Returns & Refunds ℹ️
THE SHORT VERSION
If your Thankly turns up damaged, faulty, or just plain wrong — that's on us, and we'll make it right. Because every card is personalised and many gifts are fresh or handmade, we can't take change-of-mind returns. Your rights under the Australian Consumer Law always apply.
MY ORDER ARRIVED DAMAGED, FAULTY, OR NOT WHAT I ORDERED — HELP!
We've got you. Email orders@thankly.co within 7 days (48 hours for anything fresh) with your order number and a quick photo, and we'll sort a replacement, store credit, or refund — your call.
CAN I RETURN IT BECAUSE I CHANGED MY MIND?
Sorry, no. Cards are personalised and gifts are curated (often perishable), so we can't accept change-of-mind returns. Spotted a mistake right after ordering? Tell us fast — if it hasn't been made or posted yet, we'll do our best to fix it.
WHAT ABOUT GIFT CARDS & VOUCHERS?
Non-refundable and not exchangeable for cash (except where the law says otherwise). If a digital voucher doesn't reach the recipient, just let us know and we'll reissue it.
IT HASN'T ARRIVED
Reach out and we'll chase the courier. Tracked or express orders we can trace and, if it's confirmed lost, resend or refund. Untracked standard post can't be guaranteed if it goes missing — so we recommend tracked for anything valuable or time-sensitive.
I ENTERED THE WRONG ADDRESS
Happens! If an order goes astray because of an incorrect address, we can resend it — a re-delivery fee does apply. See Delivery & Shipping for more detail.
CORPORATE & BULK ORDERS?
Made to order, so no change-of-mind returns — but anything faulty, damaged, or incorrect is always covered. Just reach out.
WHEN WILL MY REFUND LAND?
Approved refunds hit your original payment method within 14 business days. Original shipping fees aren't refundable unless the mix-up was ours.
YOUR AUSTRALIAN CONSUMER LAW RIGHTS
Our goods come with guarantees that can't be excluded under the ACL. Major problem → your choice of refund or replacement. Minor problem → we'll repair or replace. Nothing here limits those rights.
STILL NEED US?
We're real humans: orders@thankly.co · thankly.co/contact-us