Refund policy

Return and Refund Policy

At A.M WILLIAMS & S.B WILLIAMS, we take immense pride in crafting and selecting decorative trays, elegant coasters, and functional phone stands designed to enhance your everyday space. We want you to be completely satisfied with every piece that finds a home in your life. If your purchase isn’t quite the right fit, our straightforward returns process ensures peace of mind.

30-Day Return Window

You have 30 calendar days from the date you receive your item to request a return. To be eligible for a return:

  • The item must be unused, unwashed, and in the exact condition that you received it.

  • It must be kept in its original packaging with all protective materials, labels, and accessories intact.

  • You must provide proof of purchase (such as your Shopify order confirmation email or order number).

Initiating a Return

To begin a return process, please follow these steps:

  1. Contact our dedicated customer service team at [email protected] with your order number, photo evidence (if damaged or defective), and the reason for the return.

  2. Once your request is approved, our team will issue return instructions along with the designated return authorization.

  3. Securely pack your decorative tray, coasters, or phone stand in sturdy packaging to prevent damage during transit.

  4. Send your item to our designated return address:

Returns Department

A.M WILLIAMS & S.B WILLIAMS

13 Cowan Drive

Pooraka SA 5095

Australia

Note: Returns sent back to us without prior authorization will not be accepted or processed.

Shipping Costs for Returns

  • Customer Responsibility: Unless the return is due to an error on our part (e.g., defective, damaged, or incorrect item received), you will be responsible for paying the shipping costs for returning your item. Return shipping costs are non-refundable.

  • Tracking: We strongly recommend using a trackable shipping service or purchasing shipping insurance for higher-value items. We cannot guarantee that we will receive your returned item without verifiable tracking information.

Damages, Defectives, and Order Issues

Please inspect your order upon delivery. If your decorative tray arrives cracked, your coasters show shipping damage, or your phone stand is flawed:

  • Notify us within 48 hours of receiving the package at [email protected].

  • Include clear pictures or video clips showing the issue alongside the packaging label.

  • We will immediately evaluate the issue and arrange a replacement or a full refund at no additional cost to you.

Refunds & Processing Times

Once your returned item is received and inspected at our Australian facility, we will send you an email notifying you that we have received your returned item and whether your refund is approved.

  • Approved Refunds: Upon approval, your refund will be processed automatically to your original method of payment (e.g., credit card, PayPal) within 5 to 10 business days.

  • Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account or contact your credit card provider—it may take some time before your refund is officially posted. If you've completed this step and still have not received your refund, please reach out to us at [email protected].

Non-Returnable Items & Exceptions

standard sale items are eligible for returns, certain custom-made or personalized items, final sale promotional items, and gift cards are non-refundable.