Returns: No returns accepted unless item(s) arrive faulty or damaged. Please contact us within 48 hours of receiving your order if you have received a faulty or damaged product. It is at XO Craft’s discretion whether a replacement will be sent, the cost of the product refunded or store credit given. Faulty or damaged product must be returned in its original condition (unused and not personalised). If you are required to return a product to us for a replacement or refund, we will need to receive the item within 3 weeks of agreement.

Refunds: We do not offer refunds. If we have agreed to refund your order, you will be charged the applicable merchant fees to cancel your order plus a 5% admin fee.

Damaged or faulty items (in transit) and missing items: in the event of items damaged in transit, please inform us within 48 hours of receiving and retain all packaging and items. You will be required to bring them into a post office for damage assessment and claim. A refund or replacement will not be provided until a case number from Australia Post has been provided. In the event of missing items from your order, please notify XO Craft within 48 hours of receiving your order and we will investigate.

Damaged items: XO Craft is not liable for items damaged due to customer’s error. A refund or replacement will not be provided.


SHIPPING: All packages are sent with Australia Post (Parcel Post or Express Post).

PICK UP: We are located in Sumner 4074 and you are welcome to pick up your order. An email will be sent once your order is ready for collection. If you have paid for shipping but would like to pick up instead, we cannot provide a refund but we are more than happy to provide you with a store credit.

RETURN TO SENDER: In the event that a parcel is not picked up from the post office in a timely manner or if the wrong address was provided and the parcel is returned to sender, a fee of $10.44 (charged by auspost) will be applicable to your refund, on top of the refund charges stated in “Refunds” above. If you would like your parcel resent, you will be charged the return to sender fee + new delivery cost.


Please allow up to 3 working days for your order to be processed. This includes pick up and Express Post orders.

Please do not use XO Craft’s website if you do not agree to our terms and conditions.