Welcome Merchant Policies

Return and Refund Policy


Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are hazardous materials, or flammable liquids or gases.

Additional non-returnable item:

  • Gift cards

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturers.

There are certain situations where only partial refunds are granted:

  • Products with obvious signs of use
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@welcomemerchant.com

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@welcomemerchant.com and send your item to us, we will supply you with the address by email.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, we will send you by email the return address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at hello@welcomemerchant.com for questions related to exchanges, refunds and returns.

Privacy Policy Newsletter

Welcome Merchant takes your privacy extremely seriously: we will never sell your personal information to other individuals or third parties.

Furthermore, Welcome Merchant uses your email to send monthly e-newsletters and other email communications via Mailchimp, an online marketing platform. We also use Mailchimp to monitor how many readers open and interact with our emails, and where our readers are located. We use this information to ensure that future newsletters are engaging and are tailored to our readers’ interests. You can read Mailchimp’s privacy policy here .

You will always have the option to unsubscribe – you can find the button at the bottom of each email.

Return and Shipping Policy for the Goody Bags

Domestic Shipping Policy

Shipment processing time

All orders are processed within 5 days.

We ship with Sendle and their shipments do not occur on weekends or public holidays. If we experience a high volume of orders, please expect delays and we will let you know by email. 

Shipping rates and delivery estimates:

Shipment methodEstimated delivery timeShipment cost
Sendle around Australia7-10 business days$10 flat fee
Contactless delivery for those who live within 2kms of 2008 (NSW)5-7 business daysFree

*For those ordering the Spoil Me Goody Bag, please give us 10-14 days as the ma’amouls take awhile to make. 

Shipment to P.O. boxes or APO/FPO addresses

No shipping to PO boxes. 

Shipment confirmation and order tracking

Once your order is shipped, you will get a confirmation from Sendle via email. 

Customs, duties, and taxes

Welcome Merchant is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).


Welcome Merchant  is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact us and we will file the claim to Sendle. Please save all packaging material and damaged goods before filing a claim.

Returns Policy

We do not offer returns on the ma’amouls (Syrian cookies) and the reusable mask (for hygienic purposes). All other items can be returned, within 30 days of receipt, but the customer will be responsible for the cost of shipping a return via Sendle and other details on what to expect when making a return or exchange. 

Please make sure you keep your receipt or proof of purchase when returning your item.

For more information, email hello@welcomemerchant.com