Returns & Refunds
‘Change of Mind’ Policy
We understand that sometimes that perfect gift wasn’t quite right. We will always be happy to exchange or give an in-store credit. This in-store credit will have NO expiry date. Please contact us immediately (within 14 days or purchase) and we will discuss with you the process of returning. Of course, the returned item will need to meet our strict returns requirement. Please see ‘How to Return Items Safely’. The responsibility of costs to return will fall on the consumer ion this instance. There is no refund for a’ Change of Mind’.
‘Faulty Item on Receipt’ Policy
All products leave us after being meticulously quality checked. If you receive your item and you find it is faulty or damaged, please contact our office immediately so we can resolve the problem for you as quickly as possible.
07 4128 3326 firstname.lastname@example.org
‘Item NOT what you ordered’ Policy
If you receive your item and you find it is NOT what you ordered, please contact our office immediately so we can resolve the problem for you as quickly as possible. If the original purchase item is available, we will replace once we have received the incorrect item back (see ‘How To Return Items Safely’). If the original intended purchase item is not available, we can help you choose an alternate item, or we will refund you in full within 14 days from receipt of the incorrect item back to us.
‘Final-Sale Item’ Policy
If an item is marked as ‘Final-Sale’ it means that this product has been heavily discounted and is Non-Returnable and Non-Exchangeable. The normal guarantee of quality of the product will stay in place.
‘Returns Requirements’ Policy?
All products leave us after being meticulously quality checked. If a product is to be returned for any reason, it must be returned in the same condition as it left us. Original packaging is preferred, but not essential. Any evidence of wear will negate any refunds or replacement. If our ‘How Do I Return Goods’ policy was not adhered to and there is loss or damage in transit back to us, this will negate any refunds or replacements.
How to Return Items Safely?
Firstly – NEVER return goods unless you have spoken to us directly.
If you are local, please personally come into store. We can organise after-hours appointments where necessary.
We will send you a pre-paid & addressed Satchel. This will cover the parcel for insurance. If you send without OUR satchel it will be your responsibility to cover for insurance.
We will give you very detailed instructions on how to pack & send your goods back to us. This will make sure we can insure the item for the journey back to us.
If you return goods without our procedures being followed, we cannot insure the goods and it will be your responsibility solely to return items safely.
We have a Lifetime Guarantee against faulty product or workmanship.
We do not guarantee against normal wear and tear.
Any precious metal is a very soft metal and had many limitations when work as a piece of jewellery. If you wear your piece of jewellery all the time you WILL eventually see wear around different parts of the item. It doesn’t matter how well the piece is made it WILL require maintenance. Jewellery is NOT a ‘put on and forget’ mode. But there are ways to minimise future problems. An ounce of Prevention goes a long way!
In order to ensure your jewellery remains in peak condition we ask you to follow the following guidelines:
Remove your Jewellery when doing heavy physical work. The least amount of knocks your jewellery receives the longer it will last. Stones can break, chip, become loose or dislodged, through wear and tear.
If you feel there is a problem always bring the item in for a complimentary check.
Check for loose stones at home by shaking or tapping the item near your ear, if you hear a rattling noise your stone/s may be loose. Bring it in for a complimentary check.
Be extra careful when cleaning your jewellery, always check stones after cleaning.
Bring your piece of jewellery in once a year for a free clean & polish & check.
If you are unable to come into our store personally, please talk to us. We can arrange for you to send your item in for these routine checks.