Refund policy

We want you to be happy with what you order from Dune & Ash. If something is not right, get in touch and we will sort it out.

Change of mind returns

You have 30 days from the day your order arrives to request a return. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging. You will also need your order number or proof of purchase.

For change of mind returns, you cover the cost of return postage, and the original shipping charge is not refunded. We recommend using a tracked service, as we cannot refund an item that does not reach us.

Please contact us before sending anything back. Items returned without an approved return request cannot be accepted.

Faulty, damaged or incorrect items

Please check your order as soon as it arrives. If an item is faulty, damaged in transit, or is not what you ordered, email us within 7 days of delivery with your order number and a photo of the problem.

We will make it right at no cost to you. Depending on the situation, we will send a replacement or refund you in full, including any shipping you paid. In most cases we will not ask you to post the item back.

This is in addition to your rights under the Australian Consumer Law. Nothing in this policy limits those rights.

Items we cannot accept back

We cannot accept change of mind returns on personal care items, or on anything that has been used, assembled, washed or altered. We cannot accept returns on gift cards.

Sale items can be returned if they are faulty, damaged or incorrect, but not for change of mind.

Exchanges

The quickest way to get the item you want is to return the one you have and place a new order once your return is approved.

Cancelling an order

If you need to cancel, contact us as soon as possible. We can usually cancel and refund in full if your order has not yet been sent. Once it has shipped, it falls under the return rules above.

European Union 14 day cooling off period

If your order is shipped into the European Union, you have the right to cancel or return it within 14 days of delivery, for any reason and without giving a justification. The item must be unused, in the same condition you received it, and in its original packaging, and you will need proof of purchase.

Refunds

Once your return arrives and has been checked, we will email you to let you know whether it has been approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card provider may take a few days more to show it.

If more than 15 business days have passed since we approved your refund and you still have not received it, email us and we will chase it up.

How to start a return

Email DuneandAsh@outlook.com with your order number and what you would like to do. We will reply with the return address and instructions.