Refund and Privacy Policy

Refund Policy

The Enchanted Post
Effective: 11 June 2025

At The Enchanted Post, we take great care in crafting every magical parcel with love, sparkle, and attention to detail. As most of our products are personalised and made to order, we kindly ask that you read the following policy before purchasing.

✨ Personalised Items – No Refunds or Returns

Due to the custom nature of our products — including personalised letters and gift packs — we are unable to offer refunds, returns, or exchanges for:

Change of mind
Incorrect details provided (e.g. misspelled names)
Unexpected delays by postal services after dispatch

Please double-check all spelling, names, and delivery information before placing your order. Once an order is submitted, it cannot be edited or cancelled.

🧚 Damaged or Faulty Items

In accordance with Australian Consumer Law, you are entitled to a refund or replacement if your item:

Arrives faulty or damaged
Does not match the description
Is not fit for purpose

If something isn't right, please contact us within 7 days of receiving your order with your order number, a description of the issue, and a clear photo. We will review your claim and offer a suitable resolution.

✨ How to Request a Replacement

To request a replacement for a damaged or incorrect item, please email:

📧 hello@theenchantedpost.com.au
Include your:

Order number
Description of the issue
Photos of the item and packaging

💌 Questions?

We’re here to help! If you have any questions about your order or this policy, please reach out to us via email or Instagram DM.

Thank you for supporting small, magical business 🧚‍♀️

Privacy Policy

The Enchanted Post
65 Chepana Street, Lake Cathie NSW 2445
Phone: 0402 393 532
ABN: [Insert your ABN if registered]

1. Introduction

The Enchanted Post values your privacy. We are committed to safeguarding the personal information you provide to us and ensuring compliance with the Australian Privacy Principles (APPs) set out in the Privacy Act 1988 (Cth).

This Privacy Policy explains how we collect, use, disclose, and store your personal information.

2. What Personal Information We Collect

We may collect the following personal information when you interact with us, including via our website:

Full name
Email address
Delivery address
Phone number
Payment and billing information
Order history and communication records
Social media handles (if you contact us that way)

We do not store your payment details directly — all payments are processed securely via third-party providers (e.g. PayPal, Stripe, etc.).

3. How We Collect Your Information

We collect personal information when you:

Place an order through our website
Sign up to our newsletter
Contact us via email, phone, or social media
Enter giveaways or promotions
Submit user-generated content (e.g. reviews, UGC collaborations)

4. How We Use Your Information

We use your personal information to:

Fulfil your orders and deliver your products
Contact you about your purchase or account
Respond to enquiries or support requests
Send occasional marketing emails (only if you’ve opted in)
Improve our products and services

5. Disclosure of Personal Information

We may disclose your personal information to:

Australia Post or other delivery partners
Payment service providers (e.g. Stripe, PayPal)
Our website and email platform providers (e.g. Shopify, Mailchimp)
Legal or government authorities when required by law

We do not sell or rent your personal information to third parties.

6. Data Storage and Security

We take reasonable steps to protect your personal information from misuse, interference, and unauthorised access. This includes secure servers, encrypted payment processing, and limited staff access.

7. Marketing and Email Communications

If you opt in, we may send you updates about new products, special offers, or magical news. You can unsubscribe from these emails at any time by clicking the link in the email footer or contacting us directly.

8. Accessing and Updating Your Information

You may request access to the personal information we hold about you, and you may request corrections if you believe it is inaccurate or out of date. To do so, please contact us at hello@theenchantedpost.com.au or by phone at 0402 393 532.

9. Cookies and Website Tracking

Our website may use cookies and similar tracking tools to enhance your user experience. You can control your cookie preferences via your browser settings.

10. Contact Us

If you have any questions about this Privacy Policy, or wish to make a complaint about how we have handled your information, please contact us:

📍 The Enchanted Post
65 Chepana Street, Lake Cathie NSW 2445
📞 0402 393 532
📧 hello@theenchantedpost.com.au

We will respond to your enquiry or complaint promptly