Refund policy
Returns, Exchanges & Refunds Policy
1. Made to Order — All Over Print Items
(includes Ravenswood Bluff Blood on the Clocktower items and all other made-to-order clothing, footwear and accessories)
All made-to-order items in our store are crafted specifically when you place your order — there is no pre-made inventory, no warehouse stock, and no wastage. This is intentional: it's how we keep production ethical and avoid fast fashion.
Because of this, we are not able to offer change of mind returns or exchanges on any made-to-order items. This includes size changes requested after cutting and sewing has commenced.
Before we start cutting and sewing, Steph or a member of our team will usually be in touch to confirm your size selection — particularly for hoodies, shirts and Chaos cloaks where fit profiles and sizing can vary between styles and brands. Please respond promptly to any sizing message via WhatsApp, email, text or website chat. If we don't hear back within 12 hours we'll proceed with your order as placed.
✂️ Bluffin' Button Up Shirts & All-Over Print Apparel No returns or exchanges. Each piece is cut and sewn to order. Please check the size guide carefully and reach out to Steph before ordering if you're unsure — we're genuinely happy to help you get it right the first time.
👢 Troubling Booties & Sneaky Sneakers As all our footwear is made to order, there is no inventory available for exchanges. We do not offer change of mind returns or exchanges on footwear.
Footwear sizing can vary significantly between brands and styles. We strongly recommend checking the size chart on each product page and using the Euro size from a well-fitting existing pair as your reference. Steph is genuinely happy to advise before you order — please reach out before placing your order if you have any sizing questions.
If a size exchange is required, please be aware that return shipping costs can be significant. Our returns address may be located in the US, UK or Australia depending on where your item was produced, and return shipping costs along with a restocking fee will be the responsibility of the customer. Please email Steph at sales@galleryserpentine.com within 4 days of receiving your order to discuss.
If your footwear arrives defective or damaged, please email Steph within 4 days of delivery with clear photos showing the fault and size tag. We will honour a replacement, store credit or return, and will reimburse return shipping costs for faulty items.
🎁 Buying as a Gift? We understand that buying clothing or footwear as a gift comes with sizing uncertainty. Please reach out to Steph at sales@galleryserpentine.com before placing your order — we'll do our best to help you choose the right size and make the gifting experience a good one.
⚠️ Defective or Damaged Items If your item arrives defective or damaged, please email Steph at sales@galleryserpentine.com within 4 days of receiving your order with clear photos showing the fault and the size tag. We will honour a replacement, store credit or return as appropriate. If a return is required for a faulty item, we will provide the returns address and reimburse your shipping cost.
Please note our defective items policy lasts 20 days from delivery. After this period we may not be able to assist.
🇪🇺 European Union Customers — All Products If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification. This applies across all product types in our store. Your item must be returned unworn, unused, with tags attached and in its original packaging. Proof of purchase is required.
Return shipping costs to our UK returns address are the responsibility of the customer, except where the item is faulty or damaged — in which case we will provide the returns address and reimburse your shipping cost.
To initiate a return please contact Steph at sales@galleryserpentine.com within the 14 day window.
2. Custom Made in Australia — Corsets, Skirts & Gowns
We do not offer returns or exchanges on these garments. Each piece is made in Australia specifically to your order. Steph will check in with you after ordering to confirm measurements and sizing.
Custom sized corsets and gowns — made to your measurements, we are unable to refund for change of mind or incorrect measurements provided. We will do our best to alter if required. A personalised measuring service is available at our Melbourne corset fitting room or online via Zoom.
3. Non-Made-to-Order / In-Stock Items
Our policy lasts 20 days for pre-made or in-stock inventory items. Items must be unused, in original condition with tags attached. Sale items are not eligible for return. Gift cards are non-refundable.
Please email Steph at sales@galleryserpentine.com to organise a return. Trackable return shipping is required and the tracking number must be emailed to us.
Once received and inspected, we'll notify you of approval or rejection of your refund. Approved refunds are applied to your original payment method within a number of business days depending on your bank.
If anything doesn't make sense, please reach out — I understand that buying clothing and footwear online, especially as a gift, can be tricky and I'll always do my best to help.
Steph 🖤