Refund policy
Our policies vary depending on the type of product you have purchased as well as the reason for your return/refund. You will find below the policies for each type of product including the return and refund procedures.
Item has arrived damaged in transit or the customisation is incorrect.
If your item has arrived damaged in transit or the item is incorrect you need to complete the 'Request Return/Refund Form'. You must complete the returns request form within 14 days of receiving your order or your return request will not be processed. We will ask for photographic evidence as part of the form completion. PLEASE NOTE - If you have ordered a personalised or custom order item and the order have been manufactured as per the information you supplied at the time of ordering, we will be unable to process your return. We always urge people to double check details of personalised or custom orders for this reason. Once you have completed the 'Request Return/Refund Form' form we will evaluate your request and if accepted we will issue a full refund to yourself or arrange for a replacement to be sent out to you. You will be able to state when completing the 'Request Return/Refund Form' form if you would prefer a replacement or a refund but please note if you have requested a replacement this will be subject to sufficient stock.
You have received the correct item and it is undamaged but wish to return for a refund.
If you have received your order and wish to return any items for any reason you need to complete the 'Request Return/Refund Form'. You must complete the returns request form within 14 days of receiving your order or your return request will not be processed. Once you have completed the 'Request Return/Refund Form' form we will evaluate your request and if accepted we will email you with full instructions on how and where to send your package. Items sent back to us without first completing a request form will not be accepted for a refund. To be eligible for a refund, your item/s must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You are responsible for the return postage costs and also for the parcel being securely wrapped to ensure it arrives to us safely. We recommend you use a postal service where you can track your return parcel. We will not be held accountable for parcels lost in transit on return to us. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please send us a message via our Contact Us page and we will look into the matter for you. Exceptions / non-returnable items - Certain types of items cannot be returned. These include...
- Items that have been personalised
- Items that have been custom made to your specifications
- Earrings (for hygiene reasons)
Please get in touch via our Contact Us page if you have any questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
You have received the wrong item.
We take great care when processing orders but in the unlikely event you have received the wrong item please get in touch via our Contact Us page and we will make arrangements with you to rectify this as quickly and efficiently as possible.
You can always contact us for any return question via our Contact Us page and we will get back to you as soon as we possibly can.