Return & Exchange Policy
Item doesn't fit
If your item doesn’t fit, please email us at support@edwardfraiser.com and let us know if it’s too large or too small. We’ll send you a replacement at no cost. To promote low emissions and provide a great customer experience, you don’t need to return the original item to us. Feel free to keep it, donate it, or give it to a friend.
If your item doesn’t fit, please email us at support@edwardfraiser.com and let us know if it’s too large or too small. We’ll send you a replacement at no cost. To promote low emissions and provide a great customer experience, you don’t need to return the original item to us. Feel free to keep it, donate it, or give it to a friend.
Change of address
If you need to change the delivery address, please send us an email with your order number, the current delivery address and the address you want to change. We can change the address until your order leaves our facility! There is only usually a 1 day to contact us and change the address, as once the item has been shipped from our warehouse, we are unable to change the details. Please still do contact us after 1 day as we may still be able to change the address.
Order Edits
If you would like to edit your order, please contact us within 2 hours of placing your order. After the initial 2 hours we may not be able to edit your order however we will try our best.
Damaged/defective items
If the product arrives defective, we will resend the item free of charge. Please contact us at support@edwardfraiser.com with a photo of the item and the order number.
Disclaimer for product images
Please note that while we make every effort to photograph our products accurately and describe them in detail, due to changes in screen resolution we cannot guarantee that every photo in production will accurately reflect the actual colour of the goods. Please contact us before purchasing if you have any questions about the color, material or size of an item.
Item not wanted
If you decide to return an item you no longer want, you must contact us within 14 days of receiving your goods, we will offer a full refund for the item you are returning, with return shipping costs payed by the customer.
A return can only be initiated once it has been approved by our support team, any items returned without being approved by our support team will not be eligible for a refund.
Please return items with a tracking number and send it to the warehouse address provided by our customer service team. Once we receive the item, you will be refunded the purchase price to your original payment method. Note that shipping costs and protection fees are non-refundable.
A return can only be initiated once it has been approved by our support team, any items returned without being approved by our support team will not be eligible for a refund.
Please return items with a tracking number and send it to the warehouse address provided by our customer service team. Once we receive the item, you will be refunded the purchase price to your original payment method. Note that shipping costs and protection fees are non-refundable.
Lost parcels
If your parcel is lost in transit, we will gladly replace it and ensure that your order reaches you, this is providing the correct address is selected at checkout. If you do not want the parcel replaced, we will have to wait 14 days before refunding the order if the parcel finds its way to you and is delivered. Our customer service team will check on your order regularly during the two weeks to track its progress and provide you with accurate information.
Cancellations/Returns
If you wish to cancel your order, you must do so within 3 hours of placing your order. As your personalised products are unique and made just for you, a charge of $9 per item is included in your purchase.