Refund policy

Return and Refund Policy

Last updated: October 8, 2026

At vneeie-dw.myshopify.com, operated by P.J FORREST & S FORREST, we want your travel preparations to be entirely stress-free. Whether you purchased our durable luggage tags, compact collapsible silicone cups, or protective passport covers, we strive to ensure that every item meets your high standards for adventure and everyday convenience.

However, if a product does not meet your expectations or arrives damaged, we offer a transparent and hassle-free return and refund policy to protect your purchase.

30-Day Return Guarantee

We offer a 30-day return window starting from the date you receive your shipment. To be eligible for a return:

  • The item must be unused, unwashed, and in the same condition that you received it.

  • It must remain in its original packaging (including protective pouches for passport covers, sleeves for collapsible cups, and protective film/wraps on luggage tags).

  • You must provide a valid proof of purchase (order confirmation email or order number).

Non-Returnable & Non-Refundable Items

Certain types of items cannot be returned due to hygiene or personalization reasons:

  • Hygiene-Sensitive Items: Collapsible cups that have been unsealed, washed, filled with liquid, or used cannot be returned unless they are defective or damaged upon arrival.

  • Customized or Engraved Items: Monogrammed or personalized passport covers and luggage tags created specifically for you.

  • Gift Cards & Promotional Freebies.

How to Initiate a Return

  1. Contact Us First: Send an email to [email protected] with your order number, photo/video evidence (if damaged or defective), and a brief explanation of why you wish to return the item. Please write "Return Request - Order #[Your Order Number]" in the email subject line.

  2. Review & Approval: Our customer service manager, Jessica Daniels, will review your request within 1–2 business days.

  3. Ship the Item: Once approved, pack the item securely and ship it to our official returns facility:

    Return Address:

    P.J FORREST & S FORREST

    Attn: Returns Department (Jessica Daniels)

    10 Lockwood St, Sherwood QLD 4075, Australia

    Note: Please do not ship items back without prior authorization. Unsolicited returns cannot be tracked and will not be processed.

Return Shipping Costs

  • Customer Responsibility: Unless the item arrived defective, damaged, or incorrect due to our error, you are responsible for paying your own return shipping costs.

  • Traceable Shipping: For items valued over $25, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items without tracking.

  • Shipping Fees Non-Refundable: Original shipping fees (if applicable, e.g., the $5.99 fee for orders under $10) are non-refundable.

Refunds Process

  1. Inspection: Once your returned item arrives at 10 Lockwood St, Sherwood QLD 4075, our quality assurance team will inspect it within 3 business days.

  2. Notification: We will email you to confirm receipt and notify you whether your refund has been approved or rejected based on item condition.

  3. Payout: If approved, your refund will be processed immediately. A credit will automatically be applied to your original method of payment within 5 to 10 business days, depending on your card issuer or bank processing times.

Exchanges & Damaged Goods

  • Exchanges: We only replace items if they are defective or damaged during transit. If you need to exchange an item for the same model, email us at [email protected].

  • Damaged upon Arrival: Please inspect your package upon delivery. If your passport cover is torn, your collapsible cup leaks out of the box, or your luggage tag strap is broken, contact us within 48 hours of delivery with pictures of the damage and packaging. We will send a replacement free of charge or issue a full refund.