Refund policy

Returns & Refunds

Last updated: October 2026

We want you to love your order. Most of what we sell is engraved to order, so returns work a little differently for personalised pieces than for ready-to-ship items. Here’s how it all works.

Your rights under Australian Consumer Law

Our products come with guarantees that can’t be excluded under the Australian Consumer Law. If something has a major problem, you’re entitled to a replacement or a refund. Nothing in this policy changes that.

Personalised items

Anything engraved with a name or message is made just for you, so we can’t accept returns or refunds for change of mind. That includes:

  • Choosing a different font or engraving style after ordering
  • Spelling or name errors entered at checkout
  • No longer needing the item

We engrave exactly what’s typed in the personalisation field, so please double-check spelling, capitals and spacing before you check out. If you spot a mistake after ordering, email us straight away. If we haven’t started engraving yet, we’ll happily fix it.

Ready-to-ship items (no engraving)

Changed your mind about something that wasn’t personalised, like a photo frame, lunch box or water bottle? You can return it within 14 days of delivery, as long as it’s:

  • Unused
  • In its original packaging
  • In a condition we can resell

Change-of-mind return postage is paid by you. Once we receive the item, we’ll refund the purchase price. Original shipping isn’t refunded.

Faulty, damaged or wrong items

If your order arrives damaged, has a quality problem, has an engraving mistake on our part, or isn’t what you ordered, we’ll make it right. You can choose a replacement or a refund.

Email us as soon as you can, ideally within 7 days of delivery, with:

  • Your order number
  • A clear photo of the problem (and the packaging, if it was damaged in transit)
  • A quick description of what’s wrong

There’s no cost to you for faulty or incorrect items. We’ll cover any return postage.

Cancelling an order

You can cancel any time before we start engraving. Because we usually engrave within a business day, please email us as soon as possible. Once engraving has started, a personalised order can’t be cancelled.

Ready-to-ship items can be cancelled any time before dispatch.

Refunds

Approved refunds go back to your original payment method, including Afterpay and PayPal. Depending on your bank or provider, the money can take a few business days to appear. If it’s been over a week, let us know and we’ll chase it up.

Get in touch

Email info@littlecutlery.com.au with your name, order number and what’s happened, plus photos if relevant.

We’re a small Australian family business. If something isn’t right, we’ll always work with you to sort it out quickly and kindly.