We've got you covered!
If you wish to return or exchange an item(s) you purchased from our online store, please get in touch with us at firstname.lastname@example.org within 14 days of receiving your order.
For the festive shopping season we will be extending our return and exchange period for purchases made between the 9th of December and the 22nd of December 2023. Purchases made online or in-store within this time can be exchanged or returned until the 5th of January 2024.
FULL PRICE ITEMS
We're happy to offer exchanges, issue store credit (valid for 3 years), or provide refunds for full-priced items. If you'd like to exchange your item for a different style or size, please let us know so we can put that style/size on hold for you. If a price difference occurs, we will either invoice you for the remaining balance (in the case of exchanging for a higher value item), or refund or provide store credit (valid for 3 years) in the case of exchanging for a lower value item.
SALE & PROMOTIONAL ITEMS
Styles purchased during sale or promotional periods can be returned for exchange or store credit (valid for 3 years) only.
Products purchased during a gift-with-purchase (GWP) promotion must be returned with those additional items. If the items are not returned, the value of the items will be deducted from the credit.
SAMPLE SALE ITEMS
All sales of sample items are considered final and non-refundable. Kindly make your selections with care.
FINAL SALE ITEMS
Items designated as 'Final Sale' cannot be exchanged, redeemed for store credit, or refunded, unless they are found to be faulty. The terms 'Final Sale' are clearly stated in the product titles. Kindly make your selections with care.
We cannot refund duties or taxes. The shipping costs of returning the item/s will be at the customers expense. (We suggest you using a tracked service as we are not responsible if the item/s go missing.)
Please choose carefully as we do not accept returns or exchanges on earrings for hygiene reasons. If you receive an item that you believe is faulty please contact us immediately.
How to return or exchange your order?
If you decide to return or exchange your order, please contact us at email@example.com, and we will provide you with return instructions and the shipping address. Ensure that you send your order back to us within 14 days of receiving your purchase.
All the shipping costs of returning the item/s will be at the customers expense. (We suggest using a tracked service with Aus Post as we are not responsible if the item/s go missing.)
Please retain a copy of the tracking number for your records. Additionally, kindly email the tracking number to us after sending, enabling us to follow up on our end as well. Upon receipt of your return or exchange, please allow 5 business days for us to process a refund or dispatch your new item.
Returned items must be unwashed, unused, unworn and unaltered with original tags still attached. We have the right to refuse any item that is not in its original condition when it was purchased.
Once returned items have been received, they will undergo review and once approved you will be sent your new item/s (in the case of exchange); or issue you the store credit via email; or refund by its original payment method. Please allow 5-10 days for a refund to show in your account.
Please be aware that we provide a one-time size exchange for each product, and the exchanged item will be considered final. If you have any concerns or questions regarding the size exchange process, we encourage you to get in touch with us. Our team is here to assist you in finding the right measurements during the exchange to ensure your satisfaction.
If you believe you have received a faulty item, please email us immediately, and we will provide you with guidance on the next steps. In the rare event of faulty items, we will cover the postage costs and offer a full refund. It's important to note that, as per ACCC guidelines, we reserve the right to either replace or repair the item where possible.
Refunds and exchanges cannot be provided for damage caused by misuse, including failure to follow care instructions. Please refer to the label before washing and find comprehensive guidance on caring for your pieces [here].
IN STORE PURCHASE RETURNS
In-store purchases are eligible for exchange or store credit only and must be returned to our store within 7 days of purchase. Unfortunately, we do not offer refunds for in-store purchases. We encourage you to ensure a satisfactory fit and overall contentment by trying on items before completing your purchase.