FAQ

We want to make it as easy for you to find a solution to your question, so we put together the most frequently asked questions from our customers below. If your question is not answered below - please don't be afraid to contact us! We will be sure to get back to you in a timely manner.

  • General

  • Product

  • Shipping

  • Returns

  • Payment

    General

  • How do I contact customer service?

    Email us directly to support@refinedliving.com.au and one of our friendly customer service team members will get back to you within 1-2 business days.
  • Where are you based?

    We are based in beautiful Sydney, Australia.
  • How do I apply the labels?

    You should have received a full instruction sheet with your order. Or you can head over to our How To page here.
  • How long until I receive my order?

    Our usual turnaround for you to receive your order is 5-7 business days from the date you purchased. We will do everything we can to ensure you receive your order ASAP and make sure to keep you updated if any delays occur.
  • Product

  • Does the label come on the jar?

    The label comes separate from the jars, we provide you with each label and instructions upon delivery of how to put them on. This is because we strongly encourage you to wash your jars before use, as well as giving you the freedom to place your label on your jar whichever way you please!
  • Warranty

    We provide a 2 week warranty from the date you received the products. In the likelihood your product has come faulty or broken please contact us straight away with a photo of the product to hello@refined living.com.au. The warranty will only cover any faulty or broken items that came that way before use, not due to user error.
  • Can I wash the Jars?

    Yes! You most certainly can wash the jars, we do however recommend hand washing only. Be sure to be extra careful washing any jar with a label on.
  • How do I apply the labels?

    You should have received a full instruction sheet with your order. Or you can head over to our How To page here.
  • Shipping

  • How long until I receive my order?

    Our usual turnaround for you to receive your order is 5-7 business days from the date you purchased. We will do everything we can to ensure you receive your order ASAP and make sure to keep you updated if any delays occur.
  • Do you ship internationally?

    Due to the size and fragility of our items, we currently only ship our labels internationally. If you are an international customer and looking at purchasing a large quantity order ($150+) please reach out and we can offer a quote on shipping costs.
  • Returns & Changes

  • I spelt something wrong or want to change my order?

    If you wish to make changes to your order before it has been shipped, we will do our best to assist you. Although if the products have already been sent to production we are unable to make any changes or offer refunds. Please email us at support@refinedliving.com.au so one of our friendly staff can assist you make the changes.
  • I don’t want my order anymore, can I get a refund?

    As each product is custom made to order we do not offer refunds or returns. If your item is damaged or faulty please email us at support@refinedliving.com.au and our team will provide you with a replacement item or refund.
  • Payment

  • Do you accept afterpay?

    We are looking to accept afterpay in the coming weeks! Be sure to check back shortly.
  • What payment methods do you offer?

    At this time we offer Credit Card Payment through the secure Shopify Payments system.