Delivery & Return
Our returns promise
If your item arrives damaged, faulty, or significantly different from what was described — we will replace it or refund it. No questions asked, no hoops to jump through.
We review every return request personally. You’re not dealing with a bot or a policy document — you’re dealing with us, and we care about getting it right.
How to make a return or claim
Our returns process is simple — 3 steps:
Step 1 — Contact us first
Email hi@itspritsy.com within 14 days of receiving your order. Include:
→ Your order number
→ A photo or short video showing the issue (for damaged or faulty items)
→ What you’d prefer — a replacement or a refund
We’ll reply within 24 hours with next steps.
Step 2 — We review your request
Once we’ve received your message and photos, we’ll assess your claim and confirm whether it’s eligible. In most cases we resolve this within 1–2 business days.
Step 3 — Resolution
Depending on your situation, we’ll either:
→ Send you a replacement item at no cost to you, or
→ Issue a full refund to your original payment method within 5–7 business days
For eligible returns, you will not need to return the original item unless we specifically request it. We’ll never ask you to pay return postage for a faulty or damaged item.
The honest bit
Pritsy is a small, independent business run by a mum in Sydney who started this store because she believed in beautiful creative tools. We’re not a faceless corporation — every policy here was written with real customers in mind.
We know that trust is earned, not given. So if something goes wrong, we’ll always try to do the right thing — because that’s the kind of store we want to be.