Returns & Refund Policy

Last Updated: October 16, 2025

We are committed to providing high-quality products and a seamless customer experience. As we offer a wide range of products including custom and personalised products, please carefully review our returns policy below based on your product type.

General Return Policy (Non-Personalised Items Only)

We offer a 14-day return policy on eligible non-custom items. To qualify:

Item must be unused, with tags and original packaging
You must have proof of purchase
You must contact us first at anne@schokkology.com.au before sending anything back

Items returned without prior approval will not be accepted.

Once your return is approved:

We’ll provide a return shipping label
You’ll receive detailed instructions on how to send the item back

Custom & Personalised Products

We do not accept returns or offer refunds for custom-made or personalised products unless there has been a genuine error on our part.

If your item:

Arrives damaged,
Has incorrect personalisation (due to our error),
…please contact us immediately with photos so we can resolve it promptly.

Please Note:

Once an order has been placed, we cannot accept:

Cancellations
Changes
Refund requests

Breakages & Handling Guidelines

All items are carefully packed, but we rely on third-party couriers to deliver safely. If your item arrives damaged:

Please take clear photos of the damage
Email us at anne@schokkology.com.au immediately

We are not responsible for breakages after the item has been unpacked.

Damages, Faults or Incorrect Items

Please inspect your order upon delivery. Contact us immediately if:

Your item is defective
Your item was damaged in transit
You received the wrong item

We'll evaluate the issue and arrange a suitable resolution (refund, repair or replacement).

Exceptions / Non-Returnable Items

We do not accept returns for:

Personalised or custom-made products
Sale/clearance items
Perishables or hazardous materials (if applicable)

Exchanges

The fastest way to exchange an item is to initiate a return (if eligible) and place a new order once approved.

Refunds

Once your return is received and inspected, we’ll notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days.

Please note:
It may take additional time for your bank or credit card provider to process the refund.

If you have not received your refund after 15 business days, please contact us at anne@schokkology.com.au

Questions?

We’re always happy to help.
Email: anne@schokkology.com.au
Address: Unit 11, 27 South Pine Road, Brendale, QLD, 4500, Australia