Return & Exchange Policy
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 6 hours of placing your order. After the initial 6 hours we may not be able to edit your order however we will try our best.
Damaged/incorrectly printed 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.
Please note that the design, size, colour and image you upload will be printed on your item. If the wrong size, colour or image is selected and sent to you, Edward Fraiser will not be responsible for replacing these items.
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 colour, 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. All returns must be sent with a tracking number.
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. All returns must be sent with a tracking number.
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.