Terms of service

Return & Refund Policy

At Soirée Station, each piece is thoughtfully designed and created to reflect your unique vision. As many of our items are custom-made, our return and refund policy differs slightly from standard retail.

1. Custom & Personalised Orders

Due to the bespoke nature of our products, all custom and personalised items are final sale and cannot be returned, exchanged, or refunded once production has commenced.

We encourage you to carefully review all proofs, spelling, colours, and details before approving your order. Once approval is given, Soirée Station is not responsible for errors.

2. Order Changes & Cancellations

If you need to make changes or cancel your order, please contact us as soon as possible.

  • Changes or cancellations are only accepted before production begins

  • Once your order is in production, it cannot be cancelled or modified

3. Damaged, Faulty, or Incorrect Items

We take great care in producing and packaging your order. However, if something isn’t right, we’re here to help.

If your item arrives:

  • damaged

  • faulty

  • or incorrect

Please contact us within 48 hours of delivery with:

  • your order number

  • a description of the issue

  • clear photos of the item and packaging

Once reviewed, we will offer a suitable resolution, which may include a replacement, repair, or refund in line with Australian Consumer Law.

4. Non-Returnable Items

We do not accept returns for:

  • custom or personalised items

  • items approved prior to production

  • sale or clearance items

  • change of mind

This aligns with common industry practices for made-to-order and personalised goods.

5. Change of Mind

As all pieces are made specifically for you, we do not offer returns or refunds for change of mind.

6. Return Shipping

If a return is approved:

  • customers are responsible for return shipping costs unless the item is faulty or incorrect

  • items must be returned in original condition and packaging

7. Processing Refunds

Approved refunds will be processed to your original payment method. Please allow:

  • up to 5–10 business days for processing once approved

8. 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.

9. Contact Us

For any return or refund enquiries, please contact:
Email: hello@soireestation.com

We’re here to ensure your experience with Soirée Station is seamless and special from start to finish.

Thank you for supporting a small, design-led business ♡