We have a 3-day return policy, which means you have 3 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at thetesanahbrand@gmail.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note we do not cover any logistics cost in and out of Australia.

Please note that we do not accept refunds or exchange on items bought in our physical store after you have picked up.

Please kindly note that we do not do refund or exchange after the lace has been cut as that reduces the saleable value.

You can always contact us for any return question at thetesanahbrand@gmail.com.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items including laces cut out on client's request).
Also, we cannot accept returns on discount sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.