Return Policy

At Party Owls, we prioritise customer satisfaction. We understand that sometimes you may have over-ordered or changed your mind about an item. For this reason, we accept change-of-mind returns within 30 days of receiving your order. If there is something wrong with an item, we will promptly rectify the issue with as little inconvenience to you as possible. We have introduced a Returns/Refund Policy to ensure that you are fully aware of your rights and our obligations regarding returns.

RETURNS FOR CANCELLATIONS AND “LATE” DELIVERIES

If buyers want to return items due to a cancelled event or late delivery, Party Owls will handle it according to their return policy for change of mind/late deliveries. The estimated delivery times are not guarantees. Party Owls does not guarantee date of delivery because Australia Post and couriers do not. As per our policy, buyers are responsible for return delivery charges and will receive a refund for the item prices only less a 5% restocking fee (this covers processing fees charged by payment providers and sundry fees). Initial delivery charges are not refundable as this is a service that carriers have provided and were charged for. Please read further down for full details.

CHANGE OF MIND RETURNS

To return an item due to change of mind or incorrect size, you must have received your order within the last 30 days. Claims outside this time period will be at Party Owls’ discretion. For us to provide you with a refund, all change-of-mind returns must be in brand new, unused, unopened and re-saleable condition with all original outer packaging intact. Wigs, costumes and garments must not be worn, used or altered in any way. They must be returned neatly packaged in their original packaging with all included accessories for a refund to be issued. Party Owls is unable to offer returns on perishable items such as food and confectionary, clearance stock or special order items. If you return any of those items, Party Owls will not refund or return them back to you. You may want to remove these items from your return first.

You must print out and complete our Returns Authorisation Form. This form must accompany the items being returned.

Party Owls cannot be held responsible for lost, stolen or damaged return deliveries. You are responsible for return delivery charges. We recommend that you return the product/s securely packaged in similar packaging as they were received in so they are not damaged in transit back and use a trackable method of postage.

Party Owls reserves the right to assess the condition of returned products before offering a refund or credit. You will be entitled to a refund or credit equal to only the cost of products excluding any original or return delivery charges. All refunds will be issued via the same method used for purchasing items. With all chosen payment methods, refunds will incur a 5% restocking fee. Refunds via credit card may take up to 10 days to appear on your card statement.

FAULTY OR INCORRECT PRODUCTS

If you believe you have received faulty or incorrect products, please contact us immediately by emailing sales@partyowls.com.au, via online Contact Us page, or telephoning us on +61 466 202 373 so we can resolve the issue promptly for you.

If you receive a product that is defective, incorrect, or significantly does not match the description, and we require you to return it, we will pay for the return delivery charges. Please contact us first. If we choose to have the item returned it will need to be in the original packaging. If you have product concerns that do not impair the item or its intended purpose, they will be handled under our change of mind return policy. If a defective item is included in a part/set/pack, we may allow you to keep the entire part/set/pack at our discretion and provide you with a partial refund only.

We may ask for photos or videos of the item/s in order to assess items before approving any claims. Party Owls cannot provide a refund, credit, or replacement for any item/s that have already been disposed of or without photo/video confirmation clearly showing the fault/damage to all items.

Your original delivery charges will only be refunded when your entire order is defective, incorrect, or did not match the description.

RETURN OF “LATE” OR RETURN TO SENDER PACKAGES

The delivery estimates provided on our and on carriers’ site are not guaranteed delivery times and actual delivery times may be affected by circumstances beyond our control. If your parcel arrives later than your event, you may return the items to us, and our ‘change of mind’ refund policy applies.

If you do not take delivery of your items for any reason or you have entered your address incorrectly, and your order is returned to us, you will be entitled to a refund. However, the original delivery charges and/or any return charges we have incurred will be deducted from the refund.

Please send any returns to:

Party Owls
PO Box 1060,
Stanhope Gardens,
NSW, 2768, Australia