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My item arrived damaged. What do can I do?

In the unlikely event you receive your order, and an item is damaged, please contact our Customer Care Team at customerservice@aprilandoak.com.au with the following information:

  1. Your full name.
  2. Your order number.
  3. The item name and SKU that is damaged.
  4. Condition of the box when it arrived.
  5. Photograph of the damaged item.

What next?

Once a Customer Care Consultant receives and reviews your request, they may contact you for additional information. 

As a consumer, you are legally entitled to a full refund, or a replacement (if available).

In some cases, when the damage may be minor, a Customer Care Consultant may offer you a partial refund (proportionate to the damage) as an additional option.

If you do not want a replacement, we may require further steps to have the item returned, in order to issue you a full refund.

Processing Your Refund

Refunds get processed within 7 days, however during busy times of the year it may take up to 30 days to process your refund. Please appreciate your patience during these times. A Refund will be applied directly through the payment method used to make the purchase. 

For any additional support, please don't hesitate to contact our Customer Care Team at customerservice@aprilandoak.com.au.

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