Shipping + Returns
 

Delivery

In the instance where you have not received your order due to a delivery error (this includes parcels that are marked as undeliverable, missing or lost in transit articles, Australia Post sorting issues and disputed deliveries), we will, at your request, contact Australia Post to open an investigation on your behalf. This process involves Australia Post contacting their Parcel Distribution Centre and the driver who was assigned the delivery of your parcel to investigate the situation. If a resolution has not been reached 5 business days after the investigation was opened, we will re-ship your item(s) to you free of charge (where the stock is still available), or refund your order.

Please note this does not apply to orders where the address has been submitted incorrectly at the point of checkout.

Returns & Repair Policy

At Jones Leather, each handcrafted item is a testament to our dedication to quality and craftsmanship. As a small business, we value direct communication with our customers to ensure satisfaction and address any concerns personally.

Change of Mind

Please note that we do not accept returns for change of mind. Each product is made to order, reflecting the unique preferences of our customers.

Damaged Items During Shipping

If your item arrives damaged due to shipping, we are here to assist. To facilitate a resolution:

1. Contact Mark Jones Directly: Reach out via email at hello@jonesleather.net within 7 days of receiving your item.

2. Provide Documentation: Include photographs of the damaged item, packaging, and any other relevant details.

3. Proof of Damage: Ensure you retain all packaging materials and the damaged item, as Australia Post may require them for assessment.

We will assess the damage and discuss repair options with you. In cases where the damage is attributable to Australia Post, compensation of up to \$100 may be available, provided no Extra Cover was purchased.

Repair Process

Upon confirmation of shipping-related damage, we will coordinate the return of the item for repair. Please ensure the item is securely packaged to prevent further damage during transit.

Further Assistance

For any questions or concerns regarding your purchase, please do not hesitate to contact Mark Jones directly. We are committed to providing personalised service and ensuring your satisfaction with our products.