Returns & Remakes

Every Toebi keepsake is made to order from your photo and words, so we take a lot of care to get it right — including a hand check and a preview before production.

If something’s wrong

If your item arrives damaged, faulty, or doesn’t match the preview you approved (for example, a spelling mistake on our side), we’ll remake it for free or give you a full refund — your choice.

Just email hello@toebi.org within 30 days of delivery with your order number and a photo of the issue. You won’t need to send the item back unless we ask.

Change of mind

Because each item is personalised just for you, we can’t accept returns or exchanges for change of mind, or for spelling or photo choices that were confirmed in your approved preview.

Cancelling an order

You can cancel for a full refund any time before your order goes into production. Once production has started, we can’t cancel.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Refund timing

Refunds go back to your original payment method. Depending on your bank, they can take 5–10 business days to appear.