We get it: occasionally something goes wrong with an online order and you'd like to get a refund or make an exchange. Here's all the info you need to help you when you shop in our online jewellery shop.
Because we truly want you to be happy with your Simone Walsh Jewellery purchases, we have a happiness guarantee: simply return your purchases for any reason within the timeframe given below and you'll get your money back or can make an exchange instead.
We also offer a limited free repair service as part of our happiness guarantee. See details below.
If your item is faulty, was damaged during delivery or if we made an error, read below to find out what to do.
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Happiness guarantee returns & exchanges
Our happiness guarantee allows you to return a purchase from Simone Walsh Jewellery for a refund or exchange for any reason: if it doesn't suit you or meet your expectations, for instance.
These returns or exchanges should be made within 30 days of delivery (with additional time for gifts at Christmas - just ask us). It's important that items are returned to us in the exact same condition you received them, otherwise we may not be able to provide a refund. In particular earrings must be unworn.
Important: Our happiness guarantee does not necessarily include rings made to a requested custom size rather than one of our standard sizes, or any other pieces modified at your request. Read below for more information or if your return is for another reason (such as a fault or an error on our part). Contact us if you have any questions.
Happiness guarantee returns:
If you'd like to make a return, please contact us to let us know so we can look out for it. We'll provide you with our delivery details. Once your return has been safely received and checked we'll issue you with a refund via your original payment method.
Happiness guarantee exchanges:
If you'd like to make an exchange, please contact us to let us know the details. We'll provide you with our delivery address and details about any cost difference between your original order and the exchange.
Once we've received the return item and any additional payment we'll get the exchanged piece/s shipped to you ASAP.
Unless your return or exchange is due to a fault, damage during delivery or an error on our part, you are responsible for paying shipping costs to make the return. There may be an additional shipping cost to get any replacement items to you.
Note that you are responsible for shipping any returned items to us so they will arrive safely and undamaged. You should make note of any tracking numbers and pay for additional insurance if you are concerned about delivery.
Happiness guarantee repairs
If your Simone Walsh Jewellery item has minor damage due to wear or an accident within 2 years of purchase, please contact us. Depending on the issue, we may well be able to repair it for you with no additional costs.
In some cases there may be an additional cost for materials or labour. There may also be a shipping charge for repaired items to be returned to you.
Note that we are unable to repair jewellery made by other companies or designers. You should instead contact the place where you bought those pieces or visit a manufacturing jeweller for help.
If you need a repair after 2 years of purchase or your repair is a simple one, we recommend talking to a local manufacturing jeweller. If you have any difficulties, get in touch.
We generally don't offer a cleaning service for our jewellery, but we will always clean any pieces we repair.
Read this article if you need help with cleaning your jewellery. If your jewellery needs more intensive cleaning we recommend talking to a local manufacturing jeweller.
If you've purchased a silk necklace from us we are generally happy to replace the silk at any time at no cost for materials and labour as needed. Although the silk is sturdy and designed for use with jewellery, it may wear out after being extensively worn. Contact us to arrange this.
Jewellery pieces which have more major damage may not be able to be repaired and you may need to consider replacing the item. Contact us to discuss the situation and we'll be happy to give you an idea of what's needed to repair your item or if it is beyond repair.
Unless your return is due to a fault, damage during delivery or an error on our part, you are responsible for paying shipping costs. There may be an additional shipping cost to get any repaired items to you.
Note that you are responsible for packing any returned items so they will arrive safely and undamaged.
Items which are faulty are rare as pieces are checked when made and before being packed. However, very occasionally a problem can slip through without being spotted.
If you discover a fault with your item, please contact us with the details and to organise to replace or refund your purchase. We may ask you to email us a photograph of the problem so we can understand what's going on.
Such returns generally cannot be accepted after 2 months of purchase, by which time any faults should have become apparent. We can be more flexible with timing for Christmas gifts - just get in touch to ask.
