Refund policy

At Jorja Zoe Creations, every item is handcrafted with love and careful attention to detail because our products are made-to-order. We have a strict no return or exchange policy. 

Handmade Variance

Please note that because each item is handmade, slight variations in stitching, fabric placement, or colour may occur. These are not considered flaws but rather the unique character of a custom handmade product. 

Faulty or Damaged Items
We take great pride in the quality of our work, however, if you believe your item is faulty or was damaged during transit, we want to make it right.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

- Reporting a Fault: Please contact us at jorjazoecreations@gmail.com within 7 days of receiving your order. 

- Required information: Please include your order number and clear photos of the fault/damage. 

- Resolution: If the item is deemed faulty under the Australian Consumer Law, we will offer a repair, replacement, or refund depending on the nature of the issue. 

Exclusions:

We cannot offer returns, refunds, or exchanges for:

• Change of mind after an order has been processed or started. 
• Incorrect sizing (please refer to our size guides before purchasing).
• Errors in personalisation provided by the customer (e.g., spelling mistakes on custom name towels). 
  
• Wear and tear over time or damage caused by improper care (please follow provided washing/care instructions).