If your cup arrives damaged, please email us as soon as possible with at least one clear photo and one video showing the damage to the cup and its packaging.

Please include:

• Full name
• Delivery address
• Tracking number

If you do not have your tracking number, please provide your order ID, which can be found on your receipt or order confirmation email.

Once we receive your information, we will lodge a damage claim with Australia Post. You may be required to visit your nearest Australia Post location to complete a damage assessment. If you are unable to attend in person, please let us know and we will do our best to assist.

A short video explaining what happened during delivery may also be requested to support the claim.

Refund Eligibility Disclaimer:

Refunds are only issued once Australia Post has completed their investigation and confirmed the item was damaged during transit. Claims that are incomplete, submitted outside the required timeframe, or where damage is deemed not to have occurred during transit may not be eligible for a refund. Processing times may vary depending on Australia Post’s assessment procedures.

We understand how disappointing it is to receive a damaged item. While this process may take some time, we will work with you to ensure the matter is handled as fairly and efficiently as possible.

We DO NOT offer change of mind refunds. We make most of our orders on a live and make sure that we ask all our customers if the are happy with the cup. We spend quality time with each customer to ensure their cups are perfect. Once we have put the glitter/solution in the tumbler we can NOT give you a refund if you do not like it. All of our products are handmade by Amanda and Emily, which means sometimes there may be some human errors, if we believe the cup isn’t up to our standard we will not give it to you and we will restart. We never send out a product unless it is 100% functioning and 100% gorgeous. If you received your cup and decide you don’t like it, we will not give you a refund for this. If you strongly dislike your cup we may let you ship the item back to us but at your own expense, and then we can provide a refund.

Additionally! Once the product has been shipped it becomes Australia posts issue, if it is broken/damaged Auspost will be refunding you, not us. Feel free to lodge a complaint or call them for faster service.

If you have had the cup for 2 weeks and there was no damage you told us about we will not give any refunds/coupons if you find any issues so please ensure your cup is perfect in that time frame.

Please remember we are a small business that hand makes everything. We do our very best to ensure good quality, so we cannot afford to issue refunds/freebies for every minor issue with a cup.

Thanks for understanding!