Exchange and Refunds

We assist you throughout the entire booking process to ensure you receive the custom carving you requested. If there is availability, we will confirm your order after we receive AUD $200 into our allocated bank account.  Our graphic designers will provide a custom and simple vector line design concept for your feedback and approval.  Once you are 100% happy with your custom design concept then we require full payment before we start the hand carving process.  When your custom carving is completed, we will send a photo to your email before packaging it up safely with bubble wrap and then boxed for delivery.  All accounts must be paid in full by due date on invoice before delivery can be arranged.  

We are unfortunately unable to provide a refund or exchange if there is a mistake on an approved design concept, so please make sure you check the spelling and details carefully, including names and dates.  

Please note as all products are personalised we are unable to offer refunds once the hand carving process has commenced unless the mistake was an error on our part.  There is a delicate process to amending a design once it’s finished however we can fix or amend any requests to your product at our repair service charges.  Please contact our customer service either by phone (+61 424 080 645) or by sending us and email to emailus@designsbytoka.com

We have perfected our packing process so we experience very few breakages, however in the unlikely event that your item is damaged in transit (our delivery services includes insurance) please contact us straight away and send through a photo of the damaged product and we will organise a refund or replacement.

If you are unhappy at all with your purchase please contact our customer service either by phone (+61 424 080 645) or by sending us an email to emailus@designsbytoka.com

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and include receipt or proof of purchase.  

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will processed between 5 – 7 business days be applied to your account or by original method of payment, or within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again, it may take some time before your refund is officially posted.  Next contact your bank. There is often some processing time before a refund is posted.  If you’ve done all of this and you still have not received your refund yet, please contact our customer service either by phone (+61 424 080 645) or by sending us an email to emailus@designsbytoka.com 

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are not defective or damaged. If you need to exchange it for the same item, please contact our customer service either by phone (+61 424 080 645) or by sending us an email to emailus@designsbytoka.com  

Shipping

To return your product, please contact our customer service either by phone (+61 424 080 645) or by sending us and email to emailus@designsbytoka.com 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.