We are likely to ask you to return the faulty item so we can see what went wrong and also so we can recycle the metal. If this is the case we'll provide you with a shipping label to cover the postage costs.
Items damaged during delivery
It's a very rare occurrence, but if your item appears to have been damaged during delivery, please contact us ASAP to organise a replacement.
We'll also discuss lodging a complaint with the delivery service. It's important that you retain the packaging and document the damage with a photograph so that a complaint can be lodged with the delivery service.
We may ask you to return the damaged item so we can see what went wrong and also so we can recycle the metal. If this is the case we'll provide you with a shipping label to cover the postage costs.
Late or missing deliveries
If you're concerned about a late or missing order delivery, check our shipping page for more information about shipping and what to do next. Read on for details about our refunds and returns policies in relation to late or missing orders.
Orders delayed in transit:
We cannot refund orders that are in transit but are taking longer to arrive than anticipated. As per the information on our shipping page, we will lodge a support request to investigate and try to resolve the issue.
If your order arrives too late (eg. it was a gift), you can still return it to us for a refund using our Happiness Guarantee (see above), provided you do so within 30 days of receiving the order.
Orders lost in the post:
If an Australia Post investigation determines that your delivery has been lost in the post (which is a very rare occurrence), we will re-send the order ASAP at our cost or we will issue you with a refund if you prefer.
Deliveries to unattended addresses:
If you chose to have your order delivered to an address which may be unattended, the delivery agent in your area will make a decision about whether there is somewhere safe to leave your parcel. If not they will arrange for you to collect it from a local post office.
If your parcel was left at a delivery address that was unattended, we are not responsible if Australia Post confirms that the parcel was delivered to the correct address but it has subsequently gone missing. If this does happen we can follow up with Australia Post for more information, so please let us know and we'll do our best to assist you.
If it appears your parcel was stolen after delivery, this is a crime and you should make a police report. We also recommend reporting it to your local post office. You may be covered by your home contents insurance in this situation, so speak to your insurance company.
To be on the safe side, we highly recommend using an attended businesses address or post office box for delivery of valuable parcels.
If there's a lengthy delay in reporting a missing order to us (3+ weeks after expected delivery) we may not be able to assist you as it may be too late to investigate what happened.
Be aware that Australia Post does not always retain information online for Australian tracking numbers that were first scanned over 2 months ago, but they may still be able to look up details in their systems.
Errors on our part
We do our very best to make sure that products and orders are sent correctly. However, we are human and occasionally mistakes can happen.
If you've been sent something in error, we have missed or misread an instruction, an item is missing from your order or anything similar, please contact us and we'll work with you to fix the problem as quickly as we can.
Generally we will send you a replacement order, but if the replacement is going to be too late (eg. it's a gift) we can issue you with a refund instead.
If you are making a return due to an error on our part we'll provide you with a shipping label to cover the postage costs. If your incorrect order is not being replaced we will also refund any shipping costs you paid for the original order.
Custom sized rings or altered items
If you've ordered a custom sized ring (rather than one of our standard sizes) and gave us an incorrect size, we can resize or replace it. There may be an additional cost for this as custom sizes cannot easily be re-sold. Contact us to discuss this.
Any other items which are custom made or extensively altered generally cannot be returned unless there is a fault, the item was damaged during delivery or if there was an error on our part. This also includes gift cards which have had a message entered into them.
If you have any questions about a custom made item, please contact us. Note that we are not currently undertaking any custom designs, other than custom sized rings.
Completing your refund or exchange
Once your returned item is safely received and checked by us, we'll issue you with a refund or arrange your exchange as soon as we can.
Note that often there is a delay of a few days between us processing a return and the refunded amount arriving in your bank account. This is to do with the processing times of our payment providers and is beyond our control.
Unless your return is due to a fault, damage during delivery or an error on our part, any shipping paid for your order will not be refunded. If you're exchanging an item in these circumstances, additional postage costs may apply.