Returns, Exchanges & Package Protection
We want you to love your Providence Lane purchase. If you have any concerns about your order or would like to request a return, please contact us within 21 days of your purchase and let us know the reason for your return.
As many of our pieces are personalised and made especially for you, personalised items may be subject to a deduction from the refund amount, as they cannot be restocked. Shipping and package protection costs are non-refundable.
Damaged, Defective or Incorrect Items
If your item arrives damaged, defective, or you have received the wrong item, please contact us and provide a photo of the item so we can assist you.
Where applicable, a replacement will be arranged for a damaged, defective or incorrect item.
Please do not return an item without contacting us and receiving authorisation first.
Package Protection – A Little Extra Peace of Mind
We recommend adding Package Protection to your order, particularly for personalised pieces that have been created especially for you.
Package Protection provides added cover if your parcel is lost, stolen or damaged while in transit. If something happens to your parcel on its journey to you, having Package Protection gives you the added reassurance that your order is covered under the protection service.
It’s a simple way to give your special purchase an extra layer of protection from the time it leaves us until it reaches you.
Cancelling or Changing an Order
Our personalised products can enter production soon after an order is placed. If you need to request a change or cancellation, please contact us as soon as possible.
Changes or cancellations may only be possible if production has not yet begun. Once an order has entered production, we may no longer be able to make changes or cancel it.