchased from the SALE section are final sales and cannot be returned. If you are unsure if you've purchased a sale item please feel free to contact us at help@tibbsandbones.com and we can confirm if the item can be returned or not. Please note you will be contacted if you return a sale item without authorisation. PLEASE NOTE you CAN return Demonia & Pleaser styles which have 5% off for a refund, credit or exchange.

I purchased something to wear in a photoshoot - can I return it?

No. This is classed as 'worn'. We are a small business & this behaviour affects our store greatly. If you are interested in loaning an item for a photoshoot, please reach out to us at help@tibbsandbones.com to see if we can assist. Please note that we review unreasonable returns patterns.

Can I return an item I purchased online, in your store?

Yes.

I am buying this item as a Christmas present, can I have a little longer to return it just in case they need to swap a size?

We will not allow refunds on purchases outside of our 10 day returns window, however are happy to offer a little longer if the person you gifted would like to exchange their item for another size or style.

RETURNS - ONLINE PURCHASES

We want you to LOVE your magical goodies, that is why we offer a 10 day returns period for our Australian customers & a 30 day returns period for our International customers from date of delivery.

HOW TO RETURN ONLINE PURCHASES:

  • From the date of delivery, you have 10 days for Australian customers and 30 days for international customers to request your return.
  • Australian customers please click HERE to proceed to our returns portal.
  • International customers please email help@tibbsandbones.com with your name, order number & the items you wish you return, you will then be given instructions on how to return your item.
  • Customers are able to receive a credit note, refund or exchange.
  • Make sure you pop a note with your name, order number and return request in the package so we can process it nice and quickly for you!
  • An extra 10% will be added if you select credit note, you will receive a 110% credit note for the returned item.
  • Items must be posted back within 3 business days after being approved, otherwise they may be rejected.
  • If you requested an 'exchange' you will need to pay the shipping cost to have the items sent back out. We will text you when your items are ready to be sent. 
  • Online returns are processed within 2 business days of receiving.

RETURNS CONDITIONS - ONLINE PURCHASES

  • Items must be received in original condition (unworn/un-washed/un-used)
  • Items purchased using a sign up or birthday code entered at the checkout can be returned for a credit note, refund or exchange.
  • Items in the SALE section are NOT able to be returned.
  • Items purchased during Promotional Sales Periods (such as Boxing Day Sales or Storewide Sales) can be returned for a credit or exchange ONLY. We do NOT offer refunds during sale periods. Any Promotional Sales Periods will be listed under the PROMOTIONAL SALES PERIODS heading below.
  • Ensure your name & order number accompany your return, along with your return request.
  • We do not take responsibility for the return postage costs, unless the item was faulty or there was a shipment mistake. 

YOU CANNOT RETURN:

  • Books
  • Card Games
  • Earrings
  • Eyelashes
  • Face Jewels
  • Face Masks
  • Fans
  • Fishnets Stockings & Sets
  • Gift Vouchers / Gift Cards
  • Glitter
  • Greeting Cards
  • Hair Clips
  • Items from the SALE section
  • Items not in original condition
  • Made 4 U Word Chokers
  • Nail Polish
  • Nipple Pasties (even if they are un-used)
  • Septum Rings
  • Socks
  • Spoon Necklaces
  • Wigs & Hair Extensions
  • Items used for Photoshoots

PROMOTIONAL SALES PERIOD

Items purchased during our BLACK FRIDAY SALE Promotional Sales Period (29th November-2nd December 2024) can be returned for an exchange or credit note ONLY. No refunds are able issued during Promotional Sales Periods.  

 

PRE ORDER SHOES / MADE 4 U CLOTHING & ACCESSORIES

Pre Order shoes & accessories and Made 4 U Clothing can be returned for a refund, credit note or exchange. We do not accept returns on Made 4 U Word Chokers.

FAULTY ITEMS 

All items are assessed before being packed up safe & sound and sent to their new home. If you believe that your item is faulty, please contact us at help@tibbsandbones.com within 24 hours of discovering the fault. Prior to initiating a return please email us if you believe the product is damaged, faulty or not what you ordered. Please note, If it is a minor problem we will first offer reimbursement for repair of the item.

