My Heart is Glad

Returns Policy

You may return most new, unused and undamaged items within 14 days of delivery for a full refund. A full refund is given if the return is a result of our error (you received an incorrect or defective item). We do not offer returns for change of minds or any other reason other than wrong or defective products. Returns can either be refunded, or we can send you a replacement. Please let us know which you prefer.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 - 10 business days), the time it takes us to process your return once we receive it (3 - 5 business days), and the time it takes your bank to process our refund request (5 - 10 business days). If you are looking for a replacement, the timeframe is 5 - 10 business days for us to receive the product and another 5 - 10 business days before the new product arrives at your door. Please take note, this can vary depending on the postal service in your country of origin and other factors such as Covid delays etc. We always endeavour to have quick and efficient shipping and handling logistics and aim to serve our customers to the best of our ability.

If you need to return an item, simply email us with your order number and issue to: orders@waterandword.com.au. We'll notify you via e-mail of your refund once we've received and processed the returned item.

Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options available for your specific product. Depending on the shipping provider, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full weight metric.