Returns, Refunds & Customer Care Policy
Last updated: 25/08/2026
At The Bonnet Boutique, all of our ear bonnets are handmade, and many are created specifically for each customer. Because of this, we do not offer change-of-mind returns or exchanges.
However, we do want you to be satisfied with your order. If there is a problem with your item, please contact us and we will work with you to resolve the issue in accordance with your rights under the Australian Consumer Law.
1. Change-of-mind returns
We do not accept returns or exchanges simply because you have changed your mind about your purchase.
This includes situations where you:
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no longer want or need the item;
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ordered the wrong colour or style;
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selected the wrong size or measurements;
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found something else you prefer;
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found the product cheaper elsewhere; or
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decide after receiving the item that it isn't what you want
This policy applies to custom, made-to-order and ready-to-ship products.
We understand that buying online can sometimes be difficult, so we encourage you to carefully review your order details before completing your purchase.
In the case of custom products, we strive to minimize the likelihood of these situations occurring with multiple confirmations supplemented by design mock-ups of your order before commencement - any changes after commencement are therefore non-refundable.
2. Custom ear bonnets
Custom ear bonnets are made specifically according to the details provided by the customer.
Because of the personalised nature of these products, we cannot accept change-of-mind returns or exchanges for custom ear bonnets. We do, however, understand that it can be difficult to visualise custom products, so all orders will go through multiple stages of confirmation including mock-ups to best ensure customer satisfaction.
Please carefully check all measurements, colours, trims, design choices, personalisation and other information before submitting your final order.
If we make an error or your finished ear bonnet does not match the specifications agreed upon when you placed your order, please contact us so we can work with you to resolve the issue.
This policy does not remove or limit any rights you have under the Australian Consumer Law.
3. Made-to-order ear bonnets
Made-to-order items are produced specifically for your order and are therefore not eligible for change-of-mind returns or exchanges.
Before ordering, please make sure you are happy with the selected design, colour, size and other options.
If an item is faulty, damaged, incorrectly made, or does not match the description or specifications agreed upon at the time of purchase, please contact us.
Your Australian Consumer Law rights still apply.
4. Ready-to-ship / in-stock items
Our ready-to-ship items are also not eligible for change-of-mind returns or exchanges, as they are generally one-of-a-kind.
Please carefully check the product description, photos, measurements and selected options before placing your order.
If your item has a fault, is damaged, is incorrect, or otherwise does not meet an applicable consumer guarantee, please contact us so we can assess the issue and provide an appropriate remedy.
5. Faulty or incorrect items
If you believe there is a problem with your order, please contact us as soon as reasonably possible. Including well-lit, clear images and detailed description at this stage will allow us to remedy the situation in the shortest possible timeframe.
Examples of issues we ask you to contact us about include:
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the item is faulty or defective;
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the item arrived damaged;
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the item is significantly different from what was ordered;
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we made the item incorrectly;
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the item does not match the agreed custom specifications; or
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an item or component is missing.
Depending on the circumstances and whether the problem is considered major or minor under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or another appropriate remedy.
We may ask for photographs or other information so that we can understand and assess the issue.
6. Customer measurements and information
For custom and made-to-order products, we rely on the information supplied by the customer.
Please take care when providing measurements, names, colours, design choices and other specifications.
If an item has been made correctly according to the information provided by the customer, a change of mind or incorrect information supplied by the customer does not constitute a fault with the product.
If you believe we have made an error when producing your item, please contact us so we can assess the situation.
7. Damage during shipping
We package orders carefully before they leave us.
If your order arrives damaged, please contact us with photographs of the packaging and the item so that we can assess what has happened and determine the appropriate next steps.
Your rights under the Australian Consumer Law are not affected by any notification timeframe in this policy.
8. Order changes and cancellations
Because many of our products are made specifically for each customer, please contact us as soon as possible if you need to make a change or cancel an order.
We will do our best to accommodate requests received before production begins.
Once an order has entered production, changes or cancellations may no longer be possible.
This does not affect any rights you may have under the Australian Consumer Law.
9. Return postage
If a return is required because an item has a problem covered by the Australian Consumer Law, we will handle return postage in accordance with the requirements of the Australian Consumer Law.
Please contact us before sending an item back so that we can provide return instructions.
10. Australian Consumer Law
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.
Consumer guarantees apply automatically to products sold by Australian businesses and cannot be removed by a store's returns policy.
Our policy regarding change-of-mind returns applies only where the Australian Consumer Law does not otherwise require us to provide a remedy.
11. Contact us
If you have a problem with your order, please contact us via our contact form or;
Email: info@thebonnetboutique.com.au
Please include your order number and, where relevant, photographs and a description of the issue.
We will review your request and get back to you as soon as reasonably possible.
The Bonnet Boutique
Cancellations
Product Orders Cancellation Policy
All of our products are made to order, especially for you. If you wish to cancel or amend your order, please use the link provided in your confirmation email. You can edit your order at any time before it goes to production.
Once your order has gone to production, you may be eligible for a replacement/resolution, depending on the situation. After you’ve received your order, you have 30 days to address any quality issues.
Refunds Policies
Product Orders Refund Policy
Refunds may not be issued for anything excepting quality issues. If your order meets these criteria, a remedy will be negotiated.
PayPal: Any refunds processed will show back up in your PayPal account balance within 24 business hours.
Credit Card: Any refunds processed via your credit/debit card will show back up in your bank account within 7 to 10 business days, depending on your bank.
Locked Messages Refund Policy
Locked messages are non-refundable. Once you have completed your checkout payment, we cannot cancel or refund your locked message. If you have issues accessing the locked message after payment, please reach out to us via our contact form. We’ll be happy to troubleshoot the problem and find a resolution for you.
Accepted Payment Methods
We accept payments via credit/debit cards, PayPal, Google Pay, Apple Pay, and depending on your location, we also accept Klarna/AfterPay and local payment methods.
International Orders
International orders are not currently supported by The Bonnet Boutique (although they may be considered for exceptional cicumstances). In the case an international order is approved, the following applies:
International orders may be subject to import taxes, duties, and other customs charges. If your order includes any international shipments, you’ll see either a pre-collected duty amount or a notice about potential import fees at checkout, depending on your location and the items ordered. You are responsible for any applicable import duties or fees, whether collected at checkout or upon delivery. For more information regarding your country’s customs policies, please contact your local customs office.