If for any reason your product is faulty, incorrect or damaged, please email us at shop@lovebobbie.com, accompanied with photographs and your order number/details.
Notification must be made within three (3) days of receiving your order. no claims will be accepted after three (3) days from receipt of goods.
After a claim has been made and approved, a Return Authority Number (RAN) will be assigned, the return must be sent within fourteen (14) days.
Customers are liable for return postage charges.
Once the item(s) have been received and assessed by our team, an exchange product will be sent to you. If the product is no longer available (i.e., sale items), a similar substitute product will be offered, if this is not possible a store credit only will be issued.
Any store credits issued are only valid for 12 months from the date of issue. They will expire one (1) year and one (1) day from the date of issue. I.e., a store credit issued on the 7th of February 2023, will expire on the 8th of February 2024.
Due to the nature of our products being for personal use (i.e., “soap”) we do not accept returns of used or opened products
As all our products are handmade with love, there may be slight variations of colours and shapes to what is pictured on the individual products’ page, returns of this nature will not be accepted.
As we are a home based business, our return shipping address will only be provided upon an approved return.
Order Cancellations & Change of Mind
We can accept returns and order cancellations for incorrect choices or change of mind, for a store credit only. We do not provide refunds for order cancellations or change of mind returns.
If you would like to arrange a return, please email us at shop@lovebobbie.com within ten (10) days of receiving your goods, accompanied with photographs, your order number, and the item(s) you wish to return, and we will issue you with a Return Authority Number (RAN)
A Return Authority Number (RAN) must be obtained from Love Bobbie prior to returning any products. No credits will be issued without a Return Authority Number.
Product(s) must be returned in their original packaging and must be unopened, unused, and undamaged. If the product is or forms part of a kit or gift pack- the entire kit or gift pack and its’ contents must be returned in its original state as noted above, if any items are missing or damaged, a credit will not be issued.
Return requests must be made within ten (10) days from receipt of your order. We are unable to accept any return requests made after this time frame.
A store credit will only be issued once the item has been received and assessed by our team.
Any store credits issued are only valid for 12 months from the date of issue. They will expire one (1) year and one (1) day from the date of issue. I.e., a store credit issued on the 7th of February 2023, will expire on the 8th of February 2024.
As we are a home-based business, our return shipping address will only be provided upon an approved return.
Unclaimed or Returned Orders
Unclaimed; if your order is redirected to your local post office and you fail to collect your order within the Post Offices stipulated time frame (usually 1 week), it will be returned to us.
Incorrect Address: if your order is undelivered due to an incorrect address, it will be returned to us.
If either of the above occurs and you would like your order re-shipped to you, you will be liable to pay a re-shipping fee equal to the amount of the original shipping cost of your order. Where free shipping was received, you will be liable to pay a re-shipping fee as calculated by us based on the weight, size and classification of your order.
Any re-shipping fees will be issued by invoice and payable by square link or direct bank transfer only. We cannot accept online/website credit card or AfterPay payments for re-shipping fees.
Any unclaimed or returned parcels that you would prefer to receive a store credit for instead of being re-shipped, will have a $5.00 return/admin fee deducted from the credit amount.
If your order is returned to us and we do not have any response from you after 14 days of our attempted contact, your order will be cancelled and applied as a store credit, less the original cost of shipping, and a $5.00 return fee.
We do not provide refunds for unclaimed or returned orders.
Virtual Products
Virtual products i.e., downloadable e-books and online store gift cards are non-refundable.
As per Australian Law gift cards are redeemable for three (3) years from the date of purchase, please check your card for the expiry date and voucher number.
Class/Workshop Gift Vouchers
Love Bobbie gift vouchers for handmade soap classes are only valid for the Beginners CP Soap Making Group Classes and cannot be exchanged or used for any other products, classes or workshops.
The name on the voucher, as well as the voucher number and expiry date must be advised at the time of booking.
The original physical gift card must be presented at the class before commencement, if you cannot produce the gift card and still wish to participate in the class, the full workshop fee must be paid in-full before the class commences.
As per Australian Law – gift cards and vouchers are redeemable for three (3) years from the date of purchase, please see the back of your gift voucher for the expiry date and voucher number. The class must be completed before the expiry date, after this time the voucher will no longer be valid for use.
48-hour rebooking policy: we understand that unforeseen circumstances may occur where you cannot attend the original booking. If you do need to postpone with less than 48-hours’ notice, a $25 re-booking fee will need to be paid upon re-booking.
No-show policy: any “no-shows” or non-attendance for booked classes will be classed as “redeemed” and the voucher will no longer be valid for use.
