Terms & Conditions

1. About these terms

These terms and conditions apply to every order placed on ohitsyou.com.au ("the website"), which is operated by Oh It's You ("we", "us" or "our"). By placing an order, you agree to these terms.

Nothing in these terms limits your rights under the Australian Consumer Law. If anything in these terms appears to conflict with those rights, your rights under the Australian Consumer Law apply.

We may update these terms from time to time. The version on this page at the time you place your order is the one that applies to that order.

2. Orders and pricing

• All prices are in Australian dollars (AUD).
• Shipping costs are calculated at checkout and shown before you pay.
• You will receive an email confirming your order. We may decline or cancel an order, for example if a product is unavailable or a price was displayed incorrectly. If we cancel an order, we will refund any payment you have made in full.
• We take care to describe and photograph our products accurately. Colours can look slightly different on different screens, and handmade, wooden and natural stone products will have small natural variations, so no two pieces are exactly alike.

3. Payment

• We accept PayPal, credit and debit cards, Google Pay, Afterpay and PayPal Pay Later.
• Payments are processed securely by our payment providers. We do not see or store your full card details.
• If you choose Afterpay or PayPal Pay Later, your instalment agreement is between you and that provider, and their own terms apply.

4. Personalised and custom orders

Many of our products are personalised or made to order just for you.

• Please check names, dates, wording and spelling carefully before placing your order. We make personalised items exactly as entered.
• If an item needs to be remade because of an error in the details you provided, the cost of remaking it will be at your expense.
• Long names or wording may be made smaller to fit the available space.
• Personalised items take extra time to make. Current lead times are shown on each product page and are estimates only.
• Once production has started, personalised orders cannot be changed or cancelled. If you need to make a change, please contact us as soon as possible and we will do our best to help.

5. Shipping and delivery

• We ship within Australia, usually with Australia Post. Depending on your location and order, we may use another carrier, and we will let you know if we do.
• Dispatch times are shown on product pages. Delivery times are estimates provided by the carrier and are not guaranteed.
• Please make sure your delivery address is correct. We are not responsible for parcels sent to an incorrect address provided at checkout.
• If your parcel is delayed, lost or arrives damaged, please contact us with your order number. We will help with tracking, work with the carrier and, where appropriate, arrange a replacement or refund.

6. Change of mind returns

We understand that sometimes something isn't quite right. If you change your mind about an item, you may return it within 7 days of delivery, provided that:

• you contact us first to arrange the return;
• the item is unused and in its original, resalable condition and packaging;
• you include your order number or proof of purchase and your contact details; and
• you pay the cost of return postage.

Once we have received and inspected the item, we will refund the item price to your original payment method. Original shipping costs are not refundable for change of mind returns.

Personalised and custom made items cannot be returned for a change of mind, as they are made specifically for you and cannot be resold. This does not affect your rights if a personalised item is faulty or not as described.

7. Faulty, damaged or incorrect items

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. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If your item arrives damaged, is faulty, or is not what you ordered:

• please contact us as soon as possible with your order number, a description of the problem and photos;
• we may ask you to return the item so we can inspect it. Where the item is faulty or we sent the wrong item, we will cover the reasonable cost of returning it; and
• we will provide a repair, replacement or refund in line with the Australian Consumer Law.

These guarantees do not cover damage caused by misuse, accidents, not following the care and safety instructions, normal wear and tear, or the natural variations in handmade, wooden and natural stone products described above.

8. Product care and safety

Please read and follow the care and safety information on each product page and on any product labels. In particular:

• Candles, melts and burners: never leave a burning candle or burner unattended, burn on a heat-proof surface away from drafts, and keep away from children and pets.
• Matches and fragrance products: keep out of reach of children and pets. Room sprays are highly flammable.
• Toy boxes: not suitable for climbing. Do not allow children to climb inside or on top. Recommended for children aged 3 and up.
• Letter blocks and decorative items: for decoration only and not intended as toys.

9. Wholesale orders

Wholesale orders are only available to approved wholesale accounts. To apply, please email sales@ohitsyou.com.au. If you sell our candles under your own brand, you are responsible for obtaining appropriate insurance, and we are not responsible for any damage caused by candles that are not sold under the Oh It's You brand. Wholesale lead times vary and will be confirmed with your order.

10. Intellectual property

All content on this website, including text, photographs, designs, graphics and logos, belongs to Oh It's You or is used with permission. Some designs and illustrations are licensed from artists and remain their property. You may not copy, reproduce or use any content from this website without our written permission.

11. Privacy

We collect the personal information you provide when you place an order or contact us, such as your name, email, phone number and delivery address. We use it to process and deliver your order and to provide customer service. We share it only with the service providers who help us run our store, such as payment providers and carriers, and we never sell your information.

Our website uses cookies and similar tools, including website statistics and Google and Meta (Facebook and Instagram) services, to understand how visitors use the site and to show our products in search results and ads. You can manage cookies through your browser settings.

To ask about, update or delete the personal information we hold about you, please contact us.

12. Liability

To the extent permitted by law, and apart from your rights under the Australian Consumer Law, we are not liable for any indirect or consequential loss arising from your use of this website or our products. Where our liability can be limited by law, it is limited to replacing the goods, supplying equivalent goods, or refunding the price you paid.

13. Governing law

These terms are governed by the laws of Victoria, Australia.

14. Contact us

If you have any questions about these terms, an order or a return, please get in touch through our contact page or email sales@ohitsyou.com.au. You might also find your answer in our FAQ.