At The Green, we believe in thoughtful purchasing. Each piece in our collection is handcrafted and fragile, and we encourage you to choose with care—ensuring your item is one to live with and love for a long time.

We gladly offer returns or exchanges on full-priced online purchases, provided the following conditions are met:

  • Your return is requested within 14 days of receiving your order.

  • The item is in its original condition, unused, and returned in its original packaging, securely protected.

  • Return shipping is at the customer’s expense, and we cannot accept responsibility for parcels lost or damaged in transit.

  • The return must be approved by our team prior to sending. Items that appear used for staging or loan purposes may not be accepted. 


  • Items purchased using Buy Now Pay Later (or similar credit services) are eligible for exchange or store credit only.

  • Sale items and purchases made during promotional periods are final—no returns or refunds are accepted. 

  • Items purchased with a discount code can be returned for a store credit only.

Requesting a Return or Exchange

Please email hello@shopthegreen.com.au with the following:

  • Your Order Number or proof of purchase

  • Date of purchase

  • Your reason for return and any supporting images

  • For exchanges, include the item you’d like instead

A $5 re-packaging fee per item applies to all returns due to the protective packaging required for ceramics.

Once approved, we’ll issue a return authorisation number and provide return shipping instructions.

 

 

Refunds

Approved returns will be refunded via your original payment method, minus original shipping, return shipping, and re-packaging costs.

Please allow 3–10 business days for the refund to appear on your statement.

 

 

Exchanges

We’re always happy to offer an exchange or online credit, subject to availability.

Credit notes are valid for 3 years and issued for the full purchase amount minus shipping and repackaging costs.

 

 

Pre-Orders

Pre-orders cannot be cancelled once placed. These items are treated like regular purchases and are eligible for return or exchange in line with our policy. 

 

 

Damaged Items

If your item arrives damaged, please notify us within 24 hours of delivery by emailing hello@shopthegreen.com.au with:

  • Your Order Number

  • Date of purchase

  • A list of damaged items

  • Photos of both the packaging and the damaged product

All claims are assessed on a case-by-case basis. Incomplete evidence may affect the outcome of your claim.

 

 

For any questions or assistance, please contact our team at hello@shopthegreen.com.au.