FAULTY SHOES/ SHOE REPAIRS - DEMONIA, NEW ROCK & PLEASER

We will not accept any claims on minor faults on purchases past 3 months. Please be sure to take the correct care of your shoes. Here is a short TikTok to show you how to care for your shoes correctly. Please click HERE. If it is found that you have not cared for your shoes correctly, we will be unable to assist you further. If you have a minor problem with a shoe, we will offer reimbursement for repair of the item. Please note we will endeavour to repair the issue for you as the first option to ensure your shoes live the longest lives possible.

RETURN TO SENDER

If your parcel was returned to sender due to being 'unclaimed' 'undelivered' or 'duties unpaid - you will need to pay the shipping cost again in order for it to be sent back out to you. We will contact you if your parcel is returned to us. We will hold your parcel for 7 days, if we do not receive shipping payment we will issue you with a store credit for the value of your items, excluding the shipping cost.

KEEP IN MIND 

Please be sure to read item descriptions thoroughly before purchasing. If you require further information on an item or sizing, please be sure to contact us at help@tibbsandbones.com or +61413737796. Keep in mind that colours of items may vary slightly on different computer/phone screen displays. 

RETURNS - IN STORE PURCHASES

We offer a 10 day returns period for in-store purchases.  

HOW TO RETURN AN IN STORE PURCHASE:

  • Bring your items into store within 10 days of purchasing.
  • Ensure you have a copy of your receipt, if you do not have one please ensure you know the day & time you made your purchase so we can look it up for you.
  • You can receive a credit note, refund or exchange for full price items.
  • Your return will be processed immediately, using the same payment method used to pay for the item.
  • If you made your purchase in store with a Visa Gift Card & request a refund, you will be issued with Tibbs & Bones Gift Voucher. We do not provide refunds onto alternate cards, it must be the same card you made your purchase with.
  • Click & Collect orders must be returned within 10 days of purchasing.

RETURNS CONDITIONS - IN STORE PURCHASES

  • Items must be received in original condition (unworn/un-washed/un-used)
  • Items in the SALE section are NOT able to be returned.
  • Items purchased during Promotional Sales Periods (such as Boxing Day Sales or Storewide Sales) can be returned for a credit or exchange ONLY. We do NOT offer refunds during sale periods. Any Promotional Sales Periods will be listed under the PROMOTIONAL SALES PERIODS heading below. 

YOU CANNOT RETURN:

  • Books
  • Card Games
  • Earrings
  • Eyelashes
  • Face Jewels
  • Face Masks
  • Fans
  • Fishnets Stockings & Sets
  • Gift Vouchers / Gift Cards
  • Glitter
  • Greeting Cards
  • Hair Clips
  • Items from the SALE section
  • Items not in original condition
  • Made 4 U Word Chokers
  • Nail Polish
  • Nipple Pasties (even if they are un-used)
  • Septum Rings
  • Socks
  • Spoon Necklaces
  • Wigs & Hair Extensions
  • Items used for Photoshoots

PROMOTIONAL SALES PERIOD

Items purchased during a Promotional Sales Period can be returned for an exchange or credit note ONLY. No refunds are able issued during Promotional Sales Periods.  

PRE ORDER SHOES / MADE 4 U CLOTHING & ACCESSORIES

Pre Order shoes & accessories and Made 4 U Clothing can be returned for a refund, credit note or exchange. We do not accept returns on Made 4 U Word Chokers.

FAULTY ITEMS 

Please contact us at help@tibbsandbones.com within 24 hours of discovering the fault. If it is a minor problem we will first offer reimbursement for repair of the item.

FAULTY SHOES

We will not accept any claims on minor faults on purchases past 3 months. Please be sure to take the correct care of your shoes. Here is a short TikTok to show you how to care for your shoes correctly. Please click HERE. If it is found that you have not cared for your shoes correctly, we will be unable to assist you further. If you have a minor problem with a shoe, we will offer reimbursement for repair of the item.