- We do accept returns however, there are a few exceptions, so please take a moment to read this before sending anything back.
Personalised & Custom Made Items
All personalised or custom made Project Galaxy products are created especially for you. Because these items are made to your specifications, they are non-returnable, non-refundable and non-exchangeable.
Orders for personalised or custom made items may only be cancelled before any design, artwork or production work has commenced. Once we have started creating, drawing, designing, digitising, preparing artwork or otherwise working on your order, it cannot be cancelled, refunded or exchanged, as time and creative effort have already been invested into your item.
Please double check all personalisation details, spelling, sizing and customisation options, as we are unable to make changes once work has commenced.
This policy also applies if a personalised order is returned to us due to:
• An incorrect address being provided
• Failed delivery attempts
• Refusal to accept delivery
• Failure to collect the parcel
• Refusal to pay customs charges
•Any other circumstance outside of our control
If a returned parcel requires additional postage to be resent and payment is not received, or we do not receive a response within 3 days, the order may be considered abandoned. As personalised items are created specifically for you and cannot be resold, no refund, exchange, cancellation or store credit will be issued. Any abandoned items may be disposed of, recycled, donated or otherwise dealt with at our discretion.
Hygiene & Safety Exceptions
For hygiene and safety reasons, we cannot accept returns on earrings, piercing jewellery, nipple covers, condoms, toothbrushes or any other products where a return would pose a health or hygiene risk, unless the item is faulty.
Sale, clearance and discontinued products are also non-returnable, non-refundable and non-exchangeable.
Before You Start Your Return
To be eligible for a return, items must:
• Be returned within 14 days of delivery
• Be unused, unworn and in their original condition and packaging
• Include all original packaging, tags and accessories
• Show no signs of wear, damage, alteration or misuse
We reserve the right to refuse returns that do not meet these conditions.
Original shipping costs are non-refundable unless you are returning your entire order under your statutory cancellation rights. If you selected an upgraded or expedited shipping service, only the cost of standard delivery will be refunded. Customers are responsible for return postage costs.
How to Make a Return
If you’d like to return an eligible item, simply complete our Returns Form.
Please do not send items back without contacting us first, as unauthorised returns may be refused.
Returned Parcels & Failed Deliveries
If your order is returned to us due to:
• Refused delivery
• Uncollected parcel
• Missed delivery attempts
• An incorrect address provided at checkout
• Refusal to pay customs fees or import charges
• An unauthorised return
We will contact you to arrange redelivery.
If additional postage is required and payment is not received or we do not hear back from you within 3 days, your order may be treated as abandoned. Any refund issued will exclude shipping costs and our cancellation fee as a result of the failed delivery.
Need Help?
Not sure which piece is right for you? Have a question about materials, sizing, custom orders or product care?
We’re always happy to help! Get in touch and we’ll do our best to assist you before you place your order